SWISS-DARLING

STANDARD OPERATING PROCEDURES

1. PRESENTATION & CONTRACTUAL AGREEMENTS .................................................. 2

2. ENROLLMENT OF MEMBERS ................................................................................. 2
3. CREATING THE MEMBERS RATE CODES ON SWISS-REZ ....................................... 3
4. BOOKINGS........................................................................................................... 4
5. CHECK THE BOOKER’S PROFILE ........................................................................... 5
6. MEMBERS REDEEMING POINTS ........................................................................... 6
7. REPORTS TO SEND TO THE HEAD OFFICE ............................................................ 7

1
1. PRESENTATION & CONTRACTUAL AGREEMENTS

1. During the Sales call, the Sales team will introduce and actively use Swiss Darling
Loyalty program to close deals using the collaterals made available by the
International Services Center either in soft or hard copies along with the hotel’s
Sales Kit.
- Brochures
- Flyers

2. All Swiss Darling members need to be showed how they are able to make a
reservation on the Online Booking Engine using their Swiss Darling member
codes.

3. All contractual agreements with bookers need to be sent including the Swiss
Darling members code, e.g. DLXDLEN

All contractual agreements need to include the clause:

“In order to be able to earn Swiss Darling points, please proceed to the hotels
website: www.swissinternationalhotels.com/lenana-nairobi to make the reservations
with your Swiss Darling Code: DLXDBCEK.”

2. ENROLLMENT OF MEMBERS

1. To become a member all bookers are to be enrolled on the website:

http://www.swissinternationalhotels.com/swiss-darling/. This process is to be
completed by the Sales team following the Sales calls and following having sent
the contractual agreements to the new members.

2. When enrolling members please ensure that the usernames are ALWAYS the
same as the rate code for that particular booker, e.g. DLXDLEN

3. Once enrolled the International Services Center will enable the member account.
(Please note that this process may take up to 72Hrs).

4. Once activated, the new Swiss Darling member will receive a welcome email
notification from the Swiss Darling website including their password.

Please note that for all enrolments the DATE OF BIRTH, the TELEPHONE NUMBER
and the EMAIL ADDRESS is required. See other requirements on:
http://swissdarling.swissinternationaldev.com/auth/register

2
3. CREATING THE MEMBERS RATE CODES ON SWISS-REZ

1. The Swiss-Darling rate codes must be created on SWISS-REZ by the Front Office
or Reservations. All codes will start with DLXD followed by the abbreviation of the
company/ travel agency. (Please note that this process needs to be completed
before a contractual agreement is sent to the new members).

2. All the Swiss-Darling rates are negotiated and not available to the public and
need to be restricted by the Swiss Darling Membership Code

3. Pricing and booking conditions are to be defined by the Sales team.

To create the Swiss-Darling rates, access SWISS-REZ  Setup > Rates > Rate
Configuration > Add new rate

Please see screenshot below about the details to include accordingly:

3
Screenshot: Swiss-Darling Rate description to be activated only on the Booking Engine.

Screenshot: Swiss-Darling Rates List View on SWISS-REZ.

4. BOOKINGS

1. All the bookings MUST be done on the booking engine with the relevant DLXD
code as specified on the contractual agreement. Otherwise the Swiss Darling
members will NOT be able to collect their points.

4
 2. The Swiss Darling members are able to book the room directly on the booking
engine while using their membership code e.g. DLXDLEN

3. If the Swiss Darling member sends an email or book over the phone, then the
Sales team will ensure that the Front Office make the reservation(s) on the
website using the relevant Swiss Darling member DLXD code.

5. CHECK THE BOOKER’S PROFILE

At any point of time the Swiss Darling member profile, points, cancelled / confirmed
bookings can be viewed by the Sales Manager. This can be done on the website:
http://www.swissinternationalhotels.com/swiss-darling/ using a specific code as provided
by the International Services Center.

On the MANAGE > SEARCH USERS section, it is possible to insert the specific code
(=username of the Swiss-Darling) and browse the Swiss-Darling to view his/her points.
Swiss-Darlings can be also browsed by first or last names and e-mail.

Please see screenshots below:

5
6. MEMBERS REDEEMING POINTS

1. For redemption of awards, the Hotel only accepts bookers who present the
redemption code. Without the code, the member will not be able to claim his/her
rewards.

2. Once the members have booked rewards, a notification will be sent to members
advising them to contact the hotel to book the services of their reward.

3. The members have to give their redemption code to the Sales team in order to
book the services.

4. The Sales team will in turn verify on Swiss Darling website that the redemption
code is correct.

5. If the code is RED on the Swiss Darling website, this means that the code has
been redeemed previously and is no longer active.

6. If the code is GREEN on the Swiss Darling website this means that the code is
active and have not been previously utilized. The Sales team can then click on the
use button for the points to be reduced and the services to the Swiss Darling
member can be booked.

Below the screenshots to check if the redemption code presented at the Hotel by the
Swiss-Darling is still valid (GREEN) or it is not valid (RED). To access the section:
MANAGE > REDEEM HISTORY

6
7. REPORTS TO SEND TO THE HEAD OFFICE

The Sales Managers are required to send the below reports within the time specified
below:

1. Sales Calls Reports conducted following the calls conducted during the week to be
sent on Saturday for all regions with the exception of the hotels in the Middle East
which will be on Thursdays.

2. PMS’ reports (Business Source Report including the room nights & room revenue)
on a Monthly basis by the 2nd day of the month.