Additional Information

Agent Comp Form

All agent comps must go through MCS management

• Refer to the FAM Request Standard Operating Procedure
• A concierge is NOT allowed to call the vendor for comps
• Call MCS Manager to inform her that you have sent the form via email
• The vendor or MCS Manager will contact you for confirmation

Activity Review Forms

• An activity review form MUST be filled out 1 to 2 days after all comp trips.
• Send the completed form to Kathy and she will send to team after reviewing.
• This form will be available on your computer desk top at all times.

Responding to Guests Questions about MCS

• If guests asks “who do you work for?”
  1. You answer is “We are the concierge for the  ______________ resort.” “We are hired by the resort to provide the concierge service for them.”
• We are to remain seamless to the guests using the resorts name tags and business cards, dress code policy etc.
• If the guests ask “Do you work on commission?”You answer “We are the concierge for this resort and we are here to provide the best service and tours for you, any of us can assist you.”

Protecting Your Guests Information

• When you ask the guest for their cell phone number you MUST ask permission to give it to the vendor or restaurant.
  1. Ex: “May I provide your cell phone number in case they need to reach you any reason, usually weather related.
  2. Ex: “May I provide your cell phone number to the restaurant as they may choose to confirm your reservation”
• DO NOT GIVE OUT:
  1. Guests phone numbers without permission
  2. Email address or home address
  3. Room number of the guest to anyone other than activity provider you are booking
• Credit Card information must be kept confidential at all times.
  1. When leaving your desk for any reason, your desk needs to be clean and free of vouchers, papers, printed papers, and anything else that may have a credit card number on it.

Email Procedures

• It is the responsibility of each concierge to check the emails throughout shift and respond to them immediately.
• If the concierge that has been working with the guests is on duty, they are to address the email, if they are not then anyone can assist guest.
• At no time do you direct a guest via email or phone, to wait until the concierge they have been working with becomes available, comes in later or request they wait for days for a response.
  1. You are to serve the guest with prompt and professional service.
• Once you create the header for the guest, copy and paste the e-mail sent to them in the notes field.
• The responses to email inquiries will be formatted to have the same basic information and required and approved verbiage.
  1. A form letter type email will be created for a variety of situations.
  2. You are to use the correct standard email and customize only the body of the email to address the guest’s specific inquiries.
  3. At NO time are you to respond to unusual correspondence or requests for non- concierge related topics.
     1. Ex: Inquiries about what computer system we use or if we charge by the hour or day for our concierge services?
  4. All form letter style emails will be kept on computer desk top to improve productivity, proficiency and uniformity.

Cashing Out Tickets in Advance without the Guest Present

• We want to have the guests at our desks to swipe their credit cards and receive detailed and accurate directions from us in person at all times possible.
• The only time you should be cashing out a ticket without the guest at the desk is if they have activities within 24 hours of arrival. In this situation, you should only cash out those activities. The guests other activities should be cashed out after the guest arrives and is at the desk.
• Inform the guest at the time of booking that they are within the cancelation window and they are locked into the reservation.
• You must have a signed credit card authorization from the guest prior to cashing out the ticket.
• You must have very detailed notes in the system why you are cashing out tickets without the guest in front of you, where the tickets are located after you have printed them, and that you have emailed directions.
• Send guests detailed and accurate directions to their activity via email.
• If you have a situation arise that it is necessary to cash out a ticket in advance that does not fall into the situation above, you must call management to obtain approval PRIOR to cashing out the ticket.

Aloha Calls

• A designated person or team of 2 will be scheduled to make the Aloha calls each day.
• You are to use the Aloha call script that is specific to your location; it is not to be customized to tell guests to come see you personally, unless you are at a solo desk. If you do not have an Aloha Script, contact your supervisor immediately for a copy.
• All calls are to be made at 9am or as soon as possible after, but never before 9am.
• Make sure you invite the guests to the desk for information on how to explore the island, create urgency and build excitement.
• The scripts for each property will be on the desk top

Proper Etiquette at Desks

These rules apply to all desks per MCS management and are to be adhered to AT ALL TIMES.

