STANDARD OPERATING PROCEDURE

Number 4.4.003 – Group Billing

Department(s) involved: Sales, F&B, Finance and Rooms

Related SOP(s):
Date: 20/11/20
Written by: Marriott
Updated on:
Approved by:
Pages: 4

GOAL(S):

To enhance planner’s satisfaction on understanding charges posted to their

account
Establishes, at the planner’s option, how they would like to review their bill
To provide a consistent and effective method for Event Managers to successfully
communicate billing process
To provide Event Management with complete and accurate billing information
Streamline internal processes between operations and accounting
PROCEDURE:

Primary Risk Area(s)

The policies and procedures described herein mitigate risk in the following areas
• Drop in Customer Satisfaction and ESS Billing Overall Satisfaction due to the invoices not
being correct
• Delayed Payment as invoices need to be corrected several times to be according to our
customers’ needs
• Decrease double work for our Event and Accounting associates
Policy
• The following guidelines have been based on the policies outlined in the “Group Bill
Review Procedures (EMP-014B, only applicable to NALO)” and on “Group Master Account
Billing”
Procedure Guidelines
Internal Group billing procedures and deadlines
• DOF/DOPS ensures that all associates involved in the master account billing process are
trained and understand their responsibilities
• Front Office
- Assign PM to group and inform Event Management accordingly
- Master account to be checked on a nightly basis on no shows, correct routing,
correct
rates
- Review relevant PM accounts with Events weekly
• Event Management
- Check if PM has been setup from Front Office
- Notify Micros guest check preferences in the BEO
- Collect all charges from rooms and F&B department
- Daily check of master account in regards to correct rooms and catering charges.
Room
charges include no shows, correct rates and correct routing. Catering charges
include
control of banquet checks in regards to number of participants, rates and layout of
banquet checks as well as if additional orders have been made and signed onsite.
- Sort charges in PMS billing function to the correct windows, e.g. Window 1: room
charges, Window 2: catering charges, Window 3: additional charges, etc.
- Prepare final changes and comments in the Handover sheet and submit final
invoice to
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Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP

1
 accounting
- Complete invoice includes: invoice in folio style as agreed with customer, guest
checks,
signed additional orders, backup for accounting (contract, BEO)
Review relevant PM accounts with Front Office weekly
- Handover invoices to accounting within 2 working days after departure
• Accounting
- Final invoice check
- Collect any missing information from Events
- Prepare final invoice according to customer preferences
- Send out invoice within 5 working days after departure
- Check out PM
• Banquets
- Create guest checks according to instructions in BEO

Service Procedures
Sales Phase
• Include cost overview into proposals
• Collect payment guarantee, either Direct Bill information or credit card information,
according to our internal standards
• Use Opera billing codes
o CAEPO = all paid on departure, individual guest CC guarantee on check in
o CARTO = room, tax only to master, individual guest CC guarantee on check in
o CARTB = room, tax, breakfast to master, company CC guarantee on check in
o SCEPO = all paid on departure, grantee by group, no CC on check in
o SCRTO = room tax only to master, grantee by group, no CC on check in
o SCRTB = room, tax, breakfast to master, grantee by group, no CC on check in
o SCSAC = all charges to master account, grantee by group, no CC on check in
• Confirm approval of credit limit according to the onsite credit policy LSOP with finance
• Request billing address
• Confirm billing information and billing options with planner (client system reference
numbers, Purchase order numbers, etc.)
• Turn over file to Event Management
Pre-Event Phase
• Reconfirm billing information and billing options with planner (client system reference
numbers, Purchase order numbers, etc.)
• Define folio style with customers depending on their preferences (e.g. separate invoices
for rooms, banquet or all charges on one invoice, …; use Opera PMS folio style
possibilities)
• Define banquet charges structure like:
o F&B, AV , Room rental and miscellaneous charges separate
o By event
o By meeting rooms
o Etc…
• Communicate specific customer company procedures to accounting
• Enter billing information in all operational documentation like BEO, Resumes, GRC, etc.
• Billing should be highlighted during pre con meetings (formal or inform). All relevant
departments for the group bill process are required to attend the meeting (Accounting,
FO, Rooms Controller, Event)
• Deposits / pro forma invoice
o Activities to be set from event for accounting clerk
o Create pro forma in Opera S&C and provide accounting clerk with all necessary
information to create pro forma invoice
Pro forma to be sent by accounting
• Obtain signature from planner on the final BEO
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Copyright © 2020 Marriott Hotels & Resorts Worldwide, Inc. All Rights Reserved.
May not be reproduced, disclosed or distributed without the express written permission of Marriott Hotels & Resorts Worldwide, Inc.
Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP

2
Event Phase
• Event Management
o Daily check of master account in regards to correct rooms and catering charges.
Room charges include no shows, correct rates and correct routing. Catering
charges include check of banquet checks in regards to number of participants,
rates and setup of banquet checks as well as if additional agreements have been
made and signed onsite.
o Offer service of on property billing review to the client at the welcome process /
pre con meeting
o Check the best timing with the customer to review the invoices
o Review invoice with the client towards the end of the function, for multi day
functions preferably on a daily basis to ensure that:
o Customer will be familiar with the template and eventual changes
can be
dealt with immediately
o Will reduce “surprises” once the final invoice is received by the client
via
post/e-mail

BQT Operation
 o All charges to be done in micros
 o Any cash bar is handled with compliance to EMO-003 and EFB-01
 o Contractual charges done before noon and/or post con meeting which
enables
 event manager to sort the event bill before seen the customer in the afternoon
 o All consumption based items can be charged when occur, bills need to be
signed
 by customer
 o Following charges require customer signature:
 Contractual changes
 Participant numbers
 Non-contractual Additional orders
 Consumption charges
 o Handover all guest checks to Night Audit team on a daily basis
Post Event Phase
• Front Office
 o Charge no shows after following up with Event Management
 o Parking
 o Check final room invoice
• Event Management
 o Final reconciliation of BQT and accommodation charges against contract
 o Present the preliminary bill to the customer before departure
 o Stay main contact for customer during the billing process
 o Prepare cover letter signed by responsible Event Manager
 o Handover final invoice including backup and cover letter to accounting
 o Update final revenues in Opera S&C
• Accounting
 o Final invoice sent within 5 working days after departure
CONFIDENTIAL & PROPRIETARY
Copyright © 2020 Marriott Hotels & Resorts Worldwide, Inc. All Rights Reserved.
May not be reproduced, disclosed or distributed without the express written permission of Marriott Hotels & Resorts Worldwide, Inc.
Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP

3
 CONFIDENTIAL & PROPRIETARY
Copyright © 2020 Marriott Hotels & Resorts Worldwide, Inc. All Rights Reserved.
May not be reproduced, disclosed or distributed without the express written permission of Marriott Hotels & Resorts Worldwide, Inc.
Compliance with this SOP is subject to local laws, codes and regulations which supersede this SOP