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Standard Operating Procedures FRONT OFFICE DEPARTMENT Pa men P ced e

2019 E

ION

DEPARTMENT

FRONT OFFICE

Page: 1\17

TITLE

PAYMENT PROCEDURE

Creation Date

DIVISION

RECEPTION

Version No

PERSON RESPONSIBLE

FRONT OFFICE MANAGER

Version Date

1.0

REF: FO 004

25-09-2019 D

22-09-2020

OBJECTIVES To ensure the correct settlement of guests¶ folios for settlement purposes To ensure the correct rate is applied on currency conversion To ensure the correct procedure is observed in any type of payment mode To ensure that a complete and accurate process is made on OPERA system

2.0

RESPONSIBILITIES The Director of Front of House is responsible for the control, maintenance and approval of this procedure. The Front Office Manager is in charge of the appropriate implementation of this procedure

3.0 3.1 3.1. 1

CONTENTS

The Process

Preliminaries

The guest requests to settle / make a partial payment of his / her account

Receptionist checks the currency quoted in Opera and confirms the total amount due from the guest's folio The Night Auditor prepares Indicative Rate Display rate conversation report every day. Note: The colours serve the purpose of reference for this SOP

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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission

TITLE

PAYMENT PROCEDURE

Page: 2\17

Billed in Mauritian Rupees Flowchart

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FRONT OFFICE MANAGER

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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission

REF: FO 004

TITLE

PAYMENT PROCEDURE

3.2

Bill quoted in Mauritian Rupees

3.2. 1

Payment in Cash (Mauritian Rupees)

Page: 3\17

REF: FO 004

Receptionist makes a print out of the guest's final invoice for the guest to review and approve Refer to APPENDIX 1

Receptionist counts the sum received and verifies the money's authenticity with the 'currency detector'

Receptionist creates a transfer of credit on guest's folio to even out to a zero balance in OPERA -Chooses correct Cash Payment Code - Inputs correct Currency amount From Cashiering Tab, select ÂľBillingÂś option

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FRONT OFFICE MANAGER

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TITLE

PAYMENT PROCEDURE

Page: 4\17

REF: FO 004

Note the total sum due and make a print out of the Invoice

Record all supplements by processing manual transaction postings

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FRONT OFFICE MANAGER

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TITLE

PAYMENT PROCEDURE

Page: 5\17

REF: FO 004

To generate guestÂśs invoice, make sure the arrival and departure dates cover the guestÂśs whole stay

Ensure all details of payment are correct

Receptionist issues a Payment Receipt in duplicate copy with the amount paid. The guest's signature is requested on both receipts. The Receptionist also signs the receipt. Make 2 copies of the payment receipts with Zero balance. Both guest and receptionist sign the copies.

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FRONT OFFICE MANAGER

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TITLE

PAYMENT PROCEDURE

Page: 6\17

The Payment Receipt copy is remitted to the guest and the guest is thanked

The Payment Receipt is attached to the guest's folio and kept in the cash float

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FRONT OFFICE MANAGER

Approved by:

Signature:

This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission

REF: FO 004

TITLE

3.2. 2 1

PAYMENT PROCEDURE

Page: 7\17

REF: FO 004

Balance is in MUR. Guest settles in Cash in Foreign Currency (S1)

Step 3.2.1 (1) Refer to Conversion (3.1.1(3))

Colour

Code

Take amount in Mauritian rupees divided by currency 3 EXAMPLE: MUR 15,000 / MUR 39.41 = EUR 381

4 3.2. 3

Step 3.2.1 (2)-(6)

Balance is in MUR. Guest settles by Card (NO AMEX) in Foreign Currency (S1)

Step 3.2.1 (1)

Receptionist identifies the type of credit card:

He / She verifies that the name on the credit card tallies with the name on the registration card and registered in OPERA