• No food or drink at, or behind desk at any location. Procedures for breaks are listed below:
  1. ***You can take your breaks in the official break room or leave property
• No cell phone use on property during work hours.
  1. All cell phones must be in a purse or backpack.
  2. They should not be out, and must be on vibrate/silent.
  3. It is requested to have family or emergency needs call the main concierge line and asked to be transferred to you.
• No texting at desk.
  1. The only exception to rule is when the phone systems are down at the resorts and you have to use your cell, or under special circumstances approved by management.Maui Concierge Service management must be informed immediately if the phone systems are down at the resort.
• You are to keep your desk tidy and only have approved items on physical desk top.
  1. Daily Planner
  2. Business cards
  3. Activity sheets
  4. Food and Fun Magazines
  5. Forever Maui Brochures
• If you leave your desk for any reason
  1. You must be Logged Out of Al-Desk
  2. You must keep all your pens paper and notes off desk top or in very neat arrangement (put it onchair or in a drawer out of site)
  3. Your chair should be properly pushed in and facing forward
  4. Your sign should be visible that you will be back-(if working solo desk)
• Your vocal volume while on phone or with guest in person, should be at a level that does not disturb your coworker beside you.
• Your conversations on the phone are to be professional at all times.
  1. No slang or relaxed verbiage is to be used in the presence of guests.
• You are to sit in a professional manner facing forward aware of your surroundings at all times.
• You are to greet the guest warmly with a smile within 10 feet of desk, within 5 feet you verbally greet the guest
• You are not to share with guests or vendors proprietary information of Maui Concierge Services to include but not limited to:
  1. Information on the vendors we partner withThe commissions the vendors provide to the concierge
  2. The commission differences between vendors
  3. The computer programs that we use.
  4. The pay structure for the concierge
  5. The select voucher process
  6. The names and phone numbers or email address of our employees.

Proper Communication with Management and Co-workers

• When you have any concern related to your employment with MCS you are always able to talk with management.
• If a guest is walking away from your desk and they are not happy, you must reach out and call your supervisor to explain why the guest is not happy.
• If a guest is hurt on an activity you MUST call your supervisor and explain what happened as soon as you learn of the incident.
• If you have to call security for any reason, you MUST call your supervisor immediately.
• All communication via email or phone voicemail should be detailed and specific in need.
  1. All communication should be provided in a positive manner. The best policy is to share your concern or question but also offer a solution to what you think is best to resolve the situation if possible.
  2. At no time is it acceptable to talk or type in a derogatory manner to your management team, hotel and activity partners, or coworkers.
• It is expected that in most situations you have done all you can to seek the answer or resolve the situation before seeking the guidance of your manager.
  1. Do not assume you know the answer or have the resolution. Ask if you have any doubt.
  2. Always inform your manager of the any situation that needs to be corrected or updated permanently.
• When emailing manager to correct LIKE FOR LIKE:
  1. Make sure you send an email to the manager, and all concierges on the voucher.
  2. Provide detail of why you voucher is like for like.
• When emailing manager for SPLITS:Provide the voucher number and dash.
  1. Provide detail of why you voucher is a split.

Phone Etiquette

• Answering the phone
  1. SMILE at all times. You can hear it on the phone.
  2. “Aloha, Activity Concierge this is Kathy how may I help you?”
• Must answer call within 3 rings
• Placing on Hold
  1. “May I place you on a brief hold?”
• Responding to hold time
  1. “Thank you for your patience”
• Transferring calls
  1. You must do a warm transfer.
     • Call your intended extension or department, let them know who you have on the phone and what they need
     • Release call
• How to handle phone while assisting guests in front of you.
  1. You are to politely address your guest and let them know you have to answer the phone.
  2. Best policy is to smile and ask permission to answer phone
  3. Let them know you will just be a moment.
     • Pick up the phone and say “Aloha Activity Concierge this is Kathy, I am currently assisting a guest, do you have a quick question or may I put you on a brief hold.
     • If it is a quick question- answer it.
     • If it is a transfer request- transfer call.
     • IMPORTANT… do not sound robotic, engage with each guest genuinely.
• If you have to put the guest on hold you, instant message your coworkers to pick up line
  1. You are NOT to keep a guest waiting, the first available concierge who is available is to assist and or call back.
  2. Each guest must be served immediately if possible

