QUALITY STANDARDS

1. QUALITY STANDARDS

2. HOW TO HANDLE A REQUEST? • Step 1: Analysis of the request and acknowledge of receipt • You receive a request => Analysis of the request. Ensure you have enough details to handle the request (number of pax, hotel category, budget, duration, language, etc…) • Reply to the message as soon as possible (maximum 4 hours within working hours) to acknowledge receipt of it. Clarify points and ask more details (group name, flight details in order to adjust the program, details about the last trip of clients (hotel category, etc…), the job of client to put some specific activities linked with their lives in their country. Eventually propose an itinerary. CC the person from Phoenix who sent you the request. • Ensure that your client have received your message => if no acknowledgement of receipt received within 1 day, send a message again to ensure the agent received your message. • Commit yourself to a deadline and inform your client about that. Respect this delay, this is important, if not you will loose credibility. • Step 2: Creation of the program • Built the skeleton of your program on a paper.

3. HOW TO HANDLE A REQUEST? • Step 2: Creation of the program • Identify the corresponding PCM codes in Tourplan (W:\1 G - 2007\6 Tourplan\1 PCM List\PCM Vietnam).

4. HOW TO HANDLE A REQUEST? • Step 2: Creation of the program • Create your code number in Tourplan, including VIP treatment, invoice description, Nationality, etc.. and insert your PCM in Tourplan to create the basis of your program. • Selection of suppliers for hotels and restaurants: priority to our preferred suppliers. No staff has the authorization to experiment any services without approval of Head of Management. • Ask the management for the mark-up. Do not decide by yourself as the mark up can be different depending on the status of TO/TA (clients-new, clients-prospect). • Cross check your quotation in Tourplan by sorting services by category to ensure nothing is missing. Ensure that no services are with a cost “0” except itineraries. Ensure that you have overridden services which have expired (and do not forget in that case to inform the Tourplan database manager about that). • Generate your itinerary from Tourplan and save it directly on your computer.

5. HOW TO HANDLE A REQUEST? • Step 2: Creation of the program • Insert description of the “Highlights” & pictures in your program (W:\1 G - 2007\3 Phoenix Support\0 Sales Support \Highlights Vietnam with pictures). • Fine-tune your program. Be careful: YOU ARE NOT AUTHORIZED TO CHANGE THE GRAPHICAL CHARTER PHOENIX VOYAGES. • Insert the supplements: offer automatically the early check in for early flight on arrival and late check out for late flights at departure. Possibility of shower facilities when coming from Sapa, etc… • Print your program and read it again from A to Z, ensuring that the name of the client is correct, the number of days is correct, the meals are properly mentioned, etc…

6. HOW TO HANDLE A REQUEST? • Step 3: Argumentation • You know the products but your clients DO NOT => Explain in detail what you have done and the reason why (ex: if your client is asking for quadruple rooms for adults, explain to him it does not exist in Vietnam and that extra bed are limited to one per room). KEEP IN MIND THAT WHAT IS OBVIOUS FOR YOU, IS NOT OBVIOUS FOR YOUR CLIENT. Take the original message of the client and explain all the points mentioned in his email. • You are THE SPECIALIST and you have to let it known to your client. Advices and suggestions are real added values. Do not hesitate to describe atmosphere in hotels, restaurants… make your proposal “alive”. • Think that you have to give enough arguments to help your client (the agent) to sell the program he is going to give to the final client. • Send automatically the fact sheet (in word format) of the products you are talking about (could be in a second email if necessary but inform the TO/TA about that when you send the program and quotation.) • Invite your client to send you his feedback whenever possible and to send you the naming list with passport details if the final clients are staying on a junk.

7. HOW TO HANDLE A REQUEST? • Step 3: Argumentation • Try to express yourself clearly and read again your email before sending it (with acknowledgement of receipt). • Ensure that your full signature (respecting the standard Phoenix) is included in your correspondence (at least for the first message).

8. HOW TO HANDLE A REQUEST? • Step 4: Follow up of offer • Politeness = you receive a message, you reply to it => If your client do not reply to your message there is a reason => send again your message to make sure your client have received it. • If you receive the acknowledgement of receipt. After 4 days, send a message to your client => message FOLLOW UP ACT 1 (Message type under W:\1 G - 2007\3 Phoenix Support\0 Sales Support\Follow up proposals). • If you still have no news: Send another email 3 days after sending the email Follow up Act 1 => message FOLLOW UP ACT 2 . (Message type under W:\1 G - 2007\3 Phoenix Support\0 Sales Support\Follow up proposals). • The idea is to know what is happening with your file until it is confirmed or canceled. • If your file is canceled => update immediately the status in Tourplan. • If your file needs to be modified => make the change and try to suggest extra options. Adjust the file (updates + date) and change the sending date on the program. • If your file is confirmed => transfer to the operation.

