SOP - Room Reservation Incentive

Rooms Reservation Incentive

Reference No.:

ATD -S-R-RR-RP                                

Status

Final

Version Date:

WHAT / STEPS

HOW / DETAILS

1. Background

This document outlines the standard operating procedures (SOP) for Room Reservations Quality Incentive Program, designed to motivate and reward team members based on revenue generation, quality and efficiency. The program aims to address previous challenges and create a transparent, auditable, and motivating incentive structure.

1. Program Pillars

The program focuses on three key pillars:

1. Revenue: Based on consolidated revenue target set by the Revenue & Reservation management teams for both ATP and ATR each month.

1. Quality: Based on Quality Framework of a minimum of 4 contacts per agent per month.

1. Efficiency (Utilization and Productivity) Based on schedule adherence, productivity, utilization.

1. Eligibility

This program applies to colleagues of the General Rooms Reservations team only at Sales Agent (CL) (excluding Platinum Agents) and Team Leader (51) level.

Group Target (Metric 1 as per table below) - Overall consolidated revenue target (ATP and ATR) of direct revenue applicable to Contact Centre must be achieved as agreed by Revenue and Reservations Management.

Individual Target (Metric 2 as per table below) - If the overall consolidated revenue target is missed then the individual target applies. This is equally proportioned based on the number of agents in the program each month. The number of Agents per month is provided by Reservation Management when setting the monthly targets. 

IC / Suite Revenue: Must contribute a monthly amount of Total ATP Sales for either the Group or Individual incentive scheme (overachievement included). The amount will be communicated each month and will be a % of the overall revenue target as agreed by revenue management and Reservations Management

Both targets (Group & Individual) are only applicable if the individual Quality targets and the ATP IC/Suite target are also achieved each month.  If Quality targets are missed then, no incentive is eligible for payment per this policy. 

If efficiency targets are missed, then payments will be pro-rated 

1. Incentive Breakdown (Targets & Financial Payouts)

Base Incentive: AED 1000 (combination of Quality plus Utilization, productivity, and efficiency as broken down below)

Quality: Score Target: 85% July to August and 90% from September 2024 onwards. (Ensures high customer satisfaction and reduces errors).

Quality Segment: AED 800 based on quality score achievement.

Efficiency Utilization and Productivity: Score Target: 85%. (Optimizes Staff Utilization and improves productivity). 

Efficiency Utilization and Productivity Segment: AED 200 based on achievement in both performance metrics of Utilization and Productivity.

Overachievement: If a Sales agent overachieves their individual monthly target, they achieve an additional increment per the below table noted in point 4 of this SOP. The overachievement grid is accumulated in incentive payment. 

1. Incentive Structure

(Performance Metrics)

Agent Incentive - Group Target (Metric 1):

If the Reservations Consolidated target is achieved the below eligibility table is followed:

*Uncapped – 500 AED per 10% overachievement thereafter and part thereof the 90% tier.

Examples:

• If the Group Target is achieved for the month and the agent does not achieve their individual target, the agent would be eligible for Based Incentive AED 1000 if the agent has achieved their Quality score.
  
    
• If the Group Target is achieved for the month and the agent overachieves their individual target by 22%, the agent would be eligible for 1200 AED (Based Incentive AED 1000 + 2 overachievement Increments equally 200 AED)
  
    

Agent Incentive - Individual Target (Metric 2):

The individual target is only used when the Group Target is not achieved.

The individual target is calculated as the Group Target divided by the number of participating reservations agents each month. This allows individual agents to still strive and achieve incentive even when the group target is not met.
  

** Uncapped - 500 AED per 20% overachievement thereafter and part thereof the 120% tier.
  

Example:

• If the Group Target is not achieved for the month and the agent does not achieve their individual target, the agent would be not be eligible for Incentive.
  
    
• If the Group Target is not achieved for the month but the agent does achieve their individual target & the IC/Suite target, the agent would be eligible for Based Incentive AED 1000.
  
    
• If the Group Target is not achieved for the month and the agent overachieves their individual target by 20%, the agent would be eligible for 1100 AED (Based Incentive AED 1000 + Incremental 100 AED) as illustrated above.
  
    

Team Leader Incentives
  Eligibility:
  

• Group Revenue Target must be achieved. 
• IC/Suite Target must be achieved. >=55% of the monthly target.
• Their respective team achieves the average quality target of 85% July to August and 90% from September onwards.
• Their respective team achieves the average of 85% for Utilization and Productivity & 90% for efficiency.
• Their respective team receives a minimum of 2 coaching sessions per agent per month. The coaching documents to be signed and filled for verification.
• Achieving minimum of 90% on the Team Leader Feedback Survey.
• Conducted a minimum of one 1:1 session per month with each team member of their team. The session to be documented and signed by both parties. 
• Conducted one team meeting per month with their team. The meeting minutes to be documented and signed by participants and TL.
• Minimum of 14 days must be worked in the month to qualify for the incentive
  
    

Payout: AED 500 is awarded if the team leaders achieve all of the above targets successfully.

1. RESPONSIBILITIES & MEASUREMENT CRITERIA

Reservations Agent / Team Leaders / Assistant Managers (Level 50 inclusive and below):

Responsible for offering accurate information and rates based on the guest requirements. Ensures appropriate packages are attached correctly to a sale/upsold reservation. Adhere to all points outlined in this policy and procedure. 

