Subject: Multiple calls
From: Pritish Nandi <[email-masked]>
To: Roomer Group <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Tue, 26 Sep 2017 22:52:24 +0530 (IST)

Team, 

Please make sure that you are not calling the hotel or TA multiple times for the same issue, either name change or special request or anything else. This creates doubt and also suspicion on the booking. We have had these issue in the past where the hotel get's extremely frustrated and denies help. By calling multiple times we are creating future problem for ourselves. 

This is how it should handle- 

If the check in is same day or very near - Call the hotel or TA for the name change and try to complete or wrap up the name change on the same call. If hotel denies or request for further action then please ask the complete procedure and set expectations with the hotels correctly. This should be done smartly and there is no set process for it. It would absolutely depend on the the situation and you should handle the call accordingly. Write your notes clearly about the conversation and the next person should follow accordingly. If you are not sure how to handle this please seek assistance from your immediate supervisor or senior. 

If the check in has time - Call the hotel or TA for the name change and try to complete or wrap up the name change on the same call. If it needs further action again please ask for the complete procedure and set expectations with the hotels correctly. Check the requirement and follow up accordingly however again this should be done smartly. Do not call multiple times and wait for the changes to be done or reflect in the hotel system. Write your notes clearly about the conversation and the next person should follow accordingly. If you are not sure how to handle this please seek assistance from your immediate supervisor or senior. 

Please do not make multiples calls for name change confirmation on the same day. Please understand that the front desk specifically could be very busy handling customer and we do not want to create frustration for them by calling again and again. For them this is not the only transaction they handle so they could disconnect or go rude. However please handle these situations calmly and smartly.. 

R egards, 
Pritish Nandi