SOP - SynXis

Created by Awadh Amudy, Modified on Sun, 11 May at 10:31 AM by Gracielle Apolonio

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Description automatically generated STANDARD OPERATING PROCEDURES

DEPARTMENT NAME

Title: Synxis	Reference Number: 0021
Status: Final	Version Date: 11/10/2024

General Information
Information	SynXis is a GDS (Global Distribution System) where it contains all the reservations that were booked online (Reservations that were not booked through the reservation agent). The system will reflect these bookings on Opera systematically.
Objective	To update the bookings of today and the day after. Since these bookings were not conducted through the department, they would need some updating by filling any empty details properly. Examples: Updating the name, cashier comments, special requests, any routing needs, etc.
Reports	2 daily handover reports (One for AM shift & PM shift) with all the progress of the amendments, pending cases and any important updates.
Tools	SynXis - Opera - Expedia
SynXis	Check the report on Outlook to understand the latest progress, pending any urgent matter or such. Log in to SynXis – It will be used to locate the online bookings and their details. Log in to Opera – It will be used as the platform to make all these updates to the bookings & guest profile. Enter the arrival dates of the bookings you shall update. Enter SYNXIS2 in the “By” field and click on search – This will filter all the SynXis bookings. Once the search page appears with all the bookings, slide to the “Agent/Source” section to locate the bookings that you shall work on. You can click on any booking and start the updates. Exclude any canceled booking, booking.com reservations and reservations with the word “SynXis” as they would indicate an already worked on booking. Once you click on a booking, the following cells shall be filled properly, the information will be extracted from the SynXis platform. Title – MR, MS. etc. Source – Always enter “SynXis” Payment – VCC, City Leisure, Routing Comments – Cashier Comments Specials - Anniversaries, allergies, etc. Remarks - Package Type – Room only, bed & breakfast, etc. ETA – Estimated Time of Arrival Item Inventory(If required)

General Information
SynXis	Then click on “More Fields” to update the below. Suite Benefit – The reference number from the SynXis/ Extra Net platform. Reserv Profile – Select number 4 if online booking or number 6 if direct booking on website. Age Details – Based on the children’s age. DTCM Section - Guest Type – Always enter “1” which is primary. Make sure that all these fields are correctly updated using the SynXis platform to gather the needed data. If there was any need to send an email communication to accommodate the guest’s request, that must be actioned.
Expedia	Check the report on Outlook to understand the latest progress, pending any urgent matter or such. Log in to Expedia – It will be used to locate the online bookings and their details. Log in to Opera – It will be used as the platform to make all these updates to the bookings & guest profile. Enter the arrival dates of the bookings you shall update. Enter SYNXIS2 in the “By” field and enter “Expedia” in the “Agent” field Once the search button is clicked, all the Expedia bookings will appear – You may ensure that by scrolling to the right to “Agent/Source” tab and view “Expedia Incorporated” bookings. Update the same fields as mentioned above with the same relative information (Title, Source, etc.) Update the chat (Interface) – By replying to the guests. Verify if the rates are matching with the extranet and comments to be updated based on who is paying for the booking for e.g. “Hotel Collect” should be updated as POA and “Expedia Collect” should be updated as VCC Copy the VCC details and paste them in the comments.
C-Trip	An online booking agency – Same steps to be followed. Only difference is that it holds a different rate on their platform (Extra Net) compared to Opera. Collect the actual amount from extra net, their platform and update Opera rate info.
Within Earth	An online booking agency – Same steps to be followed. Only difference their Extra Net does not provide the VCC details, hence they shall be collected from the LPO link that gets emailed from inbox (ATP or ATR). Once collected the details must be updated on the cashier’s comment.
Important Notes	In case of allergies, ensure to document the same on the booking page and the guest’s file. Email to be sent to F&B of the respective Hotel (ATP or ATR) KCRS – Indicates payment captured from direct guest booking. If the rate info indicates payment via AMEX, insure to communicate the same on the cashier’s comments as their card holders are entitled for benefits. Always ensure to update the “Cashier’s Comments” with the VCC details (If any). If there was any discrepancy in deposited amount on Expedia and the total stay amount on Opera, email the distribution team.
Responsibilities	AM Shift Update arrivals (same day + next 3 days) Update pending handover bookings Reply to emails they receive from FO, ATD or finance Expedia messages PM Shift Interface (All bookings interfaced previous day -1) Reports (Ignored booking list) Advance Purchase Reservations, email the guest with the payment link and give 24 hours Handover Email