INTERNAL WORKFLOW: FastHelp Online Travel Concierge

🔹 Purpose:

To provide a smooth, professional experience from first inquiry to service completion for travel, visa, and concierge clients.

1️⃣ Client Inquiry & Intake

Responsible: Customer Service Representative (CSR)

• CSR receives inquiry via phone, WhatsApp, email, or online form.
  
  

• CSR collects:
  
  

  • Full name, travel dates, destination(s)
    
    

  • Type of service: Visa Help, Business Travel, Relocation, Airport Transfer, Hotel Verification, etc.
    
    

  • Any preferences, allergies, or urgent needs
    
    

• CSR enters details into Client Intake Sheet and confirms receipt with the client.
  
  

• CSR forwards the intake form immediately to Global Guest Services Manager (Keila Anderson) or assigned Account Coordinator.
  
  

2️⃣ Service Review & Assignment

Responsible: Account Coordinator / Travel Consultant

• The Account Coordinator reviews the request within 24 hours and assigns the case based on category:
  
  

  • Visa / Immigration Help → Immigration Advisor
    
    

  • Business Travel / Relocation → Travel Concierge Specialist
    
    

  • Airport Transfer / Chauffeur → Transportation Liaison
    
    

• Coordinator confirms service availability, estimated pricing, and prepares a quote.
  
  

3️⃣ Quote & Payment

Responsible: Account Coordinator + CSR

• Client receives a service quote and confirmation message.
  
  

• CSR or Coordinator issues a payment link or invoice.
  
  

• For one-time services (like airport transfers or visa forms):
  
  

  • Full payment required before scheduling.
    
    

• For complex services (like relocation or business itineraries):
  
  

  • 50% deposit upfront, 50% due upon completion.
    
    

4️⃣ Service Confirmation & Internal Assignment

Responsible: Account Coordinator + Assigned Specialist

• Once payment is received:
  
  

  • Coordinator assigns the request to the proper Concierge Specialist.
    
    

  • Specialist confirms itinerary details or documentation checklist with the client via email or WhatsApp.
    
    

  • Coordinator updates CRM with payment date and assigned staff.
    
    

5️⃣ Service Execution

Responsible: Concierge Specialist / Partner Provider

• For visa help → Client receives form-filling assistance, letter drafting, and interview prep.
  
  

• For airport transfers → Driver or chauffeur confirms pickup time and vehicle details.
  
  

• For relocation → Specialist provides housing, school, and documentation guidance.
  
  

• For business travel → Concierge books flights, accommodations, and prepares itinerary.
  
  

6️⃣ Quality Control & Follow-Up

Responsible: Global Guest Services Manager

• Once the service is complete:
  
  

  • Manager reviews performance, timeliness, and customer satisfaction.
    
    

  • CSR sends a Follow-Up Message or Feedback Form within 48 hours.
    
    

  • Positive feedback → logged for testimonials.
    
    

  • Issues → escalated to Manager for resolution.
    
    

7️⃣ Ongoing Clients / Retainers

Responsible: Account Coordinator + CSR

• Repeat clients (business travelers, companies, relocation accounts) are entered into the Priority Client Database.
  
  

• Assigned Personal Concierge manages ongoing or repeat requests.
  
  

• Monthly or quarterly billing schedules may apply for repeat customers.
  
  

8️⃣ Internal Communication Channels

• #inquiries — for new service requests
  
  

• #concierge-assignments — for active service delivery
  
  

• #quality-review — for completed services pending feedback
  
  

• #vip-clients — for repeat or corporate clients
  
  

✅ Key Rules

• All client communication must go through Customer Service or Account Coordinator.
  
  

• No service begins without confirmed payment or deposit.
  
  

• All specialists must update the CRM after each service interaction.
  
  

• Follow-ups are mandatory within 48 hours of service completion.
  
  

• Any complaint must be escalated to Global Guest Services Manager immediately.