IHG Commission Services Process August 2009

Transcription

1 IHG Commission Services Process August 2009 Introduction... 2 Process Flow... 2 Process Flow of a Transaction... 3 Process Flow of an Inquiry... 3 Guidance for Agents when booking reservations Booking Reservations... 4 IHG Commission Services Agent Payment and Statement Options ( 4 Commission Research / Inquiries... 5 Most common Invalid Commission Inquires... 5 Most Common Valid Commission Inquires... 5 Groups, Meetings, Conferences and Accommodation Process... 6 IHG Commission Services Fee... 6 Best Practices for Agents... 6 Overview and Training IHG Commission Services Online (commissions.pegs.com)...8 Help & Contact Information...10 Appendix...11 Support/Helpdesk information

2 8 April Introduction This document serves as an overview of the IHG Commission Services as in place June The document reviews the processes and practices that should be followed to ensure that the system works as best as possible for both hotels and agents. The document is intended for Travel Agents as a reference for the IHG electronic commission process. The IHG Commission Services system works as a result of IATA numbers being placed on reservations within HOLIDEX Plus. If an IATA number is not included on the reservation IHG Commission Services will not process the related commission payment. Process Flow

3 8 April Process Flow of a Transaction 1. Reservation is booked with IATA number populated in the appropriate field of HOLIDEX Plus 2. Stay is consumed 3. Guest departs from hotel and reservation is checked out 4. Hotel has 24 hours to edit commission data on HOLIDEX Plus LCU Screen 5. If the reservation is booked outside of HOLIDEX Plus hotels must fill out the Payment Authorisation Form and send this to the IHG Commission Services Operations Team (commission.services@ihg.com or ukecs@ihg.com) OR manually add the transaction via the TravelCom tool. If this is not done commissions WILL NOT be processed in IHG Commission Services for payment. 6. Commission payments then move into the commission processing system (a combination of technical support tools managed by IHG and external vendor Pegasus Financial Services). 7. Payment is made to the agency. Depending on when the guest checked out, payment will occur for agents within 4 5 weeks. 8. On the 3 rd of every month invoices are created and posted to hotels for their review online 9. Hotels must review the invoice 10. Hotel pays IHG amount owed on invoice via direct debit or the hotel bill Process Flow of an Inquiry 1. Agents often inquire about payment they expect that has not been received. This inquiry comes directly into the IHG Commission Services Operations Team or into the hotel. 2. If the inquiry comes directly to the hotel it should be forwarded to the IHG Commission Services Operations Team via (commission.services@ihg.com or ukecs@ihg.com) for processing. 3. The IHG Commission Services Operations Team researches if a commission has been paid using IHG Commission Services Online (commissions.pegs.com) tool. Additionally, they research the validity of the inquiry using HOLIDEX Plus. If the inquiry is valid (e.g. older then 30 days), and has not been paid, a manual inquiry will be added to IHG Commission Services Online (commissions.pegs.com). Note: The IHG Commission Services Operations Team does not have access to any additional tools that will allow them to research status further. 4. The inquiry should be approved or rejected by hotels in IHG Commission Services Online (commissions.pegs.com). The hotel has 5 business days to reject the inquiry. If the inquiry is not rejected the operations team will add a manual payment transaction. The payment transaction then follows the same payment process identified above. 5. The IHG Commission Services Operations Team can only research commission requests on bookings with departure dates within the last 6 months. Any request made to the IHG Commission Services Operations Team for bookings outside the 6 month window must be researched with the hotel directly for review.

4 8 April Guidance for Agents when booking reservations. Booking Reservations The agency IATA number MUST be on the reservation or the agency will not be paid. If the retail IATA is not in the reservation and the reservation was booked through a Third Party Intermediary (TPI) or Affiliate, the retail agency will not receive the commission. The agency receiving the commission will be the TPI or Affiliate. Travel agents booking online should use or call an IHG call centre directly using a branded toll-free number to ensure no other IATA # is assigned to the reservation. Once an IATA # is entered IHG will not allow a change to the IATA number to be paid commission. The actual booking partner, which could be a TPI or affiliate, may receive the commission if the process is not correctly managed. If agencies book with the hotel direct, have the agency remind the hotel reservation staff to place the IATA number on the booking. IHG Commission Services Agent Payment and Statement Options ( Payments Agents should go to in order to change/setup their current payment option. o Agents are paid in multiple currencies o Agents have the option of the following payment methods; Electronic ACH/ Wire/ Direct Deposit / Traditional Cheque Agents receive all IHG payments, or all hotel payments if a Pegasus member, on one transfer or cheque Payments occur weekly between 4 5 weeks after checkout. The exact payment week depends on the date in the week the guest checks-out Agents have access to the Pegasus self service tool (Comissions.pegs.com) or the IHG Commission Services Operations Team for support if they have questions or need assistance Agents have the option of researching on demand. User ID s and passwords should be requested on This will provide the agent with access to the same information as the IHG Commission Services Operations Team.

