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08 How to handle channel (origin)

Scope Of SOP: To facilitate accurate update of the PMS in accordance with guests’ needs and
specifications for statistical and operational purposes.

How to carry out the SOP Key Points

Origin is the actual channel through with the reservation has been received. For TEL reservations, it is
Opera- Reservations-Origin important to take the contact
One can choose from the following options. details of the guest, e.g.
phone, email for future
EML – When the reservation is made via email. correspondence.

DIR – When the reservation is made directly with the hotel (not through any Bookings falling under www
3rd party). should always have the third-
party confirmation number
FAX – When the reservation is made through fax. updated in the PMS on the
CRS field.
GDS - When the reservation request is through a Global Distribution System.

ROL – Applicable for the reservations made as rooming lists for the number
of rooms more than 10.

TEL - When the reservation is made over the phone.

WWW - When the reservations are received through the internet.

WIN - When the reservation is for a walk-in guest made by the front office
personnel.

WEB – When the reservation is made via hotel website.

WA- When the reservation is made via WhatsApp.

WC- When the reservation is made via Webchat.

Involvement: For all Reservations and Front office personnel handling reservation enquiries