OMV Reservations SOP | Ocean Mantra Village

New booking

when a booking arrives

Create the reservation in Cloudbeds. Check: name · email · WhatsApp · dates · accommodation · guests · total amount · booking source. Record the deposit. Check the remaining balance. Write everything into the Cloudbeds notes.

Booking confirmed

once the deposit is paid

Send the Booking Confirmation to the guest. Send the Pre-Arrival Guide to the guest. Ask for anything missing: full name, email, WhatsApp number. Ask for arrival and departure flights to Bima (BMU).

Pre-Arrival Guide · PDF open, download, send to the guest

No flights yet? Keep the guest on the follow-up list and ask again later.

Flights & airport transfer

when flight details arrive

Add the flights to the Cloudbeds notes. Tell the guest we will meet them at Bima airport and organise the transfer.

IDR 750,000one way, per car

IDR 1,500,000round trip, per car

Max 4 guestsper car

Several guests arriving or leaving at the same time share one car and split the cost. One guest alone — private transfer.

Every morning

daily, in this order

Update the 5-day forecast — bungalows and glamping. Post tomorrow's arrivals and departures in the WhatsApp group. Go through upcoming reservations — missing contacts, flights, transfer or payment? Update the guest overview for the team in WhatsApp. Follow up on everything that is missing.

One day before arrival

every guest arriving tomorrow

Recheck the flight details. Take the driver's name and contact from the transfer message front office posted in the reservations group. Nothing in the group? Ask there for the transfer details. Send the driver's name and contact to the guest — “tomorrow you will be met at the airport by …”. Cloudbeds: reservation, flight, transfer and payment all correct. The operational team has what it needs for the arrival.

Drivers

Wally · Amir · Tagili

Front office arranges the transfer and posts it in the reservations group. Reservations pass the driver on to the guest.

Arrival day

check-in day

Follow the arrival and the transfer. Check the outstanding balance. Make sure the balance is correct, and issue an invoice if required.

One day before departure

every guest leaving tomorrow

Check the guest's departure flight time. Post it for front office in the reservations group — flight time, departure time from Ocean Mantra and an early breakfast time if one is needed. Flight time still unknown? Tell front office in the group that we still do not know it.

Standard timings

Flight 11:00Early breakfast 07:00
Leave 07:30

Flight 13:00Breakfast as scheduled 08:30
Leave 09:00

Flight 14:00Breakfast as scheduled 08:30
Leave 10:00

After departure

one day after the guest leaves

Send one message: thank you, the returning-guest discount and the review request — with the certificate attached.

OM Friends certificate · PNG open, download, attach to the message

Reservations — what to do, step by step