Proper AL desk Procedures and Etiquette

• You MUST check to see if a header for a client has already been created
  1. SLOW down and take the time to review the list on names that populate.
• Make sure you enter in the CORRECT:
  1. Ask what name the room number is registered under
     • Enter the guests name in with the correct spelling
     • Do NOT put two name back to back
       1. Ex: Smith/Jones Instead make it SMITH / JONES – with spacing
  2. Hotel, condo or private residence
  3. Telephone number- cell phone they are traveling with.
  4. All information pertaining to specific activities
     • Time
     • Pick up time and location
     • Correct tour
     • Body weights, shoe size, lunch order etc.
  5. Always enter in the notes field any information necessary to best serve the guests.- (no personal or negative commentary)
     • Any special requests or needs
     • Copy of emails sent to guest.
• Do not put false letters or numbers in the confirmation fields for any voucher.
  1. For a confirmation you are to use the one provided by the vendor.
• If you create an unconfirmed voucher by not entering anything in the confirmation field you MUST cancel it out before end of shift if the guest has not booked it.
  1. The action of entering in an unconfirmed voucher does not make it your sale.
  2. You must always confirm the sale and obtain a credit card.
• Service Vouchers (Restaurant reservations, Golf Tee Times, etc.)
  1. If you are unable to confirm the reservation requested immediately leave the confirmation field blank, until confirmed.
  2. To make sure there are no unconfirmed Service Vouchers, you must check all unconfirmed vouchers and manually add the check mark in the “Include Service vouchers” check box at end of shift in order to see what has not been confirmed.
• Large Party Bookings procedures:
  1. If it is ONE Guest paying for all people in party
     • You can process all on one header
  2. If you have Multiple Guests in multiple rooms that are to be charged or multiple forms of payment you MUST create a new header for each guest and put corresponding voucher number in the notes field.
     • You have to have individual header for each room number
       1. You can NOT post a room charge without a voucher signed for by that guest. (For Example, Mr. Smith must sign Mr. Smith’s voucher. Mr. Jones may not sign Mr. Smith’s voucher)

You CANNOT manually write on voucher when you have more than one room charge on a client record.

• You can process the payment to include a partial room charge and the remainder on cash or credit, but must note on voucher turned into front desk the amount to be room charged with printed receipt.
  1. You are to show the front desk the printed report that notates how much is charged to each room.
• In the instance of a missed activity or a non-ordinary cancellation concern.
  1. You can call the guests to check to see if everything is okay and let them know they missed their trip.
  2. Call manager immediately if there is a concern with the cancellation.
  3. At no time are you call the vendor, without permission from manager, to ask to be let out of the booking.
     • Reminder- Once the voucher number is given to the vendor it is a guarantee MCS will be making payment for the voucher in full.

Credit Card Policies- Obtaining Signature

• All credit card slips must be signed by guest.
• As you are circling the name Maui Concierge Service on Credit card slip and obtaining signature you are reminding them they will see a charge from MCS on their statement
• If you are cashing someone out who is not at your desk. Ex, over the phone. Follow these procedures.
  1. Best policy is to have guest come to desk and SWIPE the credit card.
  2. If they are on the mainland you must send a credit card authorization form for signature approval. Remind them NOT to put full credit card number on form just the last 4 digits. (You have already obtained the full number over the phone as a credit card guarantee.)
  3. You may email or fax the form to the guest and have them return the form in the same manner.
  4. You must turn in that signature form with your end of day work to show proof of signature.
  5. Make sure you put in the notes field that you have sent the CC authorization form and what time and date if not entered into notes immediately.
  6. It is illegal to put full credit card information in the notes or any other area in the record.
  7. This process is critical. If the guest disputes the charge and you have not obtained the signature, we will lose the dispute.
• The general rule is whoever obtains the credit card gets the sale.
  1. It is very important for each concierge to close up their sales by getting the credit card, address, zip code and contact phone number.
  2. The concierge are free to split any sale they choose at anytime
  3. There may be situations that need to be clarified by your manager that would constitute a split of sale, or change of who gets full commission.

All Credit Card information MUST be kept CONFIDENTIAL at all times. Do NOT leave credit card information anywhere on the desk at any time!