RESERVATIONS MANAGER :

Controls and coordinates all reservations

Maintains control over the accuracy of the information provided by the agents
of reservations

Monitor and control the quotas of suppliers (travel agents) for

to ensure that they do not exceed the number of contracted rooms in
each category.

Maintains cordial relationships with suppliers

Review and modify the room rates according to the instructions of

the competent departments.

Ensure that the computing center's database is updated.

* Asegura que toda solicitud de reserva sea contestada el mismo dia

Ensures accuracy in the preparation of reports: forecast, occupancy

etc. giving special attention to market trends to prevent
overselling and taking advantage of the demand.

RESERVATION AGENT:

Its main objective is to sell rooms.

Take the reservations and compute them.

Keeps the computing center updated for the most accurate forecast.
to the possible reality.

Prepare the reports for the department

Supports the reservations manager in their activities: supplier attention,

guests, etc.

Address the suggestions and complaints of hotel guests regarding the

room assignments and reservations.
 MISSION OF THE DEPARTMENT

OF RESERVATIONS

MAINTAIN THE HIGHEST LEVEL OF OCCUPANCY, MANAGING

THE AVAILABILITY OF ROOMS EFFECTIVELY,
ACHIEVING THE GREATEST REQUIRED PROFITABILITY, WITHOUT
DEBILITATE OR AFFECT CUSTOMER SATISFACTION AND
ADHERING TO HIGH STANDARDS OF QUALITY AND SERVICE
FROM THE INTERCONTINENTAL CHAIN.

VISION OF THE DEPARTMENT

OF RESERVATIONS

INCREASE THE KNOWLEDGE AND PROFESSIONALISM OF

OUR STAFF.

AWARE FRONT OFFICE OF THE IMPORTANCE OF

PROPER HANDLING OF RATES AS WELL AS PACKAGES,
CURRENT OFFERS, AND OTHERS.

ACHIEVING NEW BUSINESS THROUGH COMPANIES

NEW ONES THAT CALL US AND VISIT US, TO GIVE THEM
FOLLOW-UP WITH THE SALES DEPARTMENT.

PRACTICE THE QUALITY STANDARDS EVERY DAY

OUR CHAIN AND KEEPING THEM IN SERVICES
OFFERED.

REFERRING TO OUR FEE SCHEDULE AND THE CONCEPT

TO ACHIEVE THE HIGHEST PROFITABILITY.

OBJECTIVES

Implement new strategies and work schemes that us

allow to increase sales in types of rooms of
lower demand.

Provide the necessary knowledge through plans of

trainings in areas that are directly involved
in the process of managing the entire operation of the department
of reservations and reception, including specifically the
market segmentation, the offer of rates, the changes of
season, CLS management, etc.
 Maintain the management of our GLOBAL II system, in accordance with
the established, to achieve and establish projections of
more accurate occupations that mean an increase in our
income and a maximization of sales.

Job Description

Reservations Manager

Purpose:

Under the direction of the Reception Manager, with the limits

established by IHC and the local policies and processes, inspect and
review all aspects of the Reservations Department, leads
room reservation system, reservation services
executives, and group coordination service.

Departmental connections:

Reports and direct communication with the Reception Manager at

all relevant issues affecting customer service and the
reservation operation.

Provides functional assistance to the reservations staff

Interact with hotel guests and clients

Cooperate, coordinate, and communicate with other hotel departments

when required.

Responsibilities:

Ensure that all information is recorded and provided to the

reservations staff.

Ensure that the VIPs, regular guests, SIX members

CONTINENTS receive priority in registration.

Ensure that all reservations are entered in the

system.

Ensure that the reservation entries are

correctly entered into the system.

Ensure that all correspondence for reservations is

correctly archived.
Ensure that all group reservations and operations
for VIP reservations to be managed in accordance with the
procedure.

Ensure that the service for executive reservations is

maintained.

Ensure that all correspondence is on hand for the

arrivals and any required adjustments have been made.

Keeps the files organized.

Coordinates and maintains relationships regarding the accounts with the

credit department.

Ensure that the necessary reports are generated monthly.

processed.

Ensure that the reservation staff is properly trained

trained.

Organizes monthly meetings with the reservations staff.

Ensure that the reservation staff is identified with the

strategy to maximize FIT Marketing sales.

Controls changes, cancellations, confirmations of the

reservations in order to achieve the greatest increase in sales.

Supervises the performance of the reservation agent and that the

procedures are carried out within the established patterns.

Check the list of arrivals for the next day and compare it with the list of
arrivals of Global II.

Control the availability of rooms.

Follow up on no shows.

Control the use of materials and supplies in order to maintain the

cost in line with the budget.

