Bus Tour Billing
1. The Front Desk Team must ensure that when rooming lists are entered into the system, the appropriate rates apply (single, double, etc.).
2. Tour Summary Sheets must also be accurately completed. Please check the tour agreement to verify the rates. The Reservationist must double check the accuracy of every summary sheet, in advance. The sheet must be re-checked the day of arrival and balanced.
3. When a tour is being direct billed, accounting must receive the tour file, correct tour summary sheet and voucher if provided, immediately following departure.
4. Any tour information, i.e. room lists, request for dates, etc. that comes via fax must be given to the Sales Department first. Sales must have a copy of every piece of information on file, should there be any discrepancies or concerns following departure. If you take a room list off the fax you may give it to the Front Desk but only after a copy is left for Sales.
5. The Catering Co-ordinator will ensure that all bus tour arrival sheets show the number of passengers plus comps for the kitchen, i.e. 45+2. The driver and escort always receive comp. meals when eating with their group.
Catering Billing Procedures
Accurate guest billing and therefore excellent guest service depends solely on the accuracy of each department and the level of communication between each member of the team. The following points are extremely important:
1. The Front Desk is responsible for the production of bills for payment, in the evenings and on weekends, when the Sales Department is closed.
2. Complete and up to date Function Agreements must be provided by the Sales Department to the Front Desk for their Function Binder. These must be updated each time additions or changes are made.
3. The Function Agreements have been revised to include "Number of Days".
4. The Front Desk Team must familiarize themselves daily, with the functions taking place.
5. All conveners must check in with the Front Desk on arrival, to receive their meeting room key. At that time the clerk may verify the number of people attending and the method of payment with the client. If the convenor is paying on departure with a credit card, the clerk should get an imprint of his/her card. Also, ask the convenor to give the front desk a quick call when they are getting ready to leave so that the clerk may speed up their check out and prepare the final bill. This process will add up to improved guest service.
6. If payment is to be direct billed, then billing will be handled by the Director of Catering and the accounting department. If the Function Agreement says "direct bill pending approval", Accounting or Sales must sign off that approval has been given. If this has not been indicated on the Function Agreement, the convenor must pay upon departure.
7. Source Codes - Any Front Desk Clerk or Night Auditor, who checks a bill into the system, must use the appropriate source codes, i.e. give example
8. Before the Front Desk can produce a bill, they must be armed with an up to date Function Agreement and a Function Summary Sheet from the Catering Department, for any food and beverage service.
9. The Function Summary Sheet must be completed in full, immediately following the service (not in advance of the function). Both the "Actual" and "Guarantee" numbers must be filled in so that the Front Desk is able to charge accordingly. If the actual number is less than the guarantee, the guaranteed number is charged. If the actual number is greater than the guarantee then the actual number is charged. If a convener has requested additional service (not on the Function Agreement), they must be signed for by the convenor on the Function Summary Sheet, i.e. coffee refresh, additional food items. If the Function Summary Sheet has already been completed and submitted, a second sheet will be completed for the additions and submitted.
10. No matter how difficult the task may be, it is imperative that the Catering Team take the time to get an accurate head count for every function. These counts must be noted on the Function Summary Sheet.
11. Soft Drinks - The convenor must only be charged for the soft drinks consumed, not the number issued. The Function Summary Sheet will list the number issued and it is up to the Catering Department, when on site, to count the number consumed immediately following a function. If Catering is not available, the Front Desk will phone the Maintenance Department and ask them to check the room for a count of what's left over and charge the convenor accordingly. Either way, if a convener is waiting to pay his/her bill, the Front Desk should call catering first and if no answer then call the Maintenance Department.
For Direct Bill clients, whoever cleans the room following a function, must take a final count on the soft drinks left over and relay that information to the Sales Department by phone or note immediately. All unused soft drinks must be returned to the kitchen.
12. Only the Catering Co-ordinator may check out a bill from the system. If you have a question or are uncertain as to why a bill is still in the system, ask. Do not check it out.
If you have a question about a Function Agreement, please contact the Salesperson whose name is at the bottom of the agreement.
Deposit & Cancellation Policy
Group Tours: a $200.00 deposit is required to confirm the reservation. To cancel the tour, written notice must be received 90 days prior to arrival. A cancellation less than 90 days to arrival will result in a forfeit of the deposit. If cancellation occurs less than 30 days before the expected arrival, a 50% charge of the total booking fee will apply. If cancellation occurs less than 14 days prior to arrival, rooms are guaranteed, therefore full payment is due.
Meeting Room & Ballroom: Please see the “Function Terms & Conditions” relating to the specific event as deposits and fees may vary.