STANDARD OPERATIONS PROCEDURE

GROUP RESERVATIONS
V I S T A
Department Job Title Effective Date Approved By
Front Office Reservation GM

Standard:
Reservation made for group must be done properly, as it relates to a big number of people and involves a
lot of reserved rooms. The reservation arrangements should be made prior to the arrival of any group to
secure the highest level of Occupancy before, during and after the group’s staying in the Hotel and to
ensure their satisfaction through the proper preliminary arrangements and follow-up.

Procedures:

1. All reservation requests must be directed in writing to the Hotel Reservation Department.

2. All rooms confirmed by the Hotel are available for occupancy from 1 pm on the date of the arrival or as
soon as possible thereafter.

3. All rooms occupied shall be vacated by 12.00 noon on the day of the departure.

4. The Hotel regards a group as a minimum of fifteen (15) persons traveling together.

5. To secure the reservation the Hotel must receive a one night deposit equivalent to the room charge
thirty (30) days prior to thee group arrival date. If there is no arrangement, rooms not guaranteed by
deposit may be released automatically.

6. A complete rooming list must be received by the Hotel at least seven (7) days prior to the group’s
arrival, including the full details of flight / ferry information and meal requirements.

7. Cancellation of any confirmed group reservation must be informed in writing addressed to the Hotel by
the agent at least fourteen (14) days prior to their arrival. In case such written notice is not made
within the limit of time stated above or in the event of No – Show, the deposit will be forfeited
automatically.

8. On partial cancellation of a group of travelers, a charge of one night accommodation of the total
number of rooms cancelled and the type of the rooms cancelled will be applied to.

9. When the actual number of materialized rooms is less than the total number of rooms reserved, these
rooms are treated as cancelled if insufficient notice has been given to the Hotel.

10. One day prior to the arrival, the Group Arrangement, order for tour series should be issued by the
Reservation Manager while the other group arrangements are handled by the Sales Office.

11. All accounts are to be settled upon the departure unless proper credit arrangements have been made
with the Hotel and the other international hotels.