SOP - Sales

Sales & Marketing
Standard Operating Procedure

Update: 08.08.08 / CO-SM-SOP-Index
Hotels & Resorts Sales& Marketing SOP Index
Code Topic
Procedures and Policies
1. CO-SM-SOP-001 Fax-Telephone Handling

2. CO-SM-SOP-002 Sales Tasks
3. CO-SM-SOP-003 Issuing of Group Quotations
4. CO-SM-SOP-004 Issuing of Contract Rate Agreement
5. CO-SM-SOP-005 Sales Officer Administrator Tasks
6. CO-SM-SOP-006 Contract Rate Agreement Process
7. CO-SM-SOP-007 Weekly Sales Plan Procedure
Reports
8. CO-SM-RP-001 Weekly Sales Report

9. CO-SM-RP-002 Group Action Plan-Function Sheet
10. CO-SM-RP-003 Summary of Allotments
11. CO-SM-RP-004 Sales Activity Follow-up Report
Format
12. DCO-SM-FR-001 Contract Rate - Sample
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Sales & Marketing

Update: 08.08.08 / CO-SM-FR-001
Contract Rate Agreement - Sample
Rate Agreement
This agreement is between
XXX & Agent

Street 1 Contact
Country,City, ZIP Position
Tel: Address
Fax:
Tel :
Fax :
Email
Room Rate XXX Market Room including Breakfast
Validity Room Category Single Twin

Low Season
High Season
Peak Season
Additional Contractual Information:
All rates listed above are published in Thai Baht on a per room basis including 10 % Service charges, 7 % Government
Tax.
Prices based on room incl. breakfast
Extra bed is not available in Superior room (daybed available)
Extra bed : THB XXX for all season maximum 2 pax and available only in Deluxe suites .
Children under 3 years of age : FOC including breakfast (baby cot available; extra bed will be charged according to
list prices)
Children from 3-12 years of age sharing room with parents in Superior (day Bed available) with breakfast surcharge @
THB XXX net.
First child from 3-12 years of age sharing room with parents in Deluxe is free of charge with compulsory breakfast @ THB
XXX. Second child from 3-12 years of age XXX % discount from extra bed including breakfast.
Children above 12 years of age pay full extra bed including breakfast.
Compulsory X-Mas Eve dinner THB XXX / net / per person.
Compulsory New Year Eve dinner THB XXX / net / per person.
New Year period require minimum stay XXX Nights.
Transportation to and from the airport @ THB XXX /net/ per party.
Meals
A la carte breakfast adult @ THB XXX.- net / person ( Breakfast is served from 07.00 till 14.00 hrs )
A la carte breakfast child @ THB XXX.-net/ person
Lunch set @ THB XXX/person/day , children under 12 years old receives XXX % discount.
Dinner set @ THB XXX/person/day, children under 12 years old receives XXX % discount.
Sales & Marketing

Update: 08.08.08 / CO-SM-FR-001
Key Conditions of Agreement
All above rates are in Thai Baht per room per night for single and double occupancy and non-commissionable. They
are inclusive of applicable government tax and service charge. Rates quoted are applicable only to individual
reservations (maximum 5 rooms).
Rates quoted are not applicable to individual commercial business travelers or corporate accounts. The business
partner shall feature the hotel in its programs and brochures where appropriate and also include a color photograph
of the hotel.
Contract rates quoted must not be quoted unpackaged, or placed as net nightly rates on any web page, brochure
or leaflet.
Rates offered are applicable only if reservations are made directly to the hotel.
The business partner shall under no circumstances offer accommodation at the hotel to third parties at rates higher
than the hotels published tariff prevailing at the time of intended occupancy.
The hotel shall advise the business partner of published tariff changes as and when these occur.
All information & rates offered in this agreement are strictly confidential & may not be disclosed to third parties for
whatsoever reason or purpose.
The hotel shall not be responsible and shall be relieved of its obligation under this agreement in the event and to the
extent the performance of this agreement is delayed or prevented by any cause reasonably beyond its control,
including, Acts of God, and circumstances not due to its fault or negligence.
Reservation
The Tour Operator shall direct all reservations to reservations@ XXX.com or fax number XXX XXX XXX.
Reservations & cancellations must be confirmed to the hotel directly by fax, email or letter.
Honeymooners (Standard inclusions: Subject to minimum XXX nights stays)
Welcome Surprise
Complimentary bottle of XXX wine.
Complimentary Room Policy Groups
Each group booking of fifteen (XXX) full paying rooms or more will receive one (XXX) complimentary room including
breakfast for the bona fide tour escort. Group bookings are subject to approval by the General Manager.
Cancellation Policy
The business partner shall notify the hotel in writing of any cancellation prior to the minimum notice dates, otherwise a late
cancellation charge will apply as follows;
High Season
o No penalty will be incurred if the cancellation is received by the hotel up to XXX days prior to the scheduled arrival
date.
o Cancellation made less than XXX days prior to the arrival day. Cancellation fee equivalent to the contract rate of one
night will apply.
Peak Season
o No penalty will be incurred if the cancellation is received by the hotel up to XXX days prior to the scheduled arrival
date.
o Cancellation received by the hotel between XXX - XXX days prior to arrival day, a cancellation fee equivalent to
XXX % of the total value of booking will be charged.
o Cancellation made between XXX - XXX days before the arrival day, a cancellation fee equivalent to XXX % of the
total value of booking will apply.
o Cancellation made less than XXX days prior to arrival day, XXX % of the total value of booking will be charged
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. -2-
Sales & Marketing