Managers

Ensures all colleagues adhere to the sale/upsell policy.

Setting of the Monthly Targets

The two (2) monthly targets being, Department Target and Individual Target, will be discussed, agreed, and signed by HOD of Revenue Management and Reservations and submitted to Income Audit. The targets should be set and signed before 25th of the current month, for the following month and the signed result sheet should be submitted to Income Audit before 10th of the following month.

Performance Evaluation:  Conducted monthly based on individual metrics and contact performance.

Incentive Distribution: Paid out monthly following performance evaluation.

Quality Monitoring: A minimum of 4 random sampling of calls, emails, and chats to ensure quality standards are met.
  

Efficiency Monitoring: Reports through Avaya and Freshdesk will provide evidence of performance. This will be measured from a system generated report that shows volumes of work (call, emails, chat) combined with handle time per channel to show % productivity. 

Program Review: Conducted quarterly to assess effectiveness and make adjustments as needed.

Team Members:

• Follow all program guidelines and adhere to performance metrics.
• Strive for high-quality interactions with customers.
• Maintain schedule adherence, productivity, and accurate work code updates.
• Participate in coaching sessions and team meetings.

Team Leaders:

• Monitor individual performance and provide regular feedback.
• Conduct coaching sessions for team members.
• Facilitate team meetings and address concerns.
• Ensure adherence to program guidelines and quality standards.
• All team members will receive comprehensive training on the program details, performance metrics, and incentive structure. 
• Regular communication will be maintained to ensure transparency and address any questions or concerns. 

Management: 

• Monitor program effectiveness and make adjustments as needed. 
• Ensure transparency and communication regarding the program.
• All above points be Team Member and Team Leaders

1. OTHER CONDITIONS

Sharing sales/upsell Not Permitted. Sharing or splitting of sales/upsells and/or incentive payments is not permitted under any circumstances. Colleagues are not allowed to process sales/upsells under other colleague’s log-ins details, in the hope of higher performing colleagues may receive commission and then provide a payment to the original colleague who did the sale/upsell

Eligible Working Days:

Eligible Working Days Individual targets are set per this SOP and, have an equivalent daily target. This is to account for any Admin shifts for Reservations Inbox or task duties along with approved vacation leave as noted formally on the department rosters. This gives colleagues the best chance of still performing and contributing to the monthly targets even when they are working in admin tasks, on approved leave or away from normal duties where they may normally sell/upsell. 

Colleague who may help for a brief period, not a whole shift, are not counted as an admin shift and just helping as part of normal department duties and teamwork to ensure optimal performance, all service SLAs and operational requirements are met. 

Reservations agents must work at least 7 days in the role of a Reservations Sales Agents specifically in the month to be eligible for incentive payment. No exceptions to this eligibility will be accepted.

The sales/upselling report will be consolidated at the end of each month that includes Room sales/upsell revenue. This will be considered as overall achievement of the team or individual Revenue target.

Guest complaints of hard, aggressive or tough selling tactics by staff may result in sale being removed or reduced from their individual target calculation as service recovery, accordingly the commission payment will be altered or cancelled in the same manner.

Revenue contribution for selling/upselling will be considered for paid bookings only. If no payment is made, then no revenue contribution is awarded. 

Reservations incentive is based on when the revenue is recognized, not when it was booked. 

Removal of pre-sold packages in order to replace it with a new upsell codes is strictly prohibited and may lead to a disciplinary action; no incentive should be applicable in that case for the agent who removed the existed upselling package and placed new one.

1. Verification process

Document Requirements:

Revenue: Approved monthly and individual targets and actuals.

Quality: Signed evaluation forms and approved colleague-wise summary.

Efficiency: Approved colleague-wise productivity summary and supporting system reports.

TL Incentive: Signed documents for the applicable conditions mentioned in the SOP.

The Manager/Assistant Manager from the reservation team submits all the above documents, along with the roster, and ensures all colleagues listed in the incentive calculation file are eligible and entitled to the scheme based on the number of working days condition as per the SOP. It is the responsibility of the reservation department's senior management to ensure that the information and all supporting documents are available and verified before submission to Finance.

Income Audit: Verifies the payout is correct for each colleague.

Once Income Audit verifies the required information, the report will go through an audit/approval process as follows. Departmental heads (VP/DIR) of the following departments:

Reservations à Revenue Management à Income Audit (MGR) à Finance à Human Resources 

Once the payout sheet is approved by all the departments listed above, Payroll will verify, sign, and process the incentives for all colleagues along with their next salary. If a colleague has resigned but worked for the month, the colleague’s incentive should be included in the final settlement.

The Assistant Manager/Manager of the department must notify Revenue Management, Income Audit, Payroll, and other relevant departments before the end of the month. If the communication has not been made and the final settlement has been processed, the resigned colleague will not receive the incentive payout.

1. EXCEPTIONS

Exceptions to incentive payments, KPIs and/or targets may only be approved by the VP, Rooms,  Executive Director/SVP Finance, and the SVP & GM of Operations and/or EVP & MD Atlantis Dubai.

1. TRAINING REQUIREMENTS

Opera Training

Sales & Upsell Training