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FRONT OFFICE MANAGER

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TITLE

PAYMENT PROCEDURE

Page: 8\17

Receptionist checks the validity of the expiry date on the card

Checks the amount to be deducted by referring to Check Out tab of Guest profile

He / she confirms with the guests the amount to be taken from the card

Receptionist inserts the credit card in the swipe machine and inputs the correct amount

Receptionist requests for PIN code from guest and proceeds with payment

CLIENTÇŻS

REF: FO 004

MERCHANTÇŻS

Receptionist writes down the credit card expiry date on the merchant's copy

12/202

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FRONT OFFICE MANAGER

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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission

TITLE

PAYMENT PROCEDURE

Page: 9\17

REF: FO 004

Receptionist creates a transfer of credit on guest's folio to even out to a zero balance and prints a receipt with duplicate copy

3.2. 4 1

Receptionist requests for guest's signature on both OPERA receipts with zero balance. He / she also signs on both receipts

Attaches copy of OPERA receipt with credit card slip (client copy) and submit to guest. Attaches original OPERA receipt with credit card slip (merchant copy) to keep for filing.

Balance is in MUR. Guest settles by Card (NO AMEX) in Foreign Currency (S1)

Step 3.2.3 (1)-(5) Refer to Conversion Colour Code

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TITLE

PAYMENT PROCEDURE

Page: 10\17

Take bill amount in Rupees and divide by currency rate EXAMPLE: 3

The Bill amounts to MUR 15,000 Guest pays in EUR by VISA Indicative Rate is MUR 39.41 MUR 15000 / MUR39.41 = EUR 381

3.2. 5

Step 3.2.3 (6)-(12)

Balance is in MUR. Guest settles by AMEX in Rupees

Step 3.2.3 (1) - (5) Apply 3.5 % Bank Charges. There is no need for any conversion to be made. EXAMPLE: The Bill amounts to Rs 15,000 Guest pays in MUR by AMEX No Indicative Rate should be applied Amount to pay = Rs 15000 x 3.5% = RS 15,525

Step 3.2.3 (6) - (12)

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FRONT OFFICE MANAGER

Approved by:

Signature:

This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission

REF: FO 004

TITLE

3.3

PAYMENT PROCEDURE

Page: 11\17

REF: FO 004

Bill quoted in Foreign Currency

Balance is in Foreign Currency. DUE TO UNFORESEEN REASON: Settlement in Cash in Rupees (S2-1) Step 3.2.1 (1)

Refer to Conversion Colour Code

3.3.1

Take bill amount in Foreign Currency and multiply by currency rate EXAMPLE: EUR 1,000 X MUR 40.87 = MUR 40,870

[Note that a 5% Commission does not apply in this scenario.]

Step 3.2.1 (2) - (6)

3.3.2

Balance is in Foreign Currency. Guest settles in Cash in Foreign Currency

Step 3.2.1 (1) - (6) 3.3.3

Balance is in Foreign Currency. Guest wishes to settle in Card (NO AMEX) in Rupees (S2-2)

Step 3.2.3 (1) - (5)

Refer to Conversion Colour Code

Take bill amount in Foreign Currency and multiply by currency rate EXAMPLE: EUR 1,000 X MUR 42.91 = MUR 42,910

Note: Conversion Rate already includes 5% Commission The 5% commission needs to be accounted as gain / loss on FOREX (OPERA CODE - 8850)

Step 3.2.1 (2) - (6)

3.3.4

Balance is in Foreign Currency. Guest settles by Card (NO AMEX) in Foreign Currency

Step 3.2.3 (1) - (6)

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TITLE

3.3.5

PAYMENT PROCEDURE

Page: 12\17

REF: FO 004

Balance is in Foreign Currency. Guest settles by Card (AMEX) in Rupees (S3)

Step 3.2.3 (1) - (5)

Refer to Conversion Colour Code

Take bill amount in Foreign Currency and multiply by currency rate EXAMPLE: 3

EUR 1,000 X MUR 40.87 = MUR 40,870 [Note that a 5% Commission does not apply in this scenario.]

