SOP: Tourism Dirham (TD) Charges

Standard Operating Procedure

1. Purpose

To standardize the process of handling Tourism Dirham (TD) charges to ensure clarity, efficiency, and compliance with client and supplier requirements.

2. Scope

This SOP applies to all agents managing bookings that involve TD charges for hotel stays.

3. Procedure

Step 1: Default Handling of TD Charges

• TD charges will be collected directly from the hotel by the guest.
• Ensure that this information is clearly mentioned in the voucher provided to the guest.

Step 2: Handling Special Requests

• If an agent specifically requests the company to cover TD charges:
  • Coordinate with the hotel or supplier to arrange the coverage.
  • Prioritize coordination with the hotel due to potential delays in supplier responses.
    
    

Step 3: Covering TD Charges Internally

• In cases where the company covers TD charges directly:
  • Include applicable card charges in the final billing process.
  • Inform the agent or guest about the additional charges in advance to avoid disputes.
    
    

Step 4: Documentation and Communication

• Maintain proper documentation of all TD-related communications with agents, hotels, or suppliers.
• Update the booking voucher to reflect any changes made regarding TD coverage.

4. Responsibilities

• Agents: Ensure accurate communication with clients and update vouchers as required.
• Supervisors: Oversee the process and address any issues that arise with hotels or suppliers.
• Finance Team: Handle internal billing, including card charges for TD payments made by the company.

5. Exceptions

• Any deviations from the above process must be approved by the supervisor or manager.

6. Notes

• Always prioritize resolving delays from suppliers by escalating appropriately.
• Keep the client informed of any changes promptly to maintain transparency and trust.