SOP - Wholesale Reservations (Email)

Created by Awadh Amudy, Modified on Sun, 11 May at 1:35 PM by Gracielle Apolonio

General Information

Wholesale Reservations

This Standard Operating Procedure (SOP) aims to provide guidance to Reservation Agents on how to handle wholesale reservations efficiently and effectively.

Process

Upon receiving a wholesale reservation request via email, review and verify the provided information such as the guest’s name, contact details, number of rooms, dates of stay, and any special requests.

Ensure that the wholesale reservation falls within the agreed-upon terms and conditions with the wholesaler or travel agency.
Confirm room availability by checking the property’s availability calendar or contacting relevant departments.

If the reservation meets all criteria, proceed with the booking process.

The travel agency should send their booking request and LPO to the email addresses DXB-Wholesale@atlantisdubai.com for the UK Market and thepalm.reservations@atlantisdubai.com , theroyal.reservations@atlantisdubai.comfor the rest of the world, CIS, GCC, and ME.
The reservation agent needs to double-check the LPO for the following information:

Understanding the LPO
Booking date
Check-in and check-out dates
Number of guests (Adults and children with their ages)
Lead guest name
Room type
Valid rate code according to the booking and stay period must be provided in the LPO or booking in the booking request.
MLOS (minimum length of stay) if applicable
Meal plan
Special requests
Airport transfer if requested, along with flight details.

Wholesale Rate Verification:

Cross-check the wholesale rate mentioned in the reservation request with the agreed-upon rates from the wholesaler or travel agency.

In case of any discrepancies, clarify with the wholesaler or travel agency before proceeding further.
If the rate is correct, proceed with the reservation.

The following tasks must be performed by the reservation agent:

Checking the availability calendar
Entering the arrival and departure dates
Recording the number of adults and children (Including their ages)
Attaching the TA profile in the Opera system
Attaching the correct and valid rate code, ensuring that it matches the room rate mentioned in the PDF contract sent by Sales
Attaching the TA Reference number, if provided
Updating the billing instruction in the comments field
Updating the meal plan in the remarks field, IC Access, and Suite Benefits (if applicable for Imperial and Suite Rooms)
Selecting the appropriate package based on the meal plan
Updating the guest profile with the correct name and salutation
Updating the routing to TA
Updating the reservation status (VCR or NG)
Making note of any special requests or occasions in the reservation
Creating FSSHARE and FRSHARE if applicable for Family Room, Family Club room and Family Suite
Arranging for a transfer if requested.
Updating the required details on more fields
Updating booker details on the booker details section

Reservation Confirmation and Billing Instructions.

Send a confirmation email to the TA including all reservation/relevant details and contact information for future reference.
The confirmation email must be sent by the reservation agent to the TA, including the following information:

TA Reference
Guest Name/s
Number of Adults and Children (With ages)
Arrival Date
Departure Date
Room Type
Room Rate
Meal Plan
Confirmation
Airport Transfer, Marhaba
ETA and ETD
Special Request
Billing Instructions
Any other reservation/booking policies like check in/out timings and our mandatory deposit policy

Special Requests and Preferences:

Note down any special requests or preferences made by the guest during the reservation process.
Communicate these requests to the relevant departments, such as housekeeping or the front desk, to ensure they are properly accommodated.
Confirm with the guest that their special requests have been noted and will be taken care of during their stay.

Documentation and Record-Keeping:

Maintain accurate records of all wholesale reservations made, including guest information, reservation details, rates, payment information, and any special requests.

File the reservation documents in an organized manner for future reference and auditing purposes. (Save in the A drive for correspondence check)