The primary responsibility of the TA Sales Support team members is to assist the sales team by managing the follow up & collection of payments due from travel agents, securing guest contact information, ensuring bookings are regularized, and ultimately sending invoices.

​

The TA Sales Support Team members will be given a list of reservations and will be responsible for collecting the due payments for these booking, as per the timeline specified under the ‘ROOM & SERVICES  BLOCKING & CONFIRMATION POLICY’. They are also responsible to regularize these booking, secure the guest contact number and finally send invoices for the same.

SALES EXECUTIVE'S RESPONSIBILITIES

For the Sales Support team to work smoothly, it's important to clearly define where the Sales team's responsibilities end and the Sales Support team's responsibilities begin. This clarity facilitates effective coordination and payment management.

In this context, the primary responsibility of the Sales team is to efficiently communicate booking details to the Sales Support team.

Below are the various booking confirmation scenarios and what the sales team is expected to do in each of these scenarios.

TA-D & TA - I - Confirmed Bookings

Confirmed Reservations for which the Check in date is within the next 5 days:

• The Sales executive must confirm the reservation with the full payment. They should then enter the details in the Collections G-sheet so the TA Post-sales team can collect the guest contact number.

Confirmed Reservations for which the Check in date is outside of the next 5 days :

• The Sales executive must confirm the reservation with the requisite payment or guarantee mail as outlined in the confirmation policy. They should then enter the same in the Collections G-sheet so the TA Post-sales team can collect the balance payment and the guest contact number.

CLICK HERE to go to the COLLECTIONS G-Sheet Form

TA - I - Hold Bookings

​

At Evolve Back Resort, "TA-I bookings" refer to reservations made through Indian Destination Management Companies (DMCs) for inbound guests (Non-Indian guests).

​

TA -I blockings /inquiries typically originate about a year before the check in date & there will be a large number of INBOUND blockings in 'Hold' status. For such bookings, we need to constantly be in touch with our travel agent to check the confirmation status. In order to streamline this process, we have come up with the below SOPs.

Hold reservations created for check-in dates within the next 40 days: 

• For such bookings, the Sales executive is responsible to collect the requisite payment as per confirmation policy & confirm the booking on PMS. They should also fill the Collections G-sheet so that the TA Sales Support team can collect the balance payment (if applicable), regularize the booking & collect guest contact number. 

Hold reservations created for check-in dates that are between 40 and 70 days from today:

• The Sales executive should fill the Collections G-sheet as soon as he blocks a reservation under 'Hold' status in MyCloud PMS, so that the TA Sales Support team can follow up with the travel agent &​ Confirm ​/ Cancel the reservation as per policy. After Confirmation, the TA Sales Support team will also collect the balance payment (if applicable), regularize the booking & collect guest contact number. 

Hold reservations created for check-in dates beyond the next 70 days:

• For such bookings, the Sales executive does not have to fill the Collections G-sheet when he makes a 'Hold' reservation. On a monthly basis, the HOD will share a list of 'HOLD' TA-I bookings with the team. The concerned Sales executive must go through each of these Hold bookings & fill the relevant Hold bookings in the Collections G-sheet. The TA Sales Support will follow up with the travel agent &​ Confirm​ / Cancel the reservation as per policy. The TA Sales Support team will also collect the balance payment (if applicable), regularize the booking & collect guest contact number. 

Note for HOD (Rule for downloading the data):

• On the 20th of every month, the HOD with download a list of 'HOLD' TA-I bookings for which the check-in date is outside of 40 days and within 70 days.

• Eg. If a report of 'HOLD' TA-I bookings is generated on the 20th of April 2024, the report will have check-ins from the 1st of June 2024 until the 30th of July 2024.

Part Payments / Amendments in Reservations after Submission into the Collections G-sheet

​

After reservations are entered into the Collections G-sheet by the Sales executive, they are assigned to the TA Sales Support team for follow-up and closure. There are various types of reservations (Hold and Confirmed) that are entered in the Collections G-sheet by the sales execs. Each of these reservations has a possibility to be amended at any time from the time it has been entered into the Collections G-sheet up to the check in date.