Update: 08.08.08 / CO-SM-FR-001
Low Season
o No penalty will be incurred if the cancellation is received by the hotel up to XXX hours prior of the scheduled arrival
date.
o A penalty equivalent to the contract rate of one night will be charged for cancellations within XXX hours prior to the
scheduled arrival date.
No Show Policy
In the event that the individual or entire groups do not arrive, or should the client or group fail to arrive without prior
cancellation, the Hotel will charge the equivalent XXX% of the total value of booking.
Check in Check out times

Check in time is 14:00 hours and check out time is 12:00 hours (noon).
For a late check out to 18:00 hours, a XXX% charge of applicable daily contract rate applies. For check outs after
18:00 hours, one full night contract rate applies.
Guaranteed access to rooms prior to 14.00 hours may be reserved from the previous evening with one night additional
contract rate charge. All of these facilities are subject to availability.
Early Check-Out
In the event that the individual or entire groups check-out ahead of the booked and confirmed departure date, the
hotel reserves the right to charge a penalty to the business partner equivalent to the contract rate of the full length
stay.
Payment FIT
Full payments must be received no later than XXX days prior to arrival for low season, XXX days for reservation during high
seasons and XXX days during peak seasons, unless credit facilities have been established with the Hotel.
Payment Groups
All group bookings will be accepted subject to the following conditions, unless otherwise agreed and confirmed by the Hotel in
writing:
Positive space will be blocked on receipt of an estimate XXX % of master account charges, which is non-refundable.
XXX % of master charges must be received by hotel no later than XXX days prior to group arrival, with the final rooming
list. The Balance prior to group check in unless credit approved.
Payments will be made direct to : XXX Co., Ltd

Wire transfer to : Dara XXX Co., Ltd
Bank : Bank of XXX branch XXX
Saving Account No. : XXX - XXX
Bank Address : XXX, XXX XXX XXX XXX XXX
Swift Code : XXX
Credit Terms
Rates on this contract are conditional on payment being received by the hotel no later than XXX, XXX, XXX and XXX
days from the date of invoice if credit facilities have been established.
In the event of incorrect billing or disputed totals, a grace period of XXX days is extended to facilitate correction and
subsequent settlement.
Where credit facilities have been approved, and there is failure to effect payment of any outstanding amount within
the credit period, the hotel reserves the right to withdraw the credit facility and refuse any new bookings on a credit
basis until all outstanding accounts are settled.
Sales & Marketing

Update: 08.08.08 / CO-SM-FR-001
Credit Terms - continued
Invoicing will be in the currency of the contract.

