SOP - Two Bedroom Incentive

Created by Awadh Amudy, Modified on Thu, 15 May at 2:36 PM by Gracielle Apolonio

Header	Process/Procedures
Purpose	An upselling incentive program focused only on our two-bedroom suites in Atlantis the Palm. This initiative aims to enhance our guests' experiences while also driving revenue growth. The incentive will apply to all bookings made from August 1, 2024, onwards.
Procedure Details	Eligible Room Types: Two Bedroom Suites in Atlantis the Palm only. The below tools are to be used to check the availability, updates, rates and make the needed reservations. Opera Vision Excel Individual Tracking Booking Process: Reservations agents sell/upsell a two-bedroom suite over a call. For Direct sales - the booking should be done under “RESV” Market code and Source should be as “TEL”. For Upselling – There should be a Fixed charge with the rate difference under the code 1043. Each agent should maintain a personal tracker for their sales. On 1^st of the following month, all bookings to be checked where cancelled and NG bookings should be excluded. Only fully paid, guaranteed, or checked in/out rooms should be included in the tracker. Once the tracker created by the reservation agent, the tracker should be submitted to their respective Assistant Manager. Assistant Manager will generate the “Insert User” report from Opera using Vision. This report will display all sales done from 1^st – 30/31^st of the month by each reservation agent for the two-bedroom suites. The minimum sale required will be 6 unites of two-bedroom suites. The top 2 sellers who have either sold 6 or more units will be awarded. In case of a tie, the highest Revenue generated among the top 3 sellers will be reviewed to finalize the top 2. Average Quality score of 85% for August and 90% from September onwards needs to be achieved.
Review and Reporting	Conditions To Qualify For The Incentive: • The minimum sale required will be 6 units of two-bedroom suites within a month. • All Room Reservation agents can participate in this Incentive plan. • All sales to be acquired over a call or chat only. • Email bookings will not be eligible. • The sale has to happen in the month of the claim • Stay dates can be anytime as long as the room is booked on Advance purchase conditions and is non-cancellable and non-refundable • For the stay dates in the month of claim, as long as the room is checked in/out, the claim will be valid irrespective of the rate condition. • Upselling from Room / Family Room or Family Club room will be accepted. • Upselling from one bedroom suite to a two-bedroom suite will be accepted. • Upselling between two-bedroom suite will not be eligible. For example, CTC to CEC or CRC will not eligible. • The quality average must meet the passing requirement for the month. For August, the required average is 85%, and starting in September onwards, it will be 90%. • All eligible bookings and upselling should be verified by the respective AM to validate whether the bookings are direct sales or customer direct bookings. Customer direct bookings are not considered for the incentive program. The final tracker should be signed and approved by the AM reservations, Manager Reservations, Director of Reservations, and VP, Rooms. • A comp form should be raised with the approved supporting incentive documents for the eligible 2 colleagues, which will then be approved by the respective departments. • Once the complimentary form is approved, the booking needs to be placed in Opera by an AM/TL in the reservations department as per the approved complimentary form.
Incentive	The top two sellers will be awarded a complimentary one-night stay at Atlantis The Palm – standard room with IC and BB each month based on the audited report by reservation team. Any additional consumption must be settled by the colleague. Room availability will be based on occupancy, and no complimentary upgrades are allowed. The eligibility will be voided if the reservation quality review captures any deviation in a transaction or if the quality rating is below the target.