​

For instance, a Sales executive may enter a Confirmed TA-D booking into the Collections G-sheet on May 26, 2024, for a check-in on June 18, 2024. This reservation is then allocated to the TA Sales Support team for follow-up. On June 5, 2024, the travel agent requests to amend the reservation by making a room category change.  

​

This amendment must be communicated efficiently to the TA Sales Support team to ensure they have the most up-to-date information.

​

Standard Operating Procedure (SOP) for Amendments:

​

Sales Executive Notification:

• The Sales executive must send a detailed email to their Head of Department (HOD) outlining the specific amendment and how the reservation has changed since its entry into the Collections G-sheet.

• Click here to view the email format- Booking Amendment Notification

HOD Responsibilities:

• The HOD will review the amendment details provided by the Sales executive.

• The HOD will make the necessary updates in the Collections G-sheet.

• The HOD will inform the TA Sales Support team of the changes, ensuring they have the most accurate information for follow-up.

This procedure ensures that all amendments, such as room upgrades or part payment collections, are accurately communicated and updated, maintaining the integrity and accuracy of the reservations process.

TA SALES SUPPORT TEAM EXECUTIVE'S RESPONSIBILITIES

The TA Sales Support Team Executives are responsible for assisting the Sales team in successfully closing and managing reservations. Their duties can be divided into the following key tasks:​

1. Collection of Payments Due from Travel Agents

2. Collection of Guest Phone Numbers 

3. Booking Regularization 

4. Sending Invoices to Travel Agents 

Detailed Responsibilities

1) Collection of Payments Due from Travel Agents:​

This can be considered as the primary responsibility of the TA Sales Support team. Bookings will be allocated to the executives on a daily basis and the requisite payment needs to be collected from the Travel Agent through timely and efficient follow up.  There are 2 types of bookings that will get allocated to the TA Sales Support Team, i.e a) TA-D & TA-I Confirmed Bookings and b) TA-I Hold Bookings.

Procedures for TA-D & TA-I Confirmed Bookings:

• For each of the bookings, please ensure timely follow-up with Travel Agents to collect and post full payment in MyCloud PMS by 11:59 PM on the date specified in the ‘Deadline for Final Payment’ column. Please click here for the email format - Payment Request & Confirmation Mail​​

• After posting the payment, please update the 'Payment Status' dropdown in the Collections G-sheet as per below guidelines.

  • Payment Collected as per Policy: 

    Select this option when the full amount is posted in MyCloud PMS by 11:59 PM on the date mentioned in the ‘Deadline for Final Payment’ column.

  • Payment Collected with Deviation: 

    Select this option when the payment is posted after 11:59 PM on the date mentioned in the ‘Deadline for Final Payment’ column.

    *Note: Such postings require prior HOD approval in writing.

  • Payment Collected by Sales Executive: 

    Select this option when the full payment is collected and posted by the Sales Executive.

  • Booking Cancelled: 

    Select when the reservation reflects as 'Cancelled' in MyCloud PMS.

​

Procedures for TA-I Hold Bookings:

​

For all TA-I Hold Bookings allocated to the TA Sales Support Team, the executive will use their skills and training to convert the 'Hold' bookings to 'Confirmed' bookings by collecting the requisite payment. Please follow the guidelines below to achieve this conversion.

​

Steps to Move a ‘TA-I Hold Booking’ to a ‘TA-I Confirmed Booking’:

​

• OPTION 1 (Preferred):

  • Collect the full amount specified in the 'Amount to be Collected' column in the Collections G-sheet. Please click here for the mail format - TA-I Payment Request mail

  • Post this payment to MyCloud PMS by 11:59 PM on the date specified in the 'Deadline to Convert Booking from Hold to Confirmed Status' column.

  • Change the reservation status in MyCloud PMS from 'Hold' to 'Confirmed'.

  • Update the 'Confirmation Status' column in the G-sheet to 'Booking Confirmed'.

  • Update the 'Payment Status' in the Collections G-sheet to 'Payment Collected as per Policy'.

​​

• OPTION 2:

  • If the agent is unwilling to pay 100% payment as mentioned in the 'Amount to be collected' column, then the TA Sales Support Team executive may collect 25% of the said payment.