The hotel reserves the right to demand full payment for all outstanding accounts under this agreement should
delinquency in payment occur. Should such payment not be made to the hotel when requested, the hotel, at its
option, may cancel your credit privileges.
In addition, where accounts are not paid within thirty (XXX) days after the billing date, a XXX % per month late
payment charge will be assessed. In the event of a disputed charge, the balance due less the disputed amount is to
be paid while the disputed item is reviewed with the hotel.
Government Tax
Rates quoted in this contract are inclusive of applicable VAT. In case of an increase in VAT or any additional taxes, the Hotel
reserves the right to add such taxes to the rates from the date of their implementation.
Booking Documentation
The hotel will provide services to the clients on the agents account according to exact instructions on booking documentation
received (room lists, voucher etc.) in the event of unclear documentation or instructions, the clients shall be charged direct for
any such services at the published Hotel rate prevailing, and no responsibility is accepted by the hotel for any claims resulting
from this procedure
Change of ownership or Management
The hotel must be informed in writing at least XXX days prior the effective date of any change to ownership or management.
Disputes, actions or other matter arising
It is expressly agreed and declared that the proper law of this Agreement is the law of Thailand and that any disputes, actions
or other matters arising hereunder shall be determined in a court of law in Thailand in accordance with the laws and
procedures of Thailand and under any all circumstance. Legal jurisdiction Suratthani Province, Kingdom of Thailand
AUTHORIZED SIGNATORY AND COMPANY STAMP
SIGNATURE
NAME:
DESIGNATION
SINGATURE SIGNATURE
NAME NAME:
DESIGNATION: DESIGNATION:
COMPANY
COMPANY:
ISSUE DATE: MAY 26, 2009 DATE:
Sales Report
Date/Year Sales Report
DAY/TIME COMPANY NAME CONTACT PERSON/POSITIONS Market E-MAIL/WEBSITE REPORT / DARA SAMUI Action
REPORTED BY: ACKNOWLEDGED BY:
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
To : From :
Subject : Date :
GROUP ACTION PLAN
Accommodations : Action by:
Group name :
Group Code :
Period of stay :
No. of room & No. of pax :
Name List :
Room rate :
:
Complimentary room :
Upgrades :
Remarks :
Amenities :
Welcome letter :
Check in procedure :
Welcome drink :
Meeting and F & B Action by:
* Breakfast :
Time :
Venue :
No. of pax :
Price :
* Meeting :
Time :
Venue :
No. of pax :
Price :
Set up :
* Lunch :
Time :
Venue :
No. of pax :
Price :
Set up :
Remarks :
* Payment Action by:

Charge to guest account :
Billing to Company :
Deposit :
Contact person :
Estimate Revenue : Accommodation THB

Banqueting THB
Total THB 0.00
Best regards, Acknowledged by:
Sales/Co-ordinator
FO/GRV/ENG/CHef/FB/CTM/BQ/FC/
Operator/Spa/Security/Bakery/PA CC: GM/RM/EAM
Allotment allocation summary
Room Type No.of Room/ 08/09 Cut of Date Credit Term

No. Company Name
Year round CTR 08/09 Low High Peak
1 Agent 01 Superior 7 14 30 YES
Agent 02 Superior 7 14 30 YES
Total Superior 61 Updated by:

Dara Villa 3 #######
Deluxe 3
Activity Report
Date Description of Activity By Whom Follow up
Sales & Marketing

Update: 08.07.08 / CO-SM-SOP-001
Fax/Telephone Handling
Objective
This SOP shall ensure that incoming faxes and telephones are handled efficiently.
Procedure
Fax checking
Every fax-in will be checked in the mornings.
The fax will be processed to either the Sales Office or to the property office.
Fax requesting issuance of contracts is forwarded to the DoS/Sales Manager/Assistant.
Receiving of telephone
All calls are answered within 3 rings Good morning/afternoon/evening, Hotels & Resorts or
property Sales Department, Khun (name of associate) speaking, how may assist you?
General enquiry is immediately given to the sales office.
Urgent reservations required are noted down and contacts are contacted by the Sales office.
Room reservation calls for FIT clients are processed to the Hotels/Resort Reservation
Department.
Sample flow chart as the following:
Checking of room Reserve/Book/Confirm

availability through Hotels/Resorts
RSVN
Good FIT Reservation is Write down date, name,

morning/afternoon/evening required room type, offered rate and
Dara Hotels & Resorts or policies
(name of DHR property), how
may assist you?
Only information is required Reserve the room
Provide Hotel/Resort
Sales line
information, CDs, brochures
etc.
Hotels RSVN line
Sales & Marketing

