Page 1 Key:- Step not always applicable Key to quality Tip Further instruction Department: Connected Service Owner: Connected Service Time: 25 Minutes SOP type: Excursion Sales System: Not Applicable Date of last revision and version number: Step Instruction Illustrations / Quote Comments Time (sec) 1. Listen and collect data Answer phone under SLA guidelines Customer expresses an interest in booking an excursion Listen to what the customer’s requirements are Ask customer for holiday booking details Reservation number Lead name Name of the hotel Room number Always use customer’s name 5 mins SLA Answered in three rings With a positive can do-attitude Hello welcome to the Connected Service You are speaking with… Ask the customer if they have an idea of what excursion they would like to go on. If yes, confirm in NanoRep the day of the week the excursion runs, the price and an outline of the excursion You can find this information by either typing the name of the excursion or by typing (Destination) - Event Planner – (Resort name) – (Source market) in the search box Reply the information to the customer Ask the customer how they would like to pay for the excursion If customer would like to book the excursion confirm in NanoRep the options of booking excursion in the destination (this info will be available in the event description) If customer would like to book go to step 3 If customer does not want to book offer car hire, go to SOP car hire sales 10 mins 2. Investigate and advise Page 1

“How would you like to receive your excursion confirmation ” Key:- Step not always applicable Key to quality Tip Further instruction Department: Connected Service Owner: Connected Service Time: 21 Minutes SOP type: Excursion Sale System: Not Applicable Date of last revision and version number: Step Instruction Illustrations / Quote Comments Time (sec) If customer does not have an idea of which event they would like to go on, the event planner will provide information on what events are available to them, offer to either read over the telephone the information or email this to the customer directly to read at leisure and arrange for a suitable time to contact the customer again to book. Follow step 3 when applicable. Once you have confirmed how the excursion can be booked either: Book in system with credit card Book in system with cash for customer to pay directly on excursion bus Closest hotel for the customer go and see a rep and book the excursion with the rep Book an appointment with Rep on Request. Don’t forget that some excursions need to be booked directly with the supplier before booking the excursion on the system – see NanoRep for more details 3. Book Excursion Don’t forget to ask the customer to stay on the line and answer the 3 survey questions at the end of the call. 5 mins Never write the customer’s credit card number down and don’t repeat it whilst on the phone with the customer - always input straight from the phone to the website “How would you like to receive your excursion confirmation ” 4. Send confirmation to customer and complete logs 5 mins Email / Efax confirmation of booking Complete sales tracker Include some Top Tips for the excursion for the customer in their booking confirmation. “I will email the hotel with all the relevant information for your attention” Page 2