  • Post this partial payment to MyCloud PMS by 11:59 PM on the date specified in the 'Deadline to Convert Booking from Hold to Confirmed Status' column.

  • Change the reservation status in MyCloud PMS from 'Hold' to 'Confirmed'.

  • Update the 'Confirmation Status' column in the Collection G-sheet to 'Booking Confirmed'.

  • Collect and post the remaining 75% of the payment to MyCloud PMS by 11:59 PM on the date specified in the 'Deadline for Final Payment' column.**

  • Once 100% payment is collected, update the Payment Status in the Collections G-sheet to 'Payment Collected as per Policy'.

​

**Please note that there may be cases where we are unable to collect the aforementioned balance 75% payment as per the specified deadline.  In such cases, the TA Sales Support executive must take prior HOD approval in writing to collect the payment after the deadline. The Payment Status in the Collections G-sheet should be updated as 'Payment Collected with Deviation'.

Despite our follow ups and efforts, if we are unable to convert a ‘TA-I Hold Booking’ booking to ‘TA-I Confirmed Booking’ using the options as mentioned above, then the Sales support team executive needs to release the reservation in MyCloud PMS. The Confirmation Status &  Payment Status  in the Collections G-sheet should be updated as 'Booking Cancelled'. The executive must also send a mail to the agent with a copy to all concerned intimating the release of the reservation. Please click here for the mail format - Response to Cancellations.

2) Collection of Guest Phone Numbers:

Travel agent bookings both TA-I and TA-D are bookings done by the Travel Agent on behalf of the guest. Hence, the sales executive may not receive the guest phone number at the time of reservation confirmation. The guest phone number is a vital information that we need so that we can give the guest a welcome call and update them on driving route directions etc…

The sales support team is expected to ensure that every TA-I and TA-D booking is updated with the guest contact number in MyCloud PMS by 11:59 PM on the date specified in the ‘Deadline for Final Payment’ column. Please click here for the mail format -Request for Guest Number

Please be sure to update the 'Contact Number Status' column in  Collections G-sheet as per below guidelines.

• Contact Number Secured as per Policy:

  • Select  this option when the guest's contact number is updated in MyCloud PMS by 11:59 PM on the date mentioned in the ‘Deadline for Final Payment’ column.

• Inbound – Driver/Guide Details Secured:

  
  

  • Select  this option when the Inbound guest's Driver/Guide phone number is updated in MyCloud PMS by 11:59 PM on the date mentioned in the ‘Deadline for Final Payment’ column.**

• Contact Number Secured with Deviation:

  • Select this option when the contact number is updated after 11:59 PM on the date mentioned in the ‘Deadline for Final Payment’ column but before 12 noon on the check in date.

• Booking assigned within 5 days or after check in & hence unable to secure the contact number:

  • Select this option when the booking has been added to the Collections G-sheet within 5 days of check-in and hence the TA Sales support executive is unable to secure the contact number even up to 12 noon on the check in date.

  • If however the executive is able to update the contact number before 12 noon on the check in date, they can choose ‘Contact Number Secured as per Policy’ dropdown.

• Contact Number Not Secured:

  • Select this option when TA sales support executive is unable to collect the contact number within the specified timelines.

• Booking Cancelled:

  • Select this option when the reservation reflects as 'Cancelled' in MyCloud PMS.

**CAUTION: Please note that the TA Sales Support team executive should update the contact number of the guest who is traveling to the resort. They should NOT update the the Travel Agent / Sub-Agent / Driver / Guide contact number. However for Inbound guests (TA-I bookings), we may not be able to get the guest contact number from the agent. Hence, as mentioned above, for such guests we should get the  Driver/Guide phone number and update the same in the 'Notes’ section of the reservation (Not the Personal Information Section), under the ‘MISC’ code as mentioned below.

• MISC – Driver Details : Mr. Ravi – 9876543210 - KA 02 MA 1345

• MISC – Guide Details : Mr. Raju – 9876543233 - KA 03 MA 3443

3) Booking Regularization: 

​

For data and audit purposes, it is important that all reservations in MyCloud PMS is accurate with respect to Booked Thru, Debtor Code, Firm Name, and Guest Class. It is the responsibility of the  TA Sales Support team to ensure that every TA reservation (TA-I & TA-D) is regularized and corrected w.r.t to the above mentioned fields.

