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Leisure - Corporate
- Reception/Delivery
- Accounting
Quality
Assurance:
Assuring the quality of service through the
setting of performance standards, conducting on-going
measurement against those standards and acting to
improve.
Goal:
To develop processes to create an error free
environment for reservations, ticketing and delivery.
Mission:
Starting
with reservations and ending with deliveries, develop
check lists for associates to assure
basic quality and strive
for both delightful and exciting quality for external
and internal customers.
Q.A.C. TOP 10
LEISURE
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Everyone
needs to be responsible for answering the phones
-
Give
correct messages
-
Prompt
call back time, within allocated time
-
Pass
on overflow work
-
Verify
travel dates and day of week
-
Phone
number/Address in PNR
-
Wrong
fare quote/City pairs
-
Missed
ticket deadline
-
No
force priced tickets!
-
Correct
commissions/Correct IT numbers
Q.A.C.
TOP 10
CORPORATE
-
Everyone
needs to be responsible for answering the phones
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Give
correct messages
-
Prompt
call back time, within allocated time
-
Verify
travel dates and day of week
-
Seat
assignments
-
Missed
ticketing deadline
-
No
force priced tickets!
-
Correct
commissions/Correct IT numbers
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Ticket
delivery/Pick up details in history
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Notify/Send
voided tickets to accounting.
Q.A.C. TOP 10
RECEPTION/DELIVERY
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Everyone
needs to be responsible for
answering
the phones
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Keep
log sheet thorough for every ticket/document
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Timely
delivery of tickets/documents
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Verify
travel dates and day of week
on
travel itineraries
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Assemble
tickets in a timely manner
- Give
correct messages
- Verify
mailing addresses on mail outs
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File
brochures and keep office tidy
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Give
Airborne numbers/Certified mail
numbers to agents
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Fast
problem resolution
Q.A.C.
TOP 10
ACCOUNTING
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Everyone
is responsible for answering phones
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Call
back internal and external customers same day as
call received
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Fast
problem resolution
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Tracking
commission payables
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Input
check numbers, DHL numbers and mailing dates in
PNR's
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Issue
checks on time
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Have
ARC reports done on time
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Input
cash receipts in timely manner
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Clear
up debit memos in timely manner
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Customer
statements/reports mailed on schedule
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