1. Key:-
Step not always applicable
Key to quality
Tip
Further instruction
Department: Connected Service
Owner: Connected Service
Time: 90 Minutes
SOP type: Accommodation Change
System: Not Applicable
Date of last revision and version number:
Step
Instruction
Illustrations / Quote
Comments
Time (sec)
Answer phone under SLA guidelines
Customer informs you that they would like to change accommodation
Ask customer for holiday booking details
Reservation number
Lead name
Name of the hotel
Room number
Contact details of the customer
Find details in system and reconfirm with customer what has been booked
Listen to what the customer’s reasons are
Is the reason justifiable?
If yes, follow ‘how to deal with a complaint’ SOP
Consider the following:
Could you contact the hotel directly to resolve this issue
Is the customer willing to stay in the hotel if you can move their room/ change board basis etc.?
If no, advise the customer that to change accommodation a charge will incur and they will have to move themselves to their new accommodation (taxi cost)
Ask the following questions:
Do you have a particular hotel you would like to move to
What board basis
What star rating?
What location / resort?
Do you want the hotel to be close to the …? 1.
Listen and collect data
Always use customer’s name
20 mins
Try to gain as much information as possible on the expectations and wishes of the guest.
Be realistic when advising when you will update customer, remember siesta times for some Reservation teams
SLA
Answered in three rings
With a positive can do-attitude
Hello, welcome to the Connected Service
You are speaking with…
When looking into alternative accommodation remember if the customer is reluctant to pay for a change to look for ‘like for like’ properties.
“Just to reconfirm the lead name of your booking is … and you are staying in ….”
“If I understood it correctly, you thought that the hotel would be situated in the centre”
Page 1

2. Page 2 Key:- Step not always applicable Key to quality Tip
Further instruction
Department: Connected Service
Owner: Connected Service
Time: 90 Minutes
SOP type: Change of Accommodation
System: Not Applicable
Date of last revision and version number:
Step
Instruction
Illustrations / Quote
Comments
Time (sec)
Refer to NanoRep for alternative accommodation ideas (Destination – Accommodation Change)
If customer would still like to move inform customer that you will contact the reservation’s team for availability.
Give a time to the customer of when you will call them back with an update.
If the hotel has a physical reps service and the rep in due to visit the hotel on the same day advise the customer to speak directly with their rep for an update
Input data into Matsoft
Remember to follow the weekend or out of hours procedures if applicable – See NanoRep for Out of Hours (Destination – Accommodation Change) or for the weekend list
Don’t forget to ask the customer to stay on the line and answer the 3 survey questions at the end of the call.
Complete the first part of the RVA
Confirm in NanoRep the contact details of the reservation department
reservations department (cc in rep and resort admin if applicable and ask them to take over the case) with your request, ask for an update to be sent within 2 hours to you or the rep
25 mins 2.
Contact Reservation Department
Remember to have 3 options of hotels for the Reservations team to check their availability 3.
Calculate costs
When you receive an back from the reservations department with availability find contracts of hotels
Calculate cost difference (refer to NanoRep on how to do this task)
Always reconfirm with your senior consultant the amount you are going to change and get authorisation from them that this is OK
10 mins
Page 2

3. “How you would like to receive your receipt confirmation ”
Key:-
Step not always applicable
Key to quality
Tip
Further instruction
Department: Connected Service
Owner: Connected Service
Time: 90 Minutes
SOP type: Change of Accommodation
System: Not Applicable
Date of last revision and version number:
Step
Instruction
Illustrations / Quote
Comments
Time (sec)
10 mins
Call back customer with available hotel options
If customer would like to change accommodation advise payment will be taken over the phone with credit/debit card
If customer does not have a credit/debit card advise either of the following:
Rep’s next visiting time in the hotel to pay cash to
Advice the closest hotel and visiting time for customer to go and see a rep
Book an appointment with Rep on Request
rep/admin with relevant information 4.
Update customer
Ask the customer if they would like you to a brochure description of the hotel to them before making a decision
If guest would like to think about moving and needs time to think about the options given, inform guests that the accommodation is not held and you will need a decision as soon possible. Offer to call customer back in 30 minutes for final decision.
Payment MUST be taken before customer moves accommodation.
10 mins
Open website of Adelante
Take payment over the phone with a credit/debit card
Ask for the 16 digits across the front of the card
Expiry date
3 digit security code
Complete EKNZ 5.
Take Payment
Never write the customer’s credit card number down and don’t repeat it whilst on the phone with the customer - always input straight from the phone to the website
“How you would like to receive your receipt confirmation ”
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4. Page 3 Key:- Step not always applicable Key to quality Tip
Further instruction
Department: Connected Service
Owner: Connected Service
Time: 90 Minutes
SOP type: Change of Accommodation
System: Not Applicable
Date of last revision and version number:
Step
Instruction
Illustrations / Quote
Comments
Time (sec) 6.
Complete logs
Complete final part of RVA and Reservation / Transfer dept. Admin team and rep (if applicable)
/ Efax confirmation of payment to customer
Complete sales tracker
Update Matsoft
10 mins 7.
Follow up
Set reminder for follow up call
Call customer the follow day to make sure they are happy with their new accommodation
5 mins
Page 3