Vapues TM Manual: Registers and Reservations

Vapues TM Manual: Registers and Reservations

Introduction

Creating a new register

Mayorista Booking - Existing Package

Mayorista Booking - Non-existing package

Daytour Booking

Advancing, step by step

Reservations Bookings and Registers

Existing Roles

Introduction

In October 2012 a new way of managing reservations was implemented in the Vapues Tour Manager. The most important changes are:

• The complete process can be managed as a whole, rather than only the actual booking and a few other related actions separately.
• The users are assigned different roles, depending on their job function. These roles imply responsibilities and permissions.
• Each step of the process is monitored and assigned to a specific role.

For the day-to-day usage of the Tour Manager, the most important change is that registers (bookings in all of their forms) will now be split up in different phases and change hands along the way. This manual explains how each type of register should be entered, and the responsibility of each role.

Creating a new register

All of the bookings should start at the page: NEW REGISTER. Here, a form is presented with several options. A screenshot follows below:

Each field is explained below:

• Title - provides a title for this booking. This is normally the name of the group or the code that the mayorista uses to refer to this particular booking.
• Client Type - either business or consumer. If consumer is selected, some more fields need to be filled out.
• Client - for businesses, you should search for the client name in this field. If the name does not appear, contact the person in charge of managing the client database.
• Type - you need to select any of the following:

• Daytour / Single Service - this applies if you are booking on or several daytours, or if you are booking only one particular service (for instance, one transfer, or only one hotel room). Any booking of more than one service is considered tailor-made.
• Standard Private - these are tours that have been defined as a package, but that are booked on a date specified by the client, and that will be offered as a private tour.
• Standard Seat-in - these are for bookings for already defined tours at set dates, which are not private and where clients are sharing transport and tours with other people that have booked the same tour.
• Tailor-Made - all the bookings that are not pre-defined by Vapues as existing packages.

• Status - indication of the status of this booking. One of the following:

• Lead - the client has shown interest, but only that. No booking or confirmation, just a request for information.
• Quotation - the client has requested a quotation, but has not yet confirmed this.
• Allotment - the client has confirmed a particular package, but asked for an allotment, and will confirm (or cancel) later.
• Booking - the reservation is confirmed by the client.

The upcoming sections describe the way common bookings should be processed in the system.

Mayorista Booking - Existing Package

One of the most common bookings, is a mayorista booking for an existing package, which is already defined in the TM. To book this, the following register should be saved:

• Client Type: Business
• Client: search for the mayorista
• Type: Standard Private
• Note: the system will now load all packages for this particular client, and you can select the right package. Pending: Vapues needs to mark all packages that are fully finished and ready to be sold as-is. If no package appears, or not the right one, it means they are not fully finished in the catalogue.
• Status: the status of this booking - this is most likely either a lead or a booking.

Once this booking is made, an overview of the steps is created. This overview will start at: Confirmar todos los hoteles en la reservación if the status is booking. These hotels can only be confirmed once the booking is loaded properly. So in order to take this first step, the booking should be properly loaded. To do so, click on the View Details button. This will load either of two options:

• If a package was selected, it will show the page where you can set the details of the booking (check-in, number of rooms, etc).
• If no package was selected, then you will see a list of the different packages that are available for this client, and you can book from this page.

Once you have loaded the services, you can confirm the hotels, and advance to the next step in the process.

Sample image: steps that need to be taken for a lead or quotation.

Sample image: steps that need to be taken in case this is already a booking (many of the first steps are skipped):

Mayorista Booking - Non-existing package

Another frequent booking (or quotation) is for an non-existing package. That is, the client will request tailor-made services (either combining packages, or simply requesting various services according to their preferences). These bookings should be registered in the following way:

• Client Type: Business
• Client: search for the mayorista
• Type: Tailor-Made
• Note: the system will now load all packages for this particular client, and you can select the right package. Pending: Vapues needs to mark all packages that are fully finished and ready to be sold as-is. If no package appears, or not the right one, it means they are not fully finished in the catalogue.
• Status: the status of this booking.