Sales Tasks
Scope of Work
Weekly sales plans, day to day sales visits and sales reports.
Presents and provides information to clients by focusing on FITs/ GITs and Agents on Corporate
accounts, Embassy & Airlines with potential.
Responses to correspondence inclusive of quotations as requested.
Classifies category of clients and prepares a suitable sales proposal for each category.
Attends major promotional events, oversea trade shows to promote and generate sales.
Establishes and maintains files on all major accounts.
Ensures awareness of the competitors activities at all times.
Plans and executes sales trips to all major market areas and reports to the Owners
Representative/DoS/GM on new potential market areas that should be covered.
Responsible for dissemination of sales and related information to other departments as
appropriate.
Expands account base, and also stays in close relation with all existing and future business.
Ensures that all requests and follow-ups of correspondence are promptly handled.
Handles client complaints; request, enquire and co-ordinate with all departments concerned.
Handles telephone enquiries and scheduled appointments, viewing corporate accounts and
walk-in requests, including Tour operators.
Performs any other duty assigned by the Management.
Sales & Marketing

Issuing of Group Quotations
Objective
This SOP is to ensure that all contracts are sent to all relevant parties as soon as possible.
Departments Involved
Sales &Marketing/Reservations/Front Office/FI Department/F&B
Procedure
Sales Manager prepares all group quotation rates based on approved rate structure and
instructions of Owners Representative/MD/DoS/GM.
Sales Manager submits contracts to the client in PDF format within 24 hours via email or fax with
copy to all departments concerned.
Sales Manager follows-up and inquires feedback within 3 days the quotation has been issued.
If the client agrees with the rate, signed quotation is to be sent back/returned by mail/email/fax
to the Sales Manager.
Sales Manager sends the original quotation to all departments concerned for follow-up and
filing purpose.
Sales & Marketing

Issuing of Contract Rate Agreement
Objective
This SOP is to ensure that requests for contracts are handled efficiently and in the correct way.
Procedure
Contract requests sent by email/mail/telephone or fax are forwarded to the Sales Manger.
Sales Manager classifies the category of clients and prepares a suitable sales proposal for each
category.
(Wholesales rate A, B or C, Internet rates A or B, Embassy rate, Airline rate etc.)
After classifying the suitable rate for each company, Sales Manager forwards rates/proposal to
the Administrative Assistant or Sales Secretary to issue the contract by using the form of each
category.
Administrative Assistant submits document to the Sales Manager for proof-read.
Sales Manger signs the Contract of Rate Agreement and forwards it to the Owners
Representative/MD/GM for Co-signature.
Sales Manager and Administrative Assistant distributes the rate agreements to the clients either
by fax or email.
Administrative Assistant follows-up within 3 days of distribution.
This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler 1
Sales & Marketing

Sales Officer Administrator Tasks
Scope of Work
Checking of Fax
Every fax in will be stamped FAX IN & DATE.
Every fax out will be stamped FAX OUT & DATE.
Checking of fax every morning, forwarding to the respective person/department.
Forwards reservation/booking requests to the Hotels/Resorts Reservation Department with
follow-ups.
Forwards Contract Rate Agreement requests to the Sales Manager to classify all suitable
rates.
Telephone Handling
Answers all calls within 3 rings.
Answers all calls with its appropriate greeting as per corporate manual.
Handles all general information inquiry.
Forwards reservation/booking requests to the Hotels/Resorts Reservation Department with
follow-up.
Issuing of Contract Rate Agreements

After receiving fax of Contract Rate Agreement requests, forwards documents to the Sales
Manager to classify suitable rates.
Issuing of Contract Rate Agreements
Prepares Contract Rate Agreements for the DOS/Sales Manager etc., for authorization.
Distributes Contract Rate Agreements to agents/companies.
Follows-up on signed contracts within 3 days of distribution.
After receiving, signed contracts from agencies/companies, are forwarded to the
Hotel/Resort.
Creation of folders for each travel agency/company.
Filing of the signed contract and all correspondence on one side, follow-up/action sheet
for this agent on the other side of the same folder.
Fling of hanging files, separated by categories; wholesale/ website/ corporate/ airline/
embassy.
Filling of documents and Contract Rate Agreements in alphabetical order.
Every action is noted and to be follow-up on the action sheet with signature and date.
Updating of contract list in the database in alphabetical order.
Filing
Files faxes, rates, documents etc. separated by (rate) categories.
Sales & Marketing

Sales Officer Administrator Tasks

Controlling of office expenses
Checks office supplies, orders and requested/new supplies.
Collects all receipts.
Advances payment as appropriate (telephone bills, electricity etc)
Clears receipts every end of the month with the FI Department
Prepartion of outgoing Correspondence