5 8 April Statements Electronic, faxed or statements are provided by Pegasus to agents in conjunction with their payment Commission Research / Inquiries IHG Commission Services has a standard template for inquiry requests, Travel Agent Commission Request Form Agents using this template will see a quicker turn around than sending the traditional mail and/or fax for research of commission inquiries. NOTE: As of the 1 st of December 2008 IHG Commission Services will no longer accept mailed commission requests. All requests must be submitted electronically via (commission.services@ihg.com or ukecs@ihg.com) or fax (+44 (0) or ). E-faxed requests should be on the designated Payment Request Form. Requests with insufficient information will be declined. Most common Invalid Commission Inquires If an agency contacts the hotel about any items below it is important to explain to the agency that the IHG Commission Services Operations Team will not resolve the inquiry as the reasons for inquiry are not valid for questioning payment: Non-commissionable rate was booked Cancellation occurred No Show occurred, unless no-show has been charged to the customer o IHG Commission Services does not support no-show. If the hotel charges a no-show fee the hotel needs to manually process the commission for the agent via one of the manual options explained in this document. Guest offered lower rate at check-in and agent wants payment on original rate Bill Back or Voucher Program is in place and agent wants additional payment Most Common Valid Commission Inquires Booked direct to hotel and no IATA # was provided at time of booking. This is valid but needs to be avoided. Groups, Meetings and Conferences the hotel did not load the business to be paid through IHG Commission Services. The IHG Commission Services Operations Team will take the inquiry and follow-up directly with the hotel. Hotel changed rate to non-commissionable when it was booked as commissionable Wrong IATA paid Hotel cancelled and rebooked the reservation without including the IATA number

6 8 April Groups, Meetings, Conferences and Accommodation Process Invoice Process for Travel Agents All travel agents will send all invoices (conference/accommodation) directly to the hotel. Once these invoices are received by the hotel, the hotel will self load a payment. The hotel has 3 options to make a payment: The hotel can manually load the payment in TravelCom using the manual upload tool. The hotel can enter the payment in the Group Payment Form or Payment Authorisation Form and send it to Operations. Only the Official IHG Commission Services spreadsheet will be accepted. o The spreadsheet allows more than one payment to be entered and sent to IHG Commission Services Operations. o The completed spreadsheet should be ed to the following address; commission.services@ihg.com or ukecs@ihg.com with the subject line Authorisation to Pay Commission o The needs to be sent from an official hotel address with instructions to IHG Commission Services Operations as to what needs to be done. If this is not included or the spreadsheet is not complete the request will be sent back to the hotel. The hotel can enter the payment in the Commission Payment Authorisation Fax Form and fax it to IHG Commission Services Operations at +44 (0) or Only the Official IHG Commission Services spreadsheet will be accepted. When any invoice is sent to IHG Commission Services Operations from a hotel, the Operations team will assume that the information is correct and should be paid. The hotel needs to review and validate that the invoice amount is correct and should be paid prior to sending the information to the IHG Commission Services Operations team. When a travel agency calls the IHG Commission Services Operations Team for payment information one of the following will occur: If the payment is in queue the Operations team will give any information they have for the payment. If the payment hasn t been processed the Operations team will send the agency back to the hotel to discuss the status. Only transactions sent from the hotel will be processed. All transactions sent directly from agencies will not be processed. When an invoice is sent directly to the IHG Commission Services Operations team from a Travel Agency the Operations team will send an /fax to the agency informing them that all invoices should go through the hotel and not be sent directly to IHG Commission Services Operations. IHG Commission Services Fee Non Pegasus member agencies will be charged a 3.5% fee for processing through IHG Commission Services. This fee covers costs to allow for IHG Commission Services operations support, technology development and the partnership with Pegasus that allows consolidated cheques to be cut. Both hotels and IHG must work together to ensure minimal impact in charging this fee. Best Practices for Agents Ensure your address and contact information is updated with IHG any time you move, or change fax and phone numbers Ensure your IATA # is always on the reservation and that it was booked through an approved channel such as calling the CRO, booking direct on IHGagent.com, or in your GDS system. Commission can not be guaranteed if you book directly with the hotel. Ensure your payment and statement settings in IHGAgent.com are updated with your payment requests

7 8 April Agents should request a user ID and Password for IHG Commission Services Online via IHGagent.com to research payment online Understand and use the Group Commission Authorisation Form

8 8 April Overview and Training IHG Commission Services Online (commissions.pegs.com) Go to Merlin Click on the link name IHG Commission Services Online under Applications The following can be done from this page: o Commission Research o Close Inquiry o Payment History o Online Reporting Select Commission Research from under the Customer Service heading. The following page is displayed:

9 8 April The Search Tab allows the user to research commissions that they believe have been paid to the Travel Agent A user can populate all or some of the fields depending on the information they have. The following is the list of available fields: o Agency ID enter the IATA number o Guest Last Name either enter the full name or partial name plus * i.e. SMI* for all guest that start with SMI o Brand Name is pre-populated o Search Type you can choose to research commissions or payments o Property ID is pre-populated o Payment Number link - directs you to the Payment History Once data is populated click on search The following Booking Details screen is displayed. The screen contains the following information: o Booking Information o Cheque Number o Agency Details Select the Payment Details tab to see the specific payment information for this Commission.

10 8 April The following Information is displayed on this screen. o Commission Amount Paid o Payment Number o Payment Date o Payment Currency Help & Contact Information If there are questions on any of processes in this document please feel free to contact IHG Commission Services Operations for assistance. Americas/Asia-Pacific/Australia Main Telephone: Main Fax: UK/Europe/Middle East/Africa Main Telephone: +44 (0) Main Fax: +44 (0) Main commission.services@ihg.com or ukecs@ihg.com

11 8 April Appendix Attached are the templates that are used in the IHG Commission Services process: Travel Agent Commission Request Form: P:\BP&T Hotel Services\ECS works 4 Group Payment Form: P:\BP&T Hotel Services\ECS works 4