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1.12 How To Handle Billing Instructions PDF

The document provides guidance on how to properly handle billing instructions in reservations by updating the comments field in the Opera system with standard abbreviations, checking company profiles and credit when applicable, and following up on payments from companies without credit by generating pro-forma invoices within 24 hours. Reservation advisors must ensure billing instructions are clearly documented and followed up on to meet guest satisfaction goals.

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117 views2 pages

1.12 How To Handle Billing Instructions PDF

The document provides guidance on how to properly handle billing instructions in reservations by updating the comments field in the Opera system with standard abbreviations, checking company profiles and credit when applicable, and following up on payments from companies without credit by generating pro-forma invoices within 24 hours. Reservation advisors must ensure billing instructions are clearly documented and followed up on to meet guest satisfaction goals.

Uploaded by

s
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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5.

12 How to handle Billing Instructions

Scope Of SOP: To ensure that all the received emails have been replied in a professional way within the
time limit in order to meet guest satisfaction.

How to carry out the SOP Key Points


For city ledger payments
The billing instructions must be updated in the “Comments” field of Opera and the billing instruction MUST
always in capital letters. be supported by e-mail/letter
- Opera-Reservations-Comments Below are a few examples of on the company letter head
frequently used instructions and their abbreviations: - or company email address
POA Pay own account For company and travel
RM Room only agency bookings, the A/R
BF Breakfast number should be checked.
RM+BF TO Room charges and Breakfast to Company/Travel A/R number stands for
CO/TA/DEPO Agent/Deposit Accounts Receivable
HB Bed , Breakfast and Dinner/Lunch (Half Board) number. It’s a specific
FB Bed, Breakfast, Lunch and Dinner (Full Board) number given to the
AC All charges company in lieu of the
approved credit facilities. If
RM COMP Complimentary on Room only basis
the reservation has been
RM+BF Room & Breakfast basis on complimentary basis
made over the telephone and
COMP
the fax/letter /email is
expected to follow, the billing
- Pay own account, instructions in the PMS will
be “Pay Own Account” POA,
If the guest would like to settle the payment directly for his reservation. however the same should be
communicated to the
- Steps for Company / Travel Agencies bookings company/guest in writing that
the billing instructions have
Whenever there is a request from a company to settle the charges, been noted as POA and will
Reservation Advisor should check the Company Profile in Opera. Companies be updated once a written
with A/R Number (credit facility) If the company has an A/R number in the fax/email is received stating
profile; it means company enjoys credit facilities. In this case we could bill the the billing.
company as requested by them. The reservation could also be guaranteed
against

The company account. The mode of payment would be CL (City Ledger) in The Reservation Advisor
case the company is covering the room charges. will then leave a trace for
the reservation
department to follow up
on the fax/email
- Companies without A/R Number In case the company does not confirming the billing
have an AR number, it means they do not enjoy credit facility and instructions. The fax/email
all reservations made would require an alternative method of MUST be received prior to
guarantee. Should the company wish to cover all or certain charges, guest arrival.
a pro-forma invoice should be prepared by the accounts and sent
to the company within 24hours with a copy to Reservations.

Reservations Advisor to follow up that this has been done. The reservation
should be held on a tentative basis until the payment deadline. Thereafter
the reservation is either confirmed if the payment is received or released if
payment is not received. The mode of payment in this case would be CA
(Cash). The Reservation Advisor should leave a trace on the deadline date
given to follow up on the payment. Payment deadline should be given based
on the date of booking and not on the date of arrival. Complimentary RM
COMP, BF COMP would be used only after having been approved by the
management.

Involvement: This SOP applies to all Reservation Advisors and Team leaders.

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