If you create a new tailor-made register, then the first step will be to assign this to a sales executive. So once this register is created, the supervisor of the tailor-made sales needs to assign this to somebody. This person will then need to create a quotation and get approval to send this from the supervisor, and follow-up.

Daytour Booking

Daytours that are independent from mayorista bookings (either because they are booked and sold directly to the tourists, or because they are an independent booking from a mayorista who does not purcahse any other services) need to be booked as follows:

• Client Type: Consumer or Business - most are consumer, so below is an overview of these fields.
• Client Name: the name of the client
• Email: email of the client
• Lead: indication how the client got to Vapues
• Type: Daytour/Single Service
• Status: most likely this is already a Booking.

Below is a screenshot sample:

After booking this daytour, the following steps are loaded:

As can be seen, the first step is to register the daytour or services involved. To do so, click on VIEW DETAILS. Here, you will see a list of all daytours that are available. Select the daytours that you want to sell, and initiate the sales process as usual.

NOTE:

We are in the process of removing some fields from this form, because it will request some of the same info (including name and e-mail). However, in the meantime please fill out all data when booking.

Once you finish this booking, return to the Register (for instance, in this example Register #2489). Here, you click the button FINISHED to indicate that you have loaded all data. At that point, the system will ask you to provide the booking number. This is the regular booking number that TM assigns to all bookings. Please input this here:

Once you have set this, the system will now know that the Register you created is related to this particular booking.

You will now need to confirm any hotels in the booking - if there are any. If not, you can simply click finish (we will later automate this step). You can then proceed to prepare the invoice.

To do so, click the button VIEW DETAILS to review pricing information, and proceed to create the invoices. Again, once you are done return to this page and click the FINISHED button. The system will then require you to register the payments.

To do so, you will again click VIEW DETAILS and register the payments.

The following steps are all similar: you go to VIEW DETAILS to process the step, and then hit FINISHED once this is done.

Advancing, step by step

The new system is very much based on a step-by-step approach in which a register consists of many separate steps, sometimes dependent and sometimes independent from the other actions to be taken. All these steps are defined in the system, and they will make that a booking appears (or not appears) under OPERATIONS > PENDING TASKS. Here, everybody can see which steps are pending for his/her roles.

To advance with the steps, there are several buttons available:

Please use them as follows:

• View Details: you can use this buttons to start working on this particular step. Sometimes you will see a simple form or short text that you need to process as part of your step. Sometimes, you are taken to another section of the system, where you will need to work on this reservation.
• Finished: once you are done, click this button to indicate that you have finished this step. Sometimes the system requires you to set a reference or indicate a person, for instance, but if this is something that is done outside of this section, then it will simply mark the step as FINISHED.
• Comment: you can register any comments that you have about this work here.
• Return: if you find that the work was not completely or correctly finished, then you should return this to the previous step (e.g. a quotation that is not approved but that needs changes). The system will re-assign it to the previous role, and ask you for a comment about why it was returned.

Reservations and Registers

Previously, the system only contained reservation bookings which hold the services that were being booked. This information is still a fundamental part of all registers, and you can see how it looks like below.

However, not that the whole of the process is being documented, this step of loading the services is not always done right away, and there might even be several different alternatives (e.g. quotations that are being copied and changed). So on one hand we have the register, and on the other hand the services being booked (the reservation itself). Please note the following:

• The way you start adding services to a reservation depends on what kind of booking you are registering. For a daytour, you will need to select the daytour and then the services will load, as part of the steps. For a tailor-made booking, you will simply start a blank process as one of the first steps. And for a standard booking you will need to indicate the package to get started.
• The system allows you to work on the reservation independently, and once you have it all set, you need to connect this to the register. You can connect this in the corresponding step (see above).
• However, for some bookings you might want to change this number or it might not have been set before and you need to register this. To do so, you can always click the button at the right top that reads CONNECT TO BOOKING. You can then provide the reservation number. See screenshots on the next page.