4) Sending Invoices to Travel Agents: 

The  TA Sales Support team will ensure that Invoices are sent to the travel agent for every TA reservation (TA-I & TA-D). The invoice should reach the Travel agent by email within 10 days of the check-out date. Please click here for the email format - Invoice

​

By adhering to these procedures, the TA Sales Support team ensures effective management of bookings, payment collections, and communication with travel agents, thereby supporting the overall sales process.

TA POST-SALES TEAM EXECUTIVE INCENTIVE

TA POST-SALES TEAM EXECUTIVE INCENTIVE

The TA Post-sales team plays a very important role in the revenue generation of the TA team and hence the Post-sales team's incentive will depend on the target and achievement of the TA team. However the base incentive amount will depend on how well they have followed the SOPs when collecting payments and contact numbers from our travel agents.

We have arrived at the below logic to calculate the TA Post-sales team’s base incentive amount.

Note: If an executive’s incentive as per CTC is Rs. 10,000/-, 50% of the same will depend on ‘Payment Status’ and the remaining 50% will depend on the ‘Contact Number status’, as updated in the Collections G-sheet.

​

For ease of calculation, we will consider the following example:

Let us consider that the Payment Status & Contact No. Status updated for the 151 bookings assigned is as follows:

Incentive Calculation:

Step 1: Calculate the Base incentive amount

• Inorder to arrive at the base incentive amount based on ‘Payment Status’, only the below 2 status will be considered and the score for the same will be as follows:

  • Payment collected as per policy | Score: +1

  • Payment collected with deviation | Score : -1

• Calculation steps for incentive based on Payment Status:

  • No. of bookings for which the status is ‘Payment collected as per policy’ is 60 bookings and the score will be 60 (60x1)

  • No. of bookings for which the status is ‘Payment collected with deviation’ is 2 bookings and the score will be -2 (2x-1)

  • The total is 62 bookings and score is 58 (60-2), which is a 93.54%

  • So, base incentive amount based on ‘Payment Status’ will be 93.54% of Rs. 5000/- (50% of CTC incentive) = Rs. 4677/-

• Likewise, inorder to arrive at the base incentive amount based on ‘Contact Number Status’, only the below 4 status will be considered and the score for the same will be as follows:

  • Contact number secured as per policy | Score : +1

  • Inbound – Driver / Guide details secured | Score : +1

  • Contact number secured with deviation | Score : -1

  • Contact number not secured | Score : -2

• Calculation steps for incentive based on Contact Number status:

  • No. of bookings for which the status is ‘Contact number secured as per policy’ is 83 bookings and the score will be 83 (83x1)

  • No. of bookings for which the status is ‘Inbound – Driver / Guide details secured’ is 53 bookings and the score will be 53 (53x1)

  • No. of bookings for which the status is ‘Contact number secured with deviation’ is 2 bookings and the score will be -2 (2x-1)

  • No. of bookings for which the status is ‘Contact number not secured’ is 1 booking and the score will be -2 (1x-2)

  • The total is 139 bookings and score is 132 (83+52-2-2), which is a 94.96%

  • So, base incentive amount based on ‘Contact Number Status’ will be 94.96% of Rs. 5000/- (50% of CTC incentive) = Rs. 4748/-

Hence the Total Base Incentive will be Rs. 9425/-

Step 2: Calculate the actual incentive amount

• After the base incentive is calculated, the next step is to calculate the actual incentive, which will depend on the team’s target achievement.

• Let us consider that the TA team has achieved 97% of their target for a month. Now the actual incentive amount will be 97% of the executive’s base incentive amount, that is 97% of 9425/-, which is = Rs. 9142/-

Step 3: Add boosters

• The Sales Support team is assigned the responsibility of auditing the entries & updates does by the other members of team. For every mistake that a respective executive (Executive A) identifies, he becomes eligible for a credit equivalent to Rs. 200/-. Likewise for each wrong entry that Executive A has done, Executive A loses Rs. 200/-.

• These boosters are added to the actual incentive amount to arrive at the Final Incentive amount.