Prepares all documents for the DOS/Sales Manager.
Follows-up on sent documents.
Others
Handles all other administrative tasks in the office.
Follows-up on any other tasks assigned by the DOS/Sales Manager
Sales & Marketing

Contract Rate Agreement Process
Checking of incoming fax Fax has arrived
Reservation from Agent Other document Contract Rate Agreement

Request
Sending of Reservation fax to Separated by category Forward to the DoS/Sales Manager

property (to quote a suitable rate)
Acknowledge of Reservation FINISH Issue of Contract Rate Agreement

Follow up on reservation received after approval by the DoS/Sales
Manager
Preparing of Contract Rate

FINISH Agreement for authorization and
signature
Sending of Contract Rate

Agreement to agencies by
fax/mail
Follow-up on all Contract Rate

Agreements
Filing of returned, approved

Contracts, followed by forwarding
of copies to all Departments,
update of database
FINISH
Sales & Marketing

Weekly Sales Plan Procedure
Objective
The purpose of the weekly sales plan and report is to establish a weekly, forecasted action plan for all
sales activities concerning prospective travel agencies/companies/corporate accounts which are to
be acquired.
Procedures
Sales Manager/Assistant Sales Manager submits the plan for the following week and the
report of the previous week to the General Manger.
Remarked requirements/complaints from travel agents are added in the Report Form
with company name/contact person/position/contact details/telephone/fax and
email/comments with follow-up.
Administrative assistant/Administrative officer submits the weekly report to the Sales
Manager.
Sales Manager collects all reports and sends it to the General Manager by email on the
first day of week.
Follow-up on the Action/follow-up column in the report (if any), by either Sales Manager
or Assistant Sales Manager.

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Sales & Marketing

Standard Operating Procedure

Hotels & Resorts Sales& Marketing SOP Index

Procedures and Policies

1. CO-SM-SOP-001 Fax-Telephone Handling

8. CO-SM-RP-001 Weekly Sales Report

12. DCO-SM-FR-001 Contract Rate - Sample

Standard Operating Procedure

Contract Rate Agreement - Sample

XXX & Agent

Room Rate XXX Market Room including Breakfast

Validity Room Category Single Twin

Additional Contractual Information:

Standard Operating Procedure

Contract Rate Agreement - Sample

Key Conditions of Agreement

Honeymooners (Standard inclusions: Subject to minimum XXX nights stays)

Complimentary Room Policy Groups

Standard Operating Procedure

Contract Rate Agreement - Sample

Check in Check out times

Payments will be made direct to : XXX Co., Ltd

Standard Operating Procedure

Contract Rate Agreement - Sample

Credit Terms - continued

Invoicing will be in the currency of the contract.

Change of ownership or Management

Disputes, actions or other matter arising

AUTHORIZED SIGNATORY AND COMPANY STAMP

Date/Year Sales Report

REPORTED BY: ACKNOWLEDGED BY:

Meeting and F & B Action by:

* Payment Action by:

Estimate Revenue : Accommodation THB

Room Type No.of Room/ 08/09 Cut of Date Credit Term

Total Superior 61 Updated by:

Date Description of Activity By Whom Follow up

Standard Operating Procedure

Sample flow chart as the following:

Checking of room Reserve/Book/Confirm

Good FIT Reservation is Write down date, name,

Only information is required Reserve the room

Standard Operating Procedure

Standard Operating Procedure

Issuing of Group Quotations

Sales &Marketing/Reservations/Front Office/FI Department/F&B

Standard Operating Procedure

Issuing of Contract Rate Agreement

Standard Operating Procedure

Sales Officer Administrator Tasks

Issuing of Contract Rate Agreements

Standard Operating Procedure

Sales Officer Administrator Tasks

Prepartion of outgoing Correspondence

Standard Operating Procedure

Contract Rate Agreement Process

Checking of incoming fax Fax has arrived

Reservation from Agent Other document Contract Rate Agreement

Sending of Reservation fax to Separated by category Forward to the DoS/Sales Manager

Acknowledge of Reservation FINISH Issue of Contract Rate Agreement

Preparing of Contract Rate

Sending of Contract Rate

Follow-up on all Contract Rate

Filing of returned, approved