OTA Reservations

Purpose

To keep online travel agency bookings accurate, inventory synchronised and guest communication timely across all connected channels.

Scope

Covers bookings, modifications, cancellations, no-shows, commission tracking and guest messages received through OTA extranets and the channel manager.

Responsibility

Reservations Executive monitors channels; Revenue Manager controls rates and inventory; Front Office Manager reviews daily channel reconciliation.

Detailed procedure

1. Log in to each OTA extranet and the channel manager at the start of every shift, and review new and modified bookings.
2. Match each OTA booking with the property management system by booking reference, guest name, dates and room type.
3. Record the payment type, whether prepaid, virtual card or pay at hotel, and any commission details on the reservation.
4. Add special requests and meal plans to the booking notes and flag them to the relevant department.
5. Respond to guest messages in the extranet within two hours and log the response.
6. Process cancellations and no-shows as per the channel policy, and release inventory immediately.
7. Reconcile channel bookings with the system at day end and report any mismatch to the Front Office Manager.

Standards and guidelines

• No booking remains unmatched between OTA and system for more than one shift.
• Inventory is updated within 30 minutes of any change in availability.
• Guest messages receive a professional response in the guest’s language where possible.
• Channel credentials are held by authorised staff only.

Required records and documentation

• Daily OTA reconciliation sheet
• Channel booking report
• Cancellation and no-show log
• Guest message log

Related images

Document control