Step 3.2.3 (6) - (12)

3.3.6 2

Guest is in possession of Gift Voucher (EURO 100 +25 %) Refer to Conversion Colour Code

Take bill amount in Foreign Currency and multiply by currency rate (Refer to APPENDIX 2) EXAMPLE: 3

EUR 100 X MUR 40.87 = MUR 4,087.00

Guest receives a credit of Euro 125 = MUR 5,108.75 [Note that a 5% Commission does not apply in this scenario.]

3.3.7

Balance is in Foreign Currency (X). Guest settles in another Foreign Currency (Y) (S4)

Refer to Conversion Colour Code

Bill is in (X) foreign currency. Guest wishes to settle in (Y) foreign currency. EXAMPLE:

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TITLE

PAYMENT PROCEDURE

Page: 13\17

REF: FO 004

An invoice is EURO 1,000. Guest wishes to settle in GBP. Firstly, convert the EURO 1,000 to MUR. Take EURO 1,000 multiply by third column of table for currency exchange ± (EURO 1,000 x 40.87) = MUR 40,870. Then, the MUR 40,870 divided by second column of table for currency exchange ± (MUR 40,870 / MUR 45.83) = GBP 891.

3.4

Payment Via Tour Operators / Travel Agent Virtual Cards that needs to be processed in Mauritian Rupees (S5)

EXAMPLE: Invoice amounts to USD 1,000. In case we cannot debit in USD directly: TRIAL 1: Take USD 1,000 multiplied by currency in fourth column of table for currency exchange - USD 1,000 x MUR 38.64 = 38,640 TRIAL 2: Take USD 1,000 multiplied by currency in third column of table for currency exchange - USD 1,000 x MUR 36.80 = 36,800 TRIAL 3: Take USD 1,000 multiplied by an average of second and third column of table of currency exchange - average = (MUR 35.65 + MUR 36.80)/2 = MUR 36.23 x USD 1,000 = MUR 36,230

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3.5

PAYMENT PROCEDURE

Page: 14\17

REF: FO 004

Guest / TO wishes to settle by AMEX via Reservation Department

Invoice is sent to Guest or the Tour Operator / Travel Agency.

The email should specify: If your payment is done with AMERICAN EXPRESS cards, it can only be charged in the local currency; Mauritian Rupee (MUR). There will be two additional compulsory charges of 5% Service Fee, plus a 3.5% Bank Charge. We recommend to use an alternative credit card billable in your own currency to avoid additional bank fees or you may proceed by a bank transfer. Note that all bank charges should be borne by the sender. We strictly recommend you to send us a proof of payment once the same processed in our account. Please chose for your transfers / payments following bank account depending on the currency:

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TITLE

PAYMENT PROCEDURE

Page: 15\17

For MUR ACC payment transfers: Bank Mauritius Commercial Bank Ltd Branch Main Branch, Port Louis Account Name Spa On The Shores Ltd IBAN Number MU98MCBL0901000001749350000MUR Swift Code MCBLMUMU Mur Acc 000011749350 For EURO ACC payment transfers: Bank: Mauritius Commercial Bank Branch: Main Branch, Port Louis Account Name: Spa On The Shores Ltd Euro Account: 000442286198 IBAN Number:MU09MCBL0944000442286198000EUR Swift Code: MCBLMUMU

4.0

DISTRIBUTION LIST General Manager Operations Manager Head of Human Resources Financial Controller Director - Front of the House Front Office Manager Reservation & Revenue Manager

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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission

REF: FO 004

TITLE

5.0

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PAYMENT PROCEDURE

Page: 16\17

APPENDIX 1

FRONT OFFICE MANAGER

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REF: FO 004

TITLE

PAYMENT PROCEDURE

Page: 17\17

APPENDIX 2

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This document belongs to Shanti Maurice and may not be reproduced or transmitted without management permission

REF: FO 004