Attend Yield Management, Sales, and Reception meetings.

Resolve customer complaints or issues related to their

reservation or the application of the rate.

Manage reservations through Global II.

Introduce groups to the CLS and give them full follow-up.
preparation, codes to apply, application of rates, etc.

Request and prepare breakdowns of packages and/or meal plans,

for its coding by the computing department.

Verify the correct use of rates and market segmentation

Close the month for the sales department.

Introduce and confirm reservations in CLS.

Introduce, update, and segment account companies.

commercials in CLS, Diamond's Club, travel agencies, wholesalers.

Update the occupancy projection daily

from the PC.

Keep the lists of upcoming groups updated.

Any other function in line with the position.

ASSISTANT TO THE DEPARTMENT OF

RESERVATIONS

Purpose:

Under the supervision of the Reservations Manager, assists him in

all functions and coordination of availability of
rooms, groups, VIP, service.

Departmental Connections:

Report all relevant issues to the Reservations Manager.

from the department that affect the service offered to customers.

Provides assistance to the Reservations Manager, to the department of

Sales in the creation of codes and master schemes for companies.

Maintains a close relationship with the Sales Department, for the

maintenance of correct rates and market segmentation
updated.

Responsibilities:

Introduce and confirm reservations in CLS.

Manage reservations through GLOBAL II for other hotels in
the IHC.

Check the arrivals for the next day, make the plan tickets.
of corresponding meals.

Know and manage all current rates granted by the

Sales department.

Encode the members of the Diamond's Club, for purposes of

punctuation.

Makes confirmations, changes, and cancellations of reservations in

CLS.

Manually close the month for last month's file and update it.
file for the current month.

Check the no shows.

Prepares groups, makes tickets, seals, and everything related to the

preparation of it.

Follow up on the reservations guaranteed by companies.

for the request of guarantee letters, if these have credit.

Contact companies or wholesalers with credit at the hotel, which

they have account charge letters or vouchers pending.

General Information about

The property.

Hotel location: It is located on Av. George Washington

#218, facing the sea, close to the main commercial routes, and
shopping centers, a short distance from the Colonial Zone, and Centers
Cultural.

Transportation: we are 24 km from the International Airport

the Americas, at a cost of RD$250.00 by taxi. We have two ports
where cruises from different parts arrive during the week
world, one is the SANS SOUCI, about 10 minutes from the hotel, crossing
the Bicycle Bridge, and the DON DIEGO, right on Av. Francisco
Camaño Deño, better known as the Port Avenue about 5
hotel minutes.

Facilities and restrictions:

 202 rooms in total.

196 rooms for sale.

15 floors.

We do not have floor # 13.

We do not have rooms for the destitute.

We have non-smoking rooms.

We do not accept pets. (dogs, cats, birds)

We have 110 volts in electricity.

105 parking spaces available in the basement.

Valet parking with charge.

We have Executive Floor.

No visitors are allowed in the rooms.

We have a new concept in accommodation BUSINESS ROOM,

rooms equipped with all office materials
necessary, fax photocopier, printer, line for
["computers","double line","voice mail","hotline","scale"]
coffee machine, etc.

4.- Distribution & Amenities of the rooms:

202 rooms in total.

Only 196 are for sale, distributed as follows:

1 Presidential Suite.

1 Suite Jarabacoa.

20 Queen (6 SPQ, 10 DLQ, 4 VIPQ)

39 Double (12 SDD, 20 DDD, 7 VIPD)

35 Suites ( 16 STE, 17 VIPS, 1 PRESIDENCIAL , 1 JARABACOA)

96 King (36 SPK, 38 DLK, 10 BRK, 12 VIPK)

The only floor that has 9 suites with balcony is floor # 12.
 Two of the suites on the 12th floor plus one standard, 1205, 1207
1201 are occupied by the General Manager.

The 11th floor is the Executive floor and the rooms have a balcony.
except for the Queens

The Business Rooms are on floors 5 to 9 and are the

terminations 15 and 17.

The connecting rooms are those ending in 19 and 21.

3 with 5, 18 with 20 and 2 with 4. They are one king bed with one of
two queen beds.

All the suites except those on the 12th, 14th, and 15th floors are in
horse

All rooms have:

air conditioning.

Telephone with direct dialing.

Color television with cable.

Hair dryer.

Smoke detector.

Safety deposit box.

AM & FM Radio.

TV Satellite

Sprinkler (fire extinguisher).

Alarm system.

Mensajería electrónica, doble línea.

Minibar (charges for consumption)

Phone in the bathroom

Electricity 110 volts and 60 cycles.

5.- Services we offer:

Babysitting services (RD$150.00, plus transportation payment)

 Business Center (Photocopies, cell phone rental, confirmation
flights, internet, PC rental, printer, translations,
fax sending, tours, etc.

Concierge (Guest relations, offers the same service as

Business Center after 5:00 pm

Laundry (Open from 7:00 am to 11:00 pm)

Car rental (Payless in the Lobby)

Shops (In the Lobby)

ATM. (In front of the casino)

Beauty salon. (On the 1st floor, crossing the La Restaurant

Brasserie

Global Reservations System II, for reservations elsewhere

InterContinental Hotels.

6.- Hotel Facilities;

Restaurant La Brasserie, located on the 1st floor, offers you

buffet and à la carte breakfast, buffet and à la carte lunch, and dinner
à la carte. from 6:00 AM to 11:00 PM from Monday to Sunday.

Restaurant Tascamar, located in the basement, near the

Casino offers transcultural and international food, open from
7:00 pm to 11:00 pm from Monday to Saturday.

The Pergola Bar, located at the end of the Lobby, offers 2 for 1 drinks,
free snacks, live music; Monday and Thursday Eddy and his
Band, Friday and Tuesday The Trio Los Juglares, Wednesday Karaoke.

Piazza Bar, located in the Lobby across from Six Continents Club,
offers continental breakfast from 7:00 am to 11:00 pm, and beverages
from 11:00 pm onwards, until 11:00 pm.

Room service offers service to the rooms directly.

of food and drinks, 24 hours a day, every day.

Bamboo Bar Pool offers drinks and light meals, all the
Days from 9:00 am to 5:00 pm.

Tennis courts contact A & B for current prices and

game schedule.
 Contact A & B for current prices for use of paddle tennis.

7.-Accepted credit cards: American Express, Dinners Club,

Master Card, Visa.

8.- Management of the Business Room equipment: with the team that makes
the printer, copier, and fax functions will be managed as
continue:

The telephone department will have to open the line for you.

To send a fax: 9 + pause + fax number + start

To print: reset + choose print option + enter

To copy: reset + choose the copy option + enter

DIAMOND'S CLUB

The Diamond's Club is a global program in which everyone participates.

the Intercontinental hotels in Latin America, aimed at maintaining
a link between multinational companies with the aim of
achieve a close relationship with the company she works for
the partner or the partner and the hotel, while thanking the companies
the support they give us by using our services in order to
encourage administrative and/or executive assistants
responsible for making reservations at hotels and organizing
events.

It is designed to reward people who trust the chain.

Intercontinental, presenting a comprehensive benefits program,
among which are offered:

Points for each night booked, exchangeable for stays

free at Intercontinental Hotels & Resorts, including the
air ticket for the member and a companion.

50% discount on rooms at all hotels

Intercontinental in the Americas.

25% discount on food and beverages at any hotel

Intercontinental of the Americas.

Invitaciones exclusivas a eventos culturales y sociales.

Reservation telephone lines

exclusive vacations for Diamond's Club members.

 SIX CONTINENTS CLUB

It is an INTERCONTINENTAL recognition program for the

frequent travelers, generally business men, taking
always based on your primary needs.

Its main characteristics are:

It is designed for our most frequent customers.

Provides additional benefits and services in each hotel

INTERCONTINENTAL or Forum.

It is a fully automated program.

It is the number 1 marketing objective for INTERCONTINENTAL.

Membership Levels:

Six Continents Special

Six Continents Executive.

Six Continents Ambassador

Six Continents President.

General benefits offered:

Upgrade to a superior room in case of members

Executive.

Fruit plate in the room.

Airport pickup (US$25.00)

Mineral water 1 free bottle on the first day.

Priority in reservations.

Late checkout.

Early registration.

Personal check cashing maximum US$250.00 per stay.

Free newspaper.

GLOBAL II
It is the corporate reservation system of the hotel chain
Intercontinental. This is a system that is exclusive to
our hotels can be accessed directly by anyone
user of the airline reservation systems such as
System one, Amadeus, Sabre, Apollo, Galileo, etc. This allows
that any travel agent or airline has access to do
reservations, check availability, rates, facilities of the
hotels and other information about Intercontinental hotels,
this also allows to increase sales since the systems of
global distributions such as airlines, travel agencies, and others
they represent a potential sales agent.

Global II is the reservation system around the world for the

Intercontinental hotels, and this allows:

Access the information pages about the hotel.

Book, modify, cancel reservations at any hotel

Intercontinental, Forum o Global partner a través del mundo. Siempre
that the reservation has been made through a terminal of
Global.

Receive reservations.

Enviar y recibir mensajes internos.

Maintain availability.

Generates a large number of reports.

Generate information about the members of the Six Continents Club.

View information about travel agencies and companies

corporate and identification number.

Global II works through a computer, a modem, and a line

telephone. All the information is entered in the offices of
Intercontinental Information Technology located in Stamford,
Connecticut. All the information about rates, types of
rooms, current packages, offers, are sent to this headquarters and
they process and enter all the information into the system and each
the hotel or GDS will have access to that information.

In our hotel reservation office, we have a

terminal of this system, from which we can process
reservations for any Intercontinental, Forum or Partner hotel.

STANDARDS
Answer the phone before the third ring.

Clear and friendly greeting.

It is identified by the name of the section.

If the call is put on hold, it does not take more than 15

seconds.

Notify the client if the call is going to be transferred.

Identify the customer by the company and name.

Identify the title and position of the client.

Ask the reason for the visit (business, tourism, etc.)

After knowing the date of the visit, the types of

rooms, and rates.

Describe the different types of rooms.

Ask if the customer is a member of the Six Continents Club.

Request form of payment or guarantee.

If it is BTC, request a support letter.

Inform about 6:00pm release if the reservation is not guaranteed.

I ask about the arrival time.

Repeat and verify the information obtained.

Mention the reservation number. Offer to send it via fax with

our guarantee and cancellation policies.

Thank you for calling the Intercontinental hotels.

Provide the information in a friendly manner, not like a robot.

The name of the person calling must be used during the

conversation..

BTC: BILL TO COMPANY

6:00 PM RELEASE TIME (CONFIRMED RESERVATION ONLY UNTIL

6:00PM)
 CHARACTERISTICS OF THE SERVICE

There should be staff in the department during the hours of

local business work.

All reception staff will be trained to handle

reservations that extend 24 hours.

Every phone call must be answered with a friendly voice.

There must be a group coordinator when the segment

represents 20% of the occupancy.

The agents must be familiar with the CLS, Global II, and
telecommunication techniques. They must have information
updated credit policies and services that
be available at the hotel.

Reservation agents must be familiar with

the different types of rooms, as well as the capacity
to provide a convincing explanation of the differences between
rooms and rates.

The staff will be aware of the dilemmas of the policies

FIT, Yield and must respond to the requests of the
guests and hotel requirements.

There should be fax and photocopying facilities.

Terminal and printer of Global II.

Terminals and printer.

POLICIES AND PROCEDURES

Reservations will be confirmed until 6:00 PM on the day of

arrival, unless this is guaranteed will be honored until the
12:00 PM and if not arriving, the first night will be charged as
penalty.

Cancellations must be made 24 hours in advance.

in low season, and 72 hours in high season.

Only the companies that have formalized credit with the hotel,
They will be able to send account charge letters to their clients.
Companies that do not have credit must make their payment to
moment of check-in, with credit card, certified check or
cash.

Upon arrival of a guest with a reservation and without luggage, they will be asked
guarantee for the number of nights you will stay plus 2 nights
extras.

No visitors are allowed in the rooms.

El check in es a las 3:00pm y el check out a las 1200pm.

Maximum 3 people per room.

Upgrades are subject to availability except for the Six.

Continents member.

Children under 12 years old are free, maximum 2 per.

room.

TASK LIST

1.-TAKING RESERVATIONS:

To make a reservation, the following steps must be followed,

Name and surname of the person you are speaking with.

Phone and fax number.

Date for which the reservation is requested.

Establish the type of room you would like, standard, floor

executive, business room, or suite.

Number of people.

Name of the guest or guests who are coming.

Where does the reservation come from, if it is from a company or agency?

of travel, airline, individual, etc. (Know this point
will determine the application of the rate, if the entity that makes the
reservation to take the relevant data for it, that is, address,
teléfono, contacto, a que se dedican y aplicar la tarifa corporativa
LCR1 or LCR2, if it is a company with an account at the hotel, the rate already
but given by the Sales Department, and generally it will be the
LCR3 and LCR4 in cases of Free Trade Zones.
Guest arrival time.

Ensure the reservation. (If the guarantee is with a card of

credit, you must send us a copy of both sides, by fax with
a note authorizing that the expenses be charged to that card, if it is
from a company that has credit at the hotel will be able to send us a
account charged to the company

If it is not possible to guarantee the reservation, you will be

Explain the 6:00 PM release time.

Offer to send the confirmation number by fax, since in our

the confirmation sheet contains the warranty policies and
cancellation.

Ask if the guest is a member of the Six Continents Club, and if the
the person who is calling us is a member of the Diamond's Club.

Ask if they need any special requirements for their

reservación, ej. Piso alto, habitacion para no fumador, vista al mar,
near the elevators, etc.

Repeat all the information to verify the data.

Thank you for calling Intercontinental hotels.

2.- METHODS THROUGH WHICH RESERVATIONS ARE RECEIVED:

it will be through the different means of communication as follows,

Telephone.

By fax or letters.

Personally.

At the time of checkout.

Through other departments, e.g. Sales, Banquets.

By Global II (Global reservations system)

Procedures for warranty or credit:

All reservations must be guaranteed to avoid a sale.
non-collectible in case of no-show, different methods will be used to guarantee a
reservation as follows:

With a credit card, sending us a copy of both sides of the card.

plastic, with a note signed by the cardholder authorizing the charge to
that card. A machine voucher will be made, and on the signature part it
will place "signature on file", authorization will be requested for the necessary amount,
A copy of this document will be taken, signed by the Credit Manager and the
voucher previously made, and will be attached to the reservation slip or to the card
of registration in case the guest is already

With a letter of credit, in case the company that is doing the

reservation has approved credit at the hotel, they will send us a letter indicating
who are responsible for the expenses of the first night, and/or cover the stay
from the guest. This letter will be taken to the credit department and will be signed.
by the manager or the department assistant, the original will be left and it will be brought back.

a copy to be attached to the reservation slip or to the registration card

case that is in house.

With a cash deposit, paying for the first night of stay directly
at the reception. A deposit receipt will be made, the cash will be posted in the file.
from the reservation and a copy of the receipt will be attached to the reservation slip.

With a voucher, in the case of wholesalers with credit at the hotel, they must send us
the voucher in advance. The same procedure will be followed as with a
account charge letter.

With a certified check, in case the company does not have credit with it.
Hotel, you may advance part of the payment in case of covering the total stay,
upon the guest's arrival and settle at check out, or in case of only covering the
room charges plus taxes, a pro forma invoice will be issued to cover
these expenses. The check must be authorized by the Financial Director and
the procedure will follow as if it were a cash deposit.
With an open credit card voucher, the cardholder will come to the
hotel reception, and a voucher will be issued to your credit card and this will
will remain open until the end of the guest's stay in case it covers the
total of the stay, or it will be closed immediately with the corresponding amount
for the room charge plus taxes if applicable, in
In both cases, approval will be requested for the necessary amount at the time.
the voucher will be attached to the reservation slip or to the registration card in the
case that corresponds.

4.- GUARANTEE AND CANCELLATION POLICY.

In case there is a possibility for the person who needs the

reservation, to guarantee, we will use the established policies to
guarantee and cancellation, both are in the format of our sheet
confirmation, which is sent to the client, and reads as follows:

Unconfirmed reservations are confirmed until the

6:00 PM on the day of arrival, the hotel reserves the right to
cancel without complaint, unless they are
guaranteed. Reservations that do not show up at the hotel,
previously guaranteed will be charged for the first night as
penalty.

Cancellations of reservations must be made 24 hours in advance.

hours in advance during low season and 72 hours in
high season.

Reservations are guaranteed as follows: BY SENDING US

A COPY OF THE CREDIT CARD ON BOTH SIDES, WITH
A NOTE SIGNED BY THE CARDHOLDER INDICATING
THAT IT GUARANTEES AND/OR COVERS THE EXPENSES OF SAID
RESERVATION.

If your company has credit with the hotel, your reservation

will be guaranteed by sending us a letter stating that the
the company guarantees and/or covers the costs of said reservation.

All rates are subject to 23% legal taxes.

5.- COMPANIES THAT SEND VOUCHERS WITHOUT HAVING CREDIT, THAT

DO?

Vouchers will not be accepted unless they come

accompanied by a prepaid check, or the prepaid has been
sent in advance and received by the credit department. The
the guest will often claim to have made the payment, in what is
confirmed the validity of that statement, the guest must leave a
guarantee, whether it's a credit card or cash.

6.- CONFIRMATION OF RESERVATIONS.

They can be given over the phone, but in most cases they
They will send it by fax, since besides being the confirmation sheet what
the client will receive, as outlined in this document, our policies of
guarantee and cancellation.

After the fax is sent, it will be attached to the reservation slip.

as a record of having informed the client,
our policies.

7.- RESERVATION CHANGES.

The changes will be made to any of the data from the

reservation, a reservation slip will be taken, and in the box where
indicate, review will be marked, the change in CLS of the given data will be made
require, and then this review slip will be attached to the original slip of the
reservation.

Note: if the change is of date, it must be reviewed first.

availability to verify the possibility of the change.

8.- CANCELLATION OF RESERVATIONS.

If the date on which the reservation is canceled and/or depending on the

availability of rooms, cancellations will be made with
penalty or not. (see cancellation policy). it will also be recorded in
a reservation slip, checking the cancellation box, and then it
attach this to the original slip of the reservation.

9.- RESERVATIONS FOR THE FOLLOWING DAYS, WHAT TO DO?

They will be taken whenever availability allows, they will be introduced

to the system, they will be confirmed and then filed in the place
allocated, by days, by month.

10.- RESERVATIONS FOR NEXT MONTHS, WHAT TO DO?

The same reservation procedure will be followed for days.

next, and will be filed in the indicated place, by month.

11.- RESERVATIONS FOR OTHER INTERCONTINENTAL HOTELS.

They will be done via Global II, and/or CCmail through the office of
hotel reservations. Additional training will be required on the
necessary to operate CLS, as they are different systems.

12.- MEAL PLANS.

We have the following meal plans available, to be

offered together with rates per room, per person.

Continental Breakfast, consists of cold foods, e.g...

cheeses, rolls, yogurt, fruits, cereals, milk, etc.

Buffet Breakfast, consists of more substantial foods,

hey... mango, scrambled eggs, sausages, etc.

M.A.P includes a buffet breakfast and dinner chosen by the customer.

but governed by a ticket that specifies what type of consumption is allowed
to have. (does not include seafood).

F.A.P includes three meals: buffet breakfast, lunch and

dinner with tickets, with consumption restrictions (does not include
seafood)

Prices will vary according to the season and other factors.

Commercial type. Prices are per person, per night, subject to
18% legal taxes, unless the administration indicates otherwise.
opposite.

The tickets will be loaded to different folios, intended only for

food plans, depending on how the plan was acquired.

When a guest has made their reservation and has included any
meal plan, the ticket will be made by the department of
reservations when preparing for the next day, likewise this will seal
the ticket with the corresponding folio number to be charged.

On page 9001, the tickets that are not broken down will be loaded by a
code in the CLS, for example, the tickets for the floor rooms
executive, the Six Continents, etc.

On page 9030, the MAP tickets (breakfast and dinner) will be loaded that
they are broken down in the system by a code.

On page 9031, the breakfast buffet tickets will be charged, itemized.

in the system by a code.

Al folio 9040, se cargaran los tickets de FAP (desayuno, almuerzo y

price) that are itemized in the system by a code.
On page 9032, the Continental breakfast tickets will be loaded,
are broken down in the system by a code.

Note: these codes will be in the PACKAGE PLAN field in CLS,

at the reservation or at check-in.

If the Reception Department offers any meal plan in a

sale of rooms, must still follow what is established.

13.- MARKET SEGMENTATION. WHAT IS IT, HOW DOES IT WORK?

It is the division that is made of the market, according to its origin of

production.

It can be by individuals or by groups, it is identified with codes.

previously created by the Systems Manager, and these are
they will be responsible for distributing the production of the different
markets, allowing us to understand the flow of each market and which
needs to be reinforced.

For example, the commercial accounts segment will have the code or guest type.
(how to

know in CLS) 2L, this code allows us to know the production of

the business accounts that visit our hotel, the amount of
nights that produce per month or per year, number of people, etc.
As long as this code is used properly in the
system when entering a reservation.

This is our current segmentation for individuals:

1D Fit Discount.

1R Rack Combined

1 Y Fit long stays

2G Guaranteed Corporate

2L Local Corporate rate.

2M Government Diplomatic.

2P Preferred Corporate.

2Z Free Zone.

3W Wholesale/Fit
 4G Global Business Options

4J Package/Weekend rate

4K Other Package

4S Package seasonal Rate

5V Travel Industry

This is our segmentation for groups:

7A Association meeting

7C Corporate meeting.

7F Trade fair/Exhibition

7I Incentive.

7Q Government/Diplomatic.

7T Tour Series

7U Leisure Group

90 Airline Crew

C3 Complimentary

HS House Account

MG Master Group.

14.- RATES AND THEIR APPLICATION.

There are different rates that arise depending on the market.

for which they will be offered.

We have:

Rack Rate: is the main rate of the hotel, it will be applied to all
those reservations that originate from individuals, that is,
do not be through any company, travel agency, entity
touristic, etc.

Commercial Rate: it is the rate offered for the market

corporate, which is the one with the highest production in our hotel.
There are 6 types of local corporate rates, and some more that
 they are accessible through the Global II, such as GCR, PCR, MEG,
GBO, etc.

Net or Wholesale Rate: it is the rate applied through

previous contract with wholesalers that promise a certain
production in the hotel. It is confidential in nature, it does not
commission.

Través industry: it is a very special rate, created for

colleagues in the tourism sector, meaning hotel employees, from lines
airlines, restaurants, etc. It is granted upon prior presentation of
identification, and applies only to the employee of the sector
tourist, not family or friends.

Rates for long stays: will apply under direct contract

with the sales department, when the stay is 1 month
henceforth.

Lay over: exclusive rate for canceled flights, which the

airline through your stay with us.

Air crew: it is the rate that is established under contract with a

a certain airline, in order to accommodate its crew with
we

Government & Embassy Fees: this fee is included

within the local corporate rates and will apply to the
relevant institutions with the proper identification.

Honeymoon package: it is a special package that is offered,

as its name indicates for newlyweds, and offers a
very special rate, Suite, à la carte breakfast, fruits,
champagne, taxes and a memory of the hotel.

Weekend rate or package: it is a special rate

crafted with the intention of increasing the occupancy of the
weekends at an affordable price, since with more
corporate accounts leave the hotel on Fridays
to return Sunday or Monday.

Special or negotiated rates: are rates arranged with

certain conditions between the company and the hotel, promising the
first a production of room nights of greater
intensity than other companies and they are granted the privilege of
enjoy a lower rate than the one set.

15.- RATES BY GLOBAL.

As we stated on previous pages, the chain
Intercontinental has in its reservations department the
computerized reservation system around the world, Global
II... the rates that are charged in this system are created by
our Sales Department, and sent to our offices of
Stamford where they are placed in the system and managed or accessed
through the reservation centers of Global II, as well as the lines
airlines and travel agencies, which have systems like
Sabre, Apollo, Galileo, Amadeus, etc., better known as G.D.S.
Global Distribution System

Among these rates, the most used and known are:

MEG Mega Rate

GCR Guaranteed Corporate Rate

GBO Global Business Option

GLO Global Leisure Option

GSO Global Summer Option

TVL Travel Industry

NGR Negotiated Rate 1, 2, 3, 4

RAK Rack Rate

WKO Weekend Rate

WK1 Weekend Package

PCR Preferred Corporate Rate.

16.- GROUP MANAGEMENT.

A group of 10 rooms or more is considered, the rates, plans

of food or any other facility that requires the request of a
group, will be managed through the Sales Department, with the
group coordinator.

This will arrive at the Reservations department, after the contract.

it is signed and the program is carried out and confirmed.

17.- CATEGORIES FOR VIP:

Código Descripción Type of attention

SIX Fruit plate, 1 bottle

VIP S,E,A
CONTINENTS of mineral water

VIPS, Owners of
companies,
guests of Fruit hat, or
VIP1
1st time, courtesy fruit basket.
special of the
house.
Diplomats,
Fruit hat or
VIP2 Celebrities fruit basket, 1
Recognized. bottle of rum.
Managers
Generals of
other hotels.
no
Intercontinental.
Fruit basket and 1
VIP3
Personalities and a bottle of wine.
Very politicians
important,
guests
special.

Directors
Fruit basket, bar #
VIP4 Regionals,
4.
IHC Presidents.

Super VIP,
Presidents, Fruit basket, bar #
VIP5
Company 5
owner.

18.- CHECK OF WORK THE NEXT DAY.

Every day, all the arrivals for the next day must be reviewed.
this consists of:

Print a list of arrivals (arrival report)

Sort all reservation slips in alphabetical order.

Check the VIPs and the Six Continents members from the list and
review the system comments, so that they are followed up.

Make food plan tickets for the members of Six

Continents, to the executive floor rooms, and to any other
reservation that requires it, e.g. Some wholesaler, Banco Popular,
etc.

Review that the reservations requesting accounts to be charged are

wholesalers or commercial accounts, have their authorization
relevant, letter or voucher.

Print a list of arrivals from the Global II system and check that
the arrivals of Global II are introduced in Cls.

Once this process is completed, the list of arrivals will be taken,

it will be attached with all the previously checked slips and it will be placed in
the reception.

19.- RELATIONSHIP OF THE RESERVATIONS DEPARTMENT WITH THE

SALES DEPARTMENT.

The Reservations Department will maintain a close relationship

with the Sales Department, since the second one is the one who supplies to
reservations of all the necessary information regarding
rates and conditions for carrying out room sales. The
The sales department will provide us with all the packages.
current, new rates, meal plans, special rates, etc.

The update of the commercial accounts in CLS, which maintain

business with the hotel will be conducted through the information they provide us
the Sales Department, after making its visits and new
Business. The production masters of each will be updated in CLS.
company, as well as the data related to it.

The Reservations Department will receive rate requests from

new companies, which will be granted the first option the
LCR1, and will have the option to handle other lower rates in case of
resistance and in order to capture the business, all will be taken
Company information will be passed to the Sales Department.
for your follow-up.

TICKETS PLANES CP (CONTINENTAL BREAKFAST)

TICKETS BREAKFAST BUFFET

TICKETS FOR BUFFET LUNCH PLAN

 TICKETS PLAN PRICE

TICKETS WELCOME DRINK (TRAGO DE BIENVENIDA)

RESERVATION SLIP

REGISTRATION CARD

PLANS

DEL

HOTEL

(PER FLOOR)

Job descriptions.

Reservation Manager

Functions

It will carry out the reception, registration, control, changes, extensions,

notifications and cancellations of future reservations
guests.

He will control the account deposits for reservations received from the
clients.

He will apply the policies set by the company's regulations, without

for this reason, the criterion that experience has should be abandoned
given.

He/She will inform his/her immediate supervisor which travel agencies are
companies that are most beneficial to the hotel.

He will keep the Availability Chart up to date.

as well as the proper control of deposits and guarantees, since it is this
its main function. It is necessary to emphasize the importance of the chart, already
that thanks to him we will be able to determine at any time the
hotel availability and to accept or deny reservations and even for
to suggest the Waiting List.

You will learn about the characteristics of the hotel, regarding

rooms, lounges, public areas, and the overall layout of all
 the departments, in order to provide the most guidance and information
suitable for clients and guests who request it.

He/She will aim to achieve 100 percent occupancy at the hotel every day.
taking care not to fall into over-selling, as this will cause more harm than
benefits. This is achieved only by coordinating correctly the
influx of reservations. This department should aim to
mainly promote the rental of the larger rooms
rent, to obtain the highest income and leave the lower cost ones for
the end.

This person must be able to perceive change in order to accept suggestions.

of their subordinates and the orders of their superiors. He will also control his
emotions and impulses and will always demonstrate a great spirit of
service.

You must have a great sense of sales, know how to persuade and have a gift for it.
command, combined with a successful personality and mastery of techniques
telephones.

Reservations manager assistant

Functions

Substitute for the department head when they are absent.

Prepare reservation reports.

Prepare reports on occupancy.

Answer correspondences.

Create occupancy graphs.

Help in calculating occupancy forecasts.

Request supplies from the warehouse.

Request the respective dealers for services when selling each

package (car rental, guides, etc.)

Control packages and special plans.

Receive reservation, cancellation, and change requests.

Deliver the day's reservations to reception and collect those for the day.
previous that did not arrive (no show).
 Keep track of the department's pending book.

Notify the reception chief about reservations for any suite or

special room for a specific date.

Take responsibility for deposit control.

Control the guest's history cards.

Reservations department secretary

functions

Answer the phone calls.

Attend to the people who arrive at the office.

Receive requests for reservations, changes, and cancellations.

Request deposits.

Fill out printed forms.

Promote the hotel's services.

Prepare typing assignments.

Take dictations.

Update the occupancy control sheet and notebooks.

Send acknowledgments of receipt to clients.

Keep track of productivity of agencies, representatives, etc.

Prepare reports.

Archiver.

Receive and send messages by fax.

Operate the photocopier.

Deliver correspondence from the reservations department to others

departments (reports, memorandums, circulars, etc.)

Make sure to keep the office always clean.

Control schedules and dates of occupied rooms.
Establish in coordination with the food and beverage manager
policies for tips at events.
Establish in coordination with the food and beverage manager,
policies for event cancellation.
Promote sales for special events (banquets, cocktails,
seminars, etc.)
Establish in a coordinated manner with the sales department and
food and drinks, the informative banquet manual, for
easier to promote services, (includes menus, types
of the buffet, capacity of the halls, etc.)
Attend to potential clients for special events.
Prepare and send notifications of the events to the
hotel departments.
Supervise the event service.
Collect customer feedback at the event and at the end.
regarding food quality, service, etc.
Send to the people who organize events the week before
thank you letters.
Call customers who have tentative reservations, to obtain
the confirmation of the event.
Oversee the dismantling of the living room.
In coordination with the food and beverage manager, schedule
eventos especiales tales como Fiestas de fin de año, cena de
Christmas.
Hire external services for a certain event, when
the hotel does not have that service, sound, flowers, etc.
Plans, directs, and supervises the execution of work.
Check the department's pending book daily.
Regularly visit the department heads to stay informed
from the problems it has regarding maintenance.
Request the general warehouse for the material you need.
Regarding your staff.
Train your staff.
Prepare work schedules.
Select the personnel in coordination with the human resources office.
Design days off and vacations.
Supervises work relationships.
Assign tasks.
Prepare attendance reports.
Authorize extra time
Hold staff meetings.
Establish and disseminate safety standards among your staff.
hotel.
Control the keys to the halls and public areas.
Authorize the obtaining of key copies.
Draw plans for events.