PRE-DEPARTURE CHECKLIST:Task and Playbook

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Tailor-Made

This document outlines the standard process for completing the pre-departure task and playbook.

The Tailor-Made Pre-Departure Checklist helps make sure everything in the customer’s trip is correct and ready before they leave. It’s the final step to double-check all the details of a custom itinerary and avoid mistakes.

TIMELINE

Seventy seven days prior to departure, the Tailor-Made agent will receive a task to review the full booking and make sure everything is finalized.

There is a pre departure checklist playbook to complete.

RESOURCES NEEDED

HubSpot - link
Perseus - link

THINGS TO CHECK PRIOR TO COMPLETING THE CHECKLIST:

payment

names
flights
suppliers have all the required information so there are no issues come docs stage.

HOW TO LOOK FOR THE PLAYBOOK

After the task is received, open it to get directed to the HubSpot Deal Page.
On the left-hand side of the Deal Page, under the Playbook section, locate the
Tailor-Made Pre Departure Checklist.

4. Click to open the Playbook.

5. The playbook consists of 5 sections that need to be completed:

Passenger Details
Flight Details
Accommodation
Transport
Finance
Groups
Documents

PRE DEPARTURE CHECKLIST

PASSENGER DETAILS

This section has 5 questions:

Question 1: All names entered on booking (amount of passenger details matches amount of passengers on the booking)

Process:

Open Perseus and search for the booking
Check the Passenger Number section on the Edit Order Page
Check the number of passengers on the Passengers Tab

Question 2: All passport details entered (if required)

Process

Open Perseus and search for the booking
Click on Passengers Tab on Edit Order Page
Check per passenger if the passport details are all valid and correct. Ensure that there is a 6 month validity prior to the tour return date.
If no passport detail was supplied, agent must reach out to the customer.

Question 3: Copies of passports on file (if required)

Process

Open Perseus and search for the booking
Click on Passengers Tab on Edit Order Page
Check per passenger if the passport details are all valid and correct. Ensure that there is a 6 month validity prior to the tour return date.
If no passport detail was supplied, agent must reach out to the customer.

Question 4: Special requests & dietaries noted in Perseus

Process

Open Perseus and search for the booking
Click on Passengers Tab on Edit Order Page
Check per passenger there were any dietary requirement indicated.
Check also on the special requests section if there are any notations

Question 5: Final naming list re-sent to supplier at time of checklist (noting any flight details/dietary requirements etc)

Process

Open HubSpot and search for the supplier ticket
Check email communications if the Tailor-Made agent previously sent the naming list.
You may also check the Attachment Section on the right-hand side of the ticket to see if the naming list is there.

FLIGHT DETAILS

This section has 2 questions:

Question 1: If there have been flight changes, please send the to the supplier. Have you sent them to the supplier?

Process

Open Persues and search for the booking
Click on Files Tab to see if the etickets have been uploaded.
Go to Slack and send a message on the channel: #tailor-made-flights and ask if there have been any flight schedule changes.

Question 2: Reconfirm no changes in international/internal flights booked by Inspiring Vacations

Process

Open Persues and search for the booking
Click on Files Tab to see if the etickets have been uploaded.
Go to Slack and send a message on the channel: #tailor-made-flights and ask if there has been any flight schedule changes.
Wait for a reply from the flights team and answer the playbook question accordingly.

ACCOMMODATION

This section has 3 questions:

Question 1: Room types confirmed and specified in product itinerary (if not standard double/twin/single)

Process

Open Persues and search for the booking
Check on Edit Order Page>Bookings Tab>Room Preference.
Room types should match the number of passengers

Question 2: Finalised hotel list received from supplier and updated in product if any changes

Process

Open HubSpot and search for the supplier ticket
Check the supplier email wherein they provided the final hotel list
You may also check the Attachment Section on the right-hand side of the ticket to see if the hotel list is there.

Question 3: Pre/post tour nights confirmed with supplier

Process

Open HubSpot and search for the supplier ticket
Check the supplier email wherein they confirmed the pre/post tour nights.
This information will not be available on the Operations Tab in Perseus

TRANSPORT

This section has 3 questions:

Question 1: All internal flights confirmed and e-tickets added to “Files” in Perseus

Process

Open Perseus and search booking
Click on the Files Tab to check if the e-tickets have been uploaded as External
Cross-check with the standard itinerary if all flights including internal flights reflect on the e-tickets

Question 2: Are all passengers arriving/departing together?

Process

Open Perseus and search booking
Click on the Files Tab to check if the e-tickets have been uploaded as External
Cross check with the standard itinerary if all flight including internal flights reflect on the e-tickets.
Check all passengers if they have the same arrival and departure times

Question 3: Based on the above qn: If yes, have flight details been submitted to supplier. If not, have multiple transfers been arranged/charged for with supplier/client?

Process

If yes, check the supplier ticket on HubSpot to see if the flight schedules were sent previously. If not, you can send a separate email or send the naming list which would include the flight details.
If no, send an email to the supplier to check if multiple transfers have been arranged. If not, request and wait for the quotation. After quote is provided, ask Tailor-Made Sales Team to add margin and then inform the customer of the extra cost.

FINANCE

This section has 3 questions:

Question 1: Invoice(s) received from supplier and on file in Perseus & Hubspot

Process

On HubSpot, look for the Supplier Ticket on the Deal page.
Open the supplier ticket.
Check on the Attachment Section on the right hand side of the page to see if the invoice has been attached.
Go back to the Deal page and repeat step.
If the invoice has not been attached on the Deal Page, go back to the Supplier Ticket and download the invoice.
After downloading the invoice, go back to the Deal page to add it on the Attachment section.
On Perseus, search for the booking.
On the Edit Order Page, go to Files Tab and check if the invoice has been added. If not, add it and save it as an Internal File.

Question 2: Final balance payment task set for finance (only if invoices received)

Process

In HubSpot Deal Page, check under Task Tab if there is already an existing task for Supplier Payment
If not, create a task to Finance and assign to 'Finance - invoices' queue
Use #TM Supplier Payment snippet and fill out details (delete/add suppliers as required)
Set task due date as same day (finance team will adjust as necessary)
Associate with contact, enquiry deal and related tickets

Question 3: Supplier cost loaded in correct currency

Process

Search in Perseus for the booking.
On Edit Order Page, go to Management Tab.
On the Right Hand side of the Page (Finance Team section) check if the correct currency is indicated

GROUPS

This section has 3 questions:

Question 1: Rooming list received from group organiser

Process

After searching for the booking Perseus,
Check on the Remarks Section on the Edit Order Page to see if there are any notations about the room assignments. This is applicable to bookings that have more than 2 passengers.
You can also check on the Deal Page in HubSpot to see if there are any emails indicating the room assignments. If you did not find any, you may send the lead passenger an email to ask.

Question 2: Final costing per pax appropriate to group size

Process

After searching for the booking Perseus, go to the Management Tab.
Check the number of passengers and the cost per person.
Check if there is single supplement.

Question 3: Any single supplements required loaded on invoice

Process

After searching for the booking Perseus, go to the Management Tab.
Check if there is single supplement.

DOCUMENTS

This section has 1 question:

Question: Have documents been requested?

Process

On HubSpot, go to the Deal Page and check for the Supplier email
Check if there has been any emails previously sent requesting for the final documents. If there is none, send an email using the template: TM Docs Request.
Edit the template as appropriate.