Day 6

August 12 Day 6

Affiliates- Our customer; they purchase inventory from us Suppliers- The providers of inventory to us, we then sell that inventory to Affiliates Suppliers/Affiliates- A dual partnership with suppliers who also act as affiliates

How Suppliers Operate

• Suppliers are hotel partners we contract for hotel inventory • We contract direct and non-direct third-party provider (TPP) supply. • We obtain availability, rates, and inventory from the supplier and acquire special negotiated rates with a hotel or supplier, known as a NET rate • We do not reveal any of our contracted net rates to anyone outside the organization • Customer service workflow and procedures are based on the supplier of the booking

Suppliers

Who are they? Direct Non-Direct Third Party Providers (TPP) How are hotels paid? Direct

Single-Use Credit Cards (SUCC): A virtual credit card delivered to the supplier to pay the net rate in the event of prepayment requirement Direct Bill: Supplier invoices monthly/ bi-monthly for the amount due. GAR will be billed post check-out, no SUCC required

Non-Direct TPP Handled by the supplier

Service Level Agreement (SLA)

What is it?

An agreement between PPS and the affiliates to ensure the following: -Type of service provided -Length of response time

SLA Milestones Is a priority level of response time based on SLA Targets Good to know facts: -70% of all inbound calls will be answered within 30 seconds or less -PPS provides 24/7/365 customer support to meet the various SLA targets

Travel Procedures
Pre-Travel Requests Urgent requests No reservation upon arrival
Post Stay Requests

SLA Target 24-hour response upon notification
Target 1-hour resolution upon notification
Target 1-7 business days upon notification

Verify Billing Supplier Macros https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/Verify%20Billing%20Supplier%20Macros%20v3%2001.06.23(2).pdf

Supplier Booking https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/Supplier%20-%20Booking.com%20113022.pdf

Direct & Non Direct TPP Details

Direct • