SOP Template: Create and manage group bookings – apaleo help center

Use one of the templates in this guide as a starting point to write your Standard Operating Procedure (SOP) for group bookings.

In this guide:

Forthcoming

Process: Create and manage group booking

Objective: Provide groups with a smooth booking and stay experience, increasing your likelihood of return business and positive reviews

Responsible: [Staff role - e.g. Reservation Manager]

Last updated: DD.MM.YYYY

Pre-Stay

Receive the group inquiry and send an offer.
Create a group booking.
Create tentative blocks for each room category. If occupancy will vary (e.g. some double rooms will have single occupancy with a gross daily rate of 80 and others will have double occupancy with a gross daily rate of 100), set these up as separate blocks with different gross daily rates.
Receive confirmation of the group offer.
Confirm the room blocks.
Receive guest details.
Create the reservations for each guest by picking them up from the respective block.
Create a group folio if a group invoice will be required: route all services which will be paid by the group to one folio in the booking.
Send pre-arrival communication to the group organizer to confirm the reservation details, any special requests or requirements, and to provide instructions for the check-in process.

Stay:

Check-in procedure for groups: [add in your procedure here; where the group will wait; what information is needed from the group leader, how keys will be allocated, etc.]
On the departure day, check the guest folios to see if you still need to collect any payments before the group checks out - e.g. if there are individual expenses not covered by the group organizer.
Check-out procedure for groups: [add in your procedure here: how keys will be returned, etc.]

Post-Stay

If you want to add in detailed user instructions (what buttons to click in Apaleo) you can copy these in from M1 Lesson 5: Create and manage group bookings.