Button at right top:

Form that appears:

Existing Roles

Accountant 1 (financial)        Es el encargado(a) de revisar  la correcta contabilización y registro de las operaciones,estado de cuentas con proveedores y clientes, Elaboración y análisis de impuestos. Análisis de tarifas de proveedores e ingresa a sistema , analiza la información financiera en general

Accountant 2 (operational) Es el encargado(a) de registrar las operaciones contables en sistema,elabora pagos,Revisión de reportes de oficinas León y Granada.completar documentación física para archivo contable.

Cashier Encargado(a) de facturar ventas locales, recibir pagos, reportar ingresos y egresos de oficina, enviar reportes a contabilidad, entrega cheque a proveedores locales y gestiona comprobantes soportes  de pago.

Copywriter encargado de ingresar descripciones al sistema, da mantenimiento a textos en sistema

Fair Participant asiste a ferias con el objetivo de promover los productos de la empresa y captar nuevos clientes

General Manager Es el encargado de dirigir y controlar las actividades de la empresa, segun los roles asignados al personal

Marketing Director Promover la empresa y sus productos en eventos, ferias etc. mercadeo de nuevos productos

Marketing Assistant desarrolla actividades de comunicación y promoción en conjunto con el encargado de mercadeo

Operations Officer encargado de garantizar los operativos  en las oficinas locales,

Operations Supervisor supervisa y da seguimiento a las operaciones

Product Manager        propone nuevos productos e integra a los diferentes paquetes ofrecidos

Standard Sales: Executive Realiza cotizaciones según solicitud  hasta obtener venta satisfactoria para el cliente

Standard Sales: Supervisor Garantiza que las cotizaciones se realicen según requerimientos del cliente,

Tailor Made Sales: Executive B2B Realiza ventas por cotizaciones a medida del cliente

Tailor Made Sales: Executive B2C Realiza Ventas a clientes que buscan servicios en oficinas locales o por medio telefonico, internet

Tailor Made Sales: Supervisor garantizar que se incluyan todos los elementos que el cliente solicita en su paquete, hasta lograr una venta satisfactoria

Tariff Manager solicita tarifas a proveedores, analiza tarifarios e ingresa al sistema

Tourguide Atiende a grupos y guía durante el viaje asegurándose que reciben  servicios de calidad

Translator se encarga de traducir los textos y descripciones en sistema

Transportation Operations Supervisor supervisor que los transportes que se brindan tengan la información correcta en el sistema, rutas completas, descripciones, capacidad

Vehicle Park Manager encargado del buen funcionamiento del parque vehicular de la empresa, programación de viajes, mantenimientos, permisos.

Roles existentes:

Accountant 1 (financial)

Accountant 2 (operational)

Cashier

Fair Participant:

General Manager

Tourguide

Marketing Assistant:

Marketing Director:

General Operations Officer:

Operations Supervisor:

Product Manager

Sales: Executive

Standard Sales: Executive

Standard Sales: Supervisor

Tailor Made Sales: Executive B2B

Tailor Made Sales: Executive B2C

Tailor Made Sales: Supervisor:

Nota, los roles de ventas se pueden simplificar de Standard Sales: Executive a Sales Executive y de Standard Sales: Supervisor a Sales: Supervisor. Y podriamos quitar los roles de ventas tailor made y B2B y B2C.

Tariff Manager

Translator

Transportation Operations Supervisor

Vehicle Park Manager

Local Operations Officer

* Quality Control: La función es similar al rol de tariff manager.

Creación/actualización de proveedores en sistema

Hoteles

Transporte

Tours

* Assistant Manager

* Operations assistant

* Assistant Sales Manager

* Client pricing

* Contract Manager

* Designer

* Roles sin definir las funciones.

Usuarios y roles

Roles y usuarios asignados