SOP Procedure for Handling Conference and Group Bookings
SOP Number: S&M – 07
Department: Sales and Marketing – Sales
Date Issued: 14-Jun-2017
Time to Train: 30 Minutes
Conference and Group Bookings Standard procedure:
This procedure should help to focus the attention of the Sales Department on volume bookings or business.
A Group Room Booking will consist of minimum 7 or more sleeping rooms a night. (Depending upon the hotel policy)
Bookings for rooms less than 7 will be handled through the Reservation Department or Front Desk Team.
Sales team and Event Coordinator should ensure a highly focused approach to handle the conference / group booking requests.
The sales associate / Sales Manager will handle and process all groups, conferences and co-ordinate with other departments.
Group booking will be handled efficiently and accurately to ensure smooth operation for all departments conceded.
Special benefits are to be given to the tour guide or organizer as per the hotel policy.
The correct use of group booking form will result in high efficiency and convenient for group handling.
Below information should be updated on the Property Management Systems (PMS) related to group bookings:
Group / Conference name.
Company or Travel Agent Name.
- Allotment / Allocation Code in case the bookings are part of an allotment.
Booker Name and Contact Details.
- Arrival and Departure date.
Arrival time and departure time.
Number of Rooms required.
Type of room required, i.e. single, double or twin etc.
Correct Group Rate code or Special Negotiated Rate code attached to the bookings.
Pick up / Drop Details or Transport with time and flight or train or bus details.
Any Special request.
Attach all correspondence like voucher or email confirmation to the Group Reservation.
The Director of Sales or Sales Manager should follow-up on all contract deadlines including deposits.
Group VIP rooms will be checked by the General Manager or Front Office Manager and should receive VIP treatment from the Hotel.
Complimentary policy, cancellation attrition policy, deposit payment policy and rooming list deadlines will all be negotiated to meet both client and hotel needs and objectives.
Where relevant, third party partners or service providers should be copied in on all correspondence and their support sought to close the business.
The General Manager and the Sales Director should recognize the group’s organizers/decision makers during their stay.
If required, a meeting with clients and key staff members will be held prior to arrival to go over the group’s details.
The sales associate will inform all departments concerned with the groups arrival and their package details.
The Group file along with the rooming list need to be handed over to the front office team at least one or two days before the groups arrival.
Based on time, the group should be met at the door upon arrival by the appropriate sales / catering personnel.
The Director of Sales or Sales Manager should hold an exit interview with the Group Leader / Tour Leader / organizer / decision maker for billing related queries and future business opportunities.
The Sales manger or Front desk manager should collect a feedback (GSTS) form the Group Leader / Tour Leader / organizer to evaluate the Hotel’s performance for the current business.
Training Summary questions:
Q1. How will we handling the group reservation process?
Q2. List the details which need to be updated on the PMS for Group bookings?
Q3. Who is responsible for the follow up of contract deadlines and deposit payments?
Q4. What are the special cares given for group or tour leaders?
Q5. Why it is important to take interview of Group leader before departure?