Hotel Travel Agents and Corporate clients SOPs

Travel agents and corporate clients are key revenue drivers for hotels, especially in business, MICE, and long-stay segments. Clear Standard Operating Procedures (SOPs) for handling travel agents and corporate accounts ensure rate consistency, smooth operations, strong relationships, and higher repeat business.

Importance of Travel Agent & Corporate SOPs in Hotels

• Ensures rate parity and control

• Improves booking efficiency and accuracy

• Strengthens long-term partnerships

• Reduces billing disputes and revenue leakage

• Enhances corporate guest satisfaction

Hotel Travel Agent SOPs

1. Travel Agent Registration & Onboarding SOP

• Collect agency profile and contact details

• Verify GST, PAN, IATA/TAAI/TAFI (if applicable)

• Obtain bank details and credit agreement

• Assign agent code in PMS

• Approve agency through sales and finance

2. Travel Agent Rate Contract SOP

• Define FIT / Group / Seasonal rates

• Mention commission structure (standard 10% or agreed)

• Specify blackout dates and validity

• Get signed rate contract / agreement

• Upload approved rates in PMS and CRS

3. Booking & Reservation SOP (Travel Agents)

• Receive booking via email / portal / OTA extranet

• Verify rate, commission, and payment mode

• Send confirmation voucher

• Update PMS with agent details

• Share arrival and guest preferences with operations

4. Commission & Payment SOP

• Verify eligible commission bookings

• Match invoice with confirmed bookings

• Process commission payments as per agreed cycle

• Maintain commission reconciliation records

Corporate Account SOPs

1. Corporate Client Onboarding SOP

• Collect company profile and contact persons

• Verify GST, PAN, and billing address

• Define credit limits and payment terms

• Assign corporate code in PMS

• Sign corporate rate agreement

2. Corporate Rate & Contract SOP

• Define negotiated rates (room, meal plans)

• Mention inclusions and exclusions

• Define validity, blackout dates, and cancellation policy

• Approve contract by sales and finance

• Load corporate rates in PMS

3. Corporate Booking SOP

• Receive booking from authorized company personnel

• Verify rate and billing instructions

• Confirm booking and payment mode

• Tag booking under corporate code

• Inform front office and accounts

4. Corporate Billing & Credit SOP

• Raise GST-compliant invoice

• Verify PO or authorization letter

• Submit invoice as per billing cycle

• Track receivables and follow-ups

• Escalate overdue payments as per policy

Joint SOPs for Travel Agents & Corporate Accounts

Rate Parity & Revenue Control

• Ensure consistency across all channels

• Monitor undercutting or unauthorized discounts

• Review contracts quarterly

Guest Experience SOP

• Recognize repeat corporate guests

• Fast-track check-in for corporates

• Ensure agreed amenities and benefits

Reporting & Review SOP

• Monthly business review (MBR)

• Production analysis (room nights, revenue)

• Profitability and cost analysis

Roles & Responsibilities

Role	Responsibility
Sales Head	Contracting and relationship management
Revenue Manager	Rate loading and parity
Front Office	Booking execution and guest handling
Finance	Billing, credit, and reconciliation
Operations Director	SOP compliance and service delivery

Key KPIs for Travel Agent & Corporate SOPs

• Room nights generated

• Revenue contribution

• Payment cycle adherence

• Dispute and deduction percentage

• Repeat business ratio

Common Challenges & Solutions

Challenge	Solution
Rate undercutting	Strict rate parity SOP
Delayed payments	Defined credit and escalation
Booking errors	PMS training and checks
Low productivity	Quarterly account reviews

Best Practices for Managing Travel Agents & Corporate Clients

• Maintain updated contracts and SOPs

• Communicate changes proactively

• Reward high-performing partners

• Conduct regular review meetings

• Ensure service consistency

Well-defined Hotel Travel Agent and Corporate SOPs ensure structured revenue management, strong partnerships, and seamless guest experiences. Hotels that standardize these processes gain better control over rates, billing, and relationships—resulting in sustainable revenue growth and loyal corporate clientele.