9. HOW TO HANDLE A REQUEST? • Step 5: Send the proper information to the operation • Most of the issues can be avoided before the arrival of the client. • Some people at operation cannot read your program (ENGLISH, FRENCH) => you have to give them proper and clear explanation about your client + services you have booked which are considered as not standards (early check in, shower where?) • Your quotation must be properly keyed in TOURPLAN. • You must ensure that the operation confirm to you what you have requested and give you enough details to be sure there is no misunderstanding. • For cases where there is no guide, put some reminders in your Outlook Express and send a reminder message few days before the arrival to operation departments concerned. • For cases where there is a guide, ask the operation department to update the name and telephone number of the guide in the section “Remark” of the Pick up / Drop off the services “AR” (Arrival), you will save time as well as the person in charge to call all the clients!

10. HOW TO HANDLE A REQUEST? • Step 5: Send the proper information to the operation • Do not wait for the last minute to make sure everything is in order for your file. • Do not hesitate few days before the arrival of the client to ask operation departments to double check one more time all services (especially for VIP clients).

11. HOW TO HANDLE A REQUEST? • Step 6: Inform your client of the progress of the file • Even if all services are not confirmed, keep posted your client on the progress of the booking maximum one week after the client asked you to make the booking. • Use Tourplan to review the status of the different services (and inform operation office managers if operation staff are not updating the status of the services in Tourplan). • If we have some issue to get some services confirmed try to propose other alternatives better than keeping a file in waiting list. • Do not hesitate to ask silly question (example: name of the group) • Do not make the TO/TA waiting too long as TO/TA contract will be valid only after we send the total file confirmed. If the delay of confirmation is too long the client can decide to change his destination and cancel without penalties. • Use outlook express to plan your reminder messages.

12. HOW TO HANDLE A REQUEST? • Step 7: Billing and follow up of payment • Tourplan is a fabulous tool, take advantage of it by entering all the details related to the final program and the final price in the field “Selling Price Details”, it will be helpful for all people who need to follow up your file if you are not here + you will save time when accounting department will send you the invoice to double check it.

13. HOW TO HANDLE A REQUEST? • Step 7: Billing and follow up of payment • Double check that billing details you have entered in Tourplan (invoice description, sales contact, supplement) are correct. • We remind you that we use ENGLISH for all invoices and that invoices are official documents reflecting the image of our company. So please ensure there is no spelling mistakes and no abbreviations. • A clear invoice will be approved and paid more quickly by PNV clients • For TO/TA without credit facilities or special groups that need to pay a deposit: Request the invoice to the accounting department as soon as possible and follow up the payment with the accounting department. This is YOUR RESPONSABILITY to ensure that we have received the full payment before the arrival of the client (usually one month or at least 2 weeks prior to the client’s arrival). • For TO/TA with credit facilities: accounting department is sending you invoices between the 10th and 15th of each month. Do not wait for the last minute to check them. When you receive an invoice, try to check it and return it within the day or maximum 2 days after receiving it. Delay in returning the invoice = delay in the payment of the invoice => can put Phoenix Voyages Company at risk. • For OVS/DSA => Same process than for TO/TA without credit facilities. Full payment must be collected 1 month prior to arrival for OVS.

14. HOW TO HANDLE A REQUEST? • Step 8: Post follow up of your files • Nayeli is contacting all the customers => do not forget to send her all the details she needs (name of guide, tel number, program). Searching for information is time consuming. • Get the information from the weekly report Nayeli is issuing and send automatically a message to the agent to inform him that we contacted the clients and that everything is fine. • In case of issue, please report it to your manager. Your manager will report it to the management. Management will decide case by case if it is necessary or not to report the problem to the TO/TA. No solution that will incur a cost for Phoenix Voyages must be taken without the approval of your manager. Action with the agent (if needed) must be taken as soon as possible, do not wait that the client call directly the agent. Most of the issue can be solved while the client is here. Proper actions must be taken immediately. • For claim handling, ask the help of your manager if needed and in any case, your manager should be aware. • For DSA or OVS clients, when we receive their guest comments, read it and send a message to the client to reply to the suggestions/complaint (if any) or just let him know that we have received their guest comments and thank him for that & remind him that we are selling other destinations.