Operation Manual Google Drive 01 – GENERAL OPERATIONSIntro01.01.01 – INSTRUCTIONS01.01.02 – MISSION, INTENTIONS, GOALS & VALUES01.01.03 – VIAE Business PlanCSR01.02.01 – THE LIMOUSINE BUSINESS01.02.02 – CLIENT INQUIRES01.02.03 – OUR TRAVEL SERVICE CLASSCommunications01.03.01 – The Importance of Communications01.03.02 – Trip Status Update01.03.03 – Driver:Dispatcher Glossary01.03.04 – Phonetic Alphabet01.03.05 – Hour Clock (Military Time)01.03.06 – Terminology – Our Industry Terms01.03.07 – System Text & Email Alerts01.03.08 – Our Emails setup and use01.03.09 – Ring Central And Tawk.to useQuality01.04.01 – Quality Control01.04.02 – IncidentsCrisis01.05.02 – CrisisOperations Reports01.06.01 – Operations Control & ReportsOperation Settings01.07.01 – Price and Zone Settings02 – DISPATCHING PROTOCOLS02.01 – Checklist02.01.01 – Checklist02.02 – Dispatch02.02.01 – How To Monitor Each Trip02.02.02 – How To Dispatch02.02.03 – How To Calculate Correct ETA For Drivers02.02.04 – How To Assign Drivers02.02.05 – How To Create A New Bid02.02.06 – How To Edit Or Cancel A Bid02.02.07 – How To Deal With Drivers Bail Outs02.02.08 – How To Deal With System Drivers Late Alerts02.02.09 – Flight Diverted / Untraceable flight02.03 – Safety02.03.01 – What Happens When Is A Car Accident?02.03.02 – How To Handle a Minor Accident?02.03.03 – What To Do With A Serious Accident?02.03.04 – Code 10 Driver Start Feeling Tired02.03.05 – DOT – Regulations02.04 – System02.04.01 – How to use our system03 – RESERVATIONIST PROTOCOLS03.01 – Checklist03.01.01 – Checklist03.02 – Booking03.02.01 – SCRIPT To Answer The Phone03.02.02 – How To Book a Trip03.02.03 – How To Calculate Service Hours, Garage, & Tolls03.02.04– How to Farm out an affiliate03.02.05 – Events Protocols For Booking03.02.06 – Online Booking Accept/Reject03.03 – Accounts03.03.01 – How To Create A Passenger Account03.03.02 – How To Create A Company Account03.03.03 – How To Create A Booker Account03.04 – Modifications03.04.01 – More than 2 Hours – How To Modify A Trip03.04.02 – Less Than 2 Hours – How To Modify A Trip03.05 – Cancellations03.05.01 – How to cancel a reservation04 – INDEPENDENT OPERATORS04.01 – Drivers04.01.01 – What do Passengers need from Chauffeurs?04.01.02 – Standard Requirements : Dress code04.01.03 – Chauffeur Demeanor04.01.04 – Things a Chauffeur Should Carry in the vehicle04.01.05 – The Trip Process04.01.06 – Chauffeurs & Vehicles04.01.07 – Affiliate Work04.01.08 – Chauffeurs & Service Type04.01.09 – Chauffeur Safety04.01.10 – Accepting A Job Offer04.01.11 – Drivers Sign In, Management & Termination04.02 – Sub-Drivers04.02.01 – Sub-Drivers04.03 – Affiliates04.03.01 – Affiliate Selection & Management04.03.02 – How To Create An Affiliate Farm-Out Account04.03.03 – How To Request A Quote From an Affiliate04.04 – Agents (Sales)04.04.01 – Sale Agent05 – BILLING PROTOCOLS05.01 – Charges05.01.01 – Billing Policy05.01.02 – How to charge a card05.01.03 – How To Do Direct Billing05.01.04 – How To Settle A Ride05.01.05 – How to Settle a Booking with a Flight diverted05.01.06 – How to ask for a Vendor – Refund05.01.07 – Complaints & Charge Back05.01.08 – Collection Procedure05.02 – Payments05.02.00 – General Payments05.02.01 – Pay Chauffeur05.02.02 – Pay Chauffeur with Sub-Driver05.02.03 – Pay Affiliate05.02.04 – Point rewards & Agent Commission05.02.05 – Pay Alias Commission05.02.06 – Pay CSR05.03 – Main Vendors05.03.01 – Ground Alliance System05.03.02 – Ring Central05.03.03 – Memberships05.04 – QuickBooks05.04.01 – Bank05.04.02 – Vendors x 1099’s05.04.03 – Pay Bills05.05 – Cash & Reports05.05.01 – Understanding Cash Flow05.05.02 – Reports Due Date05.05.03 – Data Analysis05.06 – Taxes05.06.01 – Tax 109905.06.02 – Corporate and Personal Taxes05.06.03 – Tax CT & DE -sales Tax05.07 – Billing Phone Script05.07.01 – Billing Phone Script05.08 – Audits05.08.01 – Audit06 – HUMAN RESOURCES06.01 – Intro06.01.01 – Check In/Check Out / Schedule06.01.02 – Hiring Policy06.02 – ORG06.02.00 – VIAE Organichart06.02.01 – Executive Team Meetings06.02.02 – CEO – Job Description06.02.03 – Billing Departmet – Jobs Description06.02.04 – Operation Department – Jobs Description06.02.05 – Events Department – Jobs Description06.02.06 – CSR Departments– Jobs Description06.02.07 – IT Department & Consultants Jobs Description06.02.08 – Marketing Department – Jobs Description06.03 – Hiring Steps06.03.01 – Hiring Steps – Office Employees06.03.02 – Google Drive, Email & Phone ext.06.03.03 – Chat Groups and Task calendar06.03.04 – Training06.03.05 – BLANK FREELANCE CONTRACT06.04 – Exit Protocol06.04.02 – System cancel New employee credentials06.04.03 – Email and Phone Cancellation06.04.04 – Chat Groups Cancellation06.04.05 – Termination Policy06.05 – Vacations & Absences06.05.01 – Vacations & Absences06.06 – HR – Audit06.06.01 – HR Audit & Control06.07 – Conduct and Work Rules Policy06.07.01 – Conduct and Work Rules Policy06.08 – ABA (Constant Training)06.08 – ABA (Applied Behavior Analysis)07 – MARKETING & SALES07.01 – Intro07.01.01 – Why Marketing?07.01.02 – What is a Campaign07.01.03 – Campaign Process07.01.04 – Logistics07.02 – Research & Development07.02.01 – Research & Development07.03 – Personas07.03.01 – Personas07.04 – Lead Generation07.04.01 – Lead Generation07.04.02 – Inbound Leads07.04.03 – Outbound Leads07.04.04 – Template and script tips07.05 – Sales07.05.01 – Turn Leads into Sales07.05.02 – Corporate RFPs07.05.03 – Hotels & Resorts07.06 – Prospect List07.06.01 – Event Prospect List08 – ALIAS COMPANY08.01 – Intro08.01.01 – What is an Alias Company08.01.02 – The Operation Agreement08.02 – New Alias Protocol08.02.01 – Contract08.02.02 – Alias Ring Central08.02.03 – Alias Email & Website08.02.04 – Alias System Access08.02.05 – Alias Add-On Marketing08.02.06 – New Alias Sales And Commission reports Setup08.03 – Exit Alias Instructions08.03.01 – Alias End Contract Notification08.03.02 – Ring Central Alias exit08.03.03 – Alias email & Website Exit08.03.04 – Alias System Access Exit08.03.05 – Alias Add-On Marketing Exit08.03.06 – Alias Sales And Commission reports Exit KeywordsWhat is an Alias Agreement
