5.25 How to handle reservations in case of System Crash and Schedule Time Out.

Scope Of SOP: To ensure the deliverance of expected quality standards through contingency measures in
case of temporary failures.

How to carry out the SOP Key Points

How to handle reservations in case of System Crash Should the Property The caller should be
Management System crash or fail to operate; the IT Support should be informed about the
immediately notified. Reservation Form should be printed and the required temporary system failure
details to be taken on the form. Check for the arrival date, number of nights, Refer to the Reservation
company name, and most importantly, the contact details of the guest etc. The Form. Clear instructions
caller should be informed about the temporary system failure. They should be should be given on the follow
reassured that all details have been noted and they would receive a call back up process i.e. if the guest
from us once the PMS is operational to check on the availability and confirm should contact us in some
the available room type and rates. Should the enquiries be non urgent, or for time or the Reservations
a later date, if the caller wishes, they may send a fax /email with the Advisors would check once
reservation details. When the system has been fixed, all the enquiries should the system is fixed. The
be immediately followed up on by the below steps. Room/rates availability to contact details of the caller
be checked in the PMS. In case of available rooms, Reservations to be must be taken to ensure call
entered in the system as per the details on the Reservation Form. In case of back. Should the system
non availability of rooms, the caller must be called back to check for alternate crash last for more than 24
dates and rooms. Confirmation letter to be sent to the guest. hours, the guest should be
notified about the same.
How to handle reservations in case of Schedule.
In case of Scheduled Time
Time Out In case of Schedule Time out, the Reservation Advisors must out, the appropriate print outs
prepare themselves in advance. Room Type Availability reports for the next should be taken and referred
one month for the different room types at the respective properties to be to. During Schedule Time
printed or backup to be taken. Arrival and departure reports, for the same and out, the report should be
the next day, guest in house, traces reports to be printed or back up to be printed closest to the time out
taken. The callers should be informed about the available rooms. They should period to ensure latest data
be advised that the reservations can only be confirmed upon the restoration and statistics.
of the system. When the system is ready to use; guests should be contacted
at the earliest

Involvement:

For all Reservations personnel handling reservation enquiries.

Involvement: This SOP applies to all Reservation Advisors and Team leaders.