SOP - Booking.com

Created by Awadh Amudy, Modified on Sun, 11 May at 9:33 AM by Gracielle Apolonio

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Description automatically generated STANDARD OPERATING PROCEDURES

DEPARTMENT NAME

General Information
What is Booking.com?	An online interface where guests are booking rooms thought it. It would contain all the bookings that conducted through booking.com which did not have the interference of a reservation agent.
Objective	To update the bookings on Opera, make any necessary changes and reply back to guests’ messages on booking.com portal.
Log in Credentials	Account to be created by the distribution team, assistant managers will send the request on your behalf. Links: Atlantis The Royal · Reservation details (booking.com) Atlantis, The Palm · Reservation details (booking.com)
Morning Shift Responsibilities	Check handover for latest dates updated, cancelling bookings and no-show to see if updates match in opera and extranet. Checking No-show Booking: Check for any correspondence related to No-show bookings. Mark the booking as No-show on the extra-net and waive off the charge (In case no charges are supposed to be raised). Inform the guest that their booking was tagged as No-show and will be charged 100% of total bookings (In case charges are to be raised). Report of Cancellation and No-show will be sent to the dedicated Team (No Show and Cancellation Team) via email. Arrival check (Today and Next day arrival): Booking that created yesterday, today’s arrival and the next day. Create the FRSHARE / FSSHARE where required - create the party booking Pull out API Report from Secure pay from Abdel’s PC. Check declined booking. Send the secure payment link to the guest and mark the booking in extranet as invalid credit card Advance Purchase Report, MISG Report (all bookings that interface yesterday). Received every day from ATD Management, please check only Booking. Com with declined payment. Check the payment link if there is any active payment link (create the payment link if there is no active payment link only for the booking arrival today or tomorrow) Mark the booking as invalid CC in the extranet 1. ATR Report Received every day from ATD Management, please check declined and advance purchase booking. Mark the booking as invalid CC and send the message to the guest as below: Dear Mr./Ms. XX, Greetings From Atlantis ******* The payment system attempted to process payment for your booking using your card; however, it was declined. Please note that the payment system is designed to charge a card only once per booking. To ensure the security of your reservation, we recommend reaching out to the hotel within the next 24 hours to avoid any potential cancellation. Thank you for your attention to this matter! Best regards (Your name) Room Reservation “ Answer the Booking.com messages received from guests in the messaging section. The answers should be from oldest message to newest message (Bottom to top). Handover to be sent via e-mail Please update if there is something that needs to be followed up / highlighted.
Afternoon Shift Responsibilities	1. NO-DPT Report Pull out the report from Abdel’s PC from today – 7 days a head Once the report is generated check each booking and cancel the reservation in the extranet (if the cancellation button appears in the extranet). If not, please mark the booking as invalid CC) Check the secure payment link if it has been sent to the guest and notify the guest to proceed with the payment. For ATP & ATR same day arrivals, please do not send the secure payment link! Mark the booking as invalid CC and do not cancel the booking in Extranet. Put the booking status as NG in Opera (and handover to the night shift) Cancel the booking in the Opera before night run (by night shift) 2. Refund Report Pull out the report from Abdel’s PC from yesterday to yesterday Once the report is done, if there is any cancellation booking with deposit, please do the investigation (check the Bk message, e-mail), notify to the guest that they have to get back to us within 14 days with new dates. Send the report to cancellation and no-show team to hold / charge the amount if there is no communication with the guest. 3. FRSHARE / FSSHARE (create the party booking) and Signature Suite 4. Arrival check for same day and next day 5. Check in the Extranet for cancellation and No-show booking (month to date) to ensure 0 commission. 6. Check NYE Gala Bookings. Update the NYE Gala package/Restaurant in the Opera (Bronze TBA for ATP and Silver TBA for ATR) and message to be send to the guest with the NYE Gala/ Restaurant information. Send the payment link (according to the cancellation policy) 7. Handover to Night shift for same day arrival with NO DPT to cancel to avoid No Show, else afternoon to cancel in opera (not in the extranet) and leaving an Alert (Please reinstate should the guest arrive) 8. Handover via e-mail 9. Please update if there is something that needs to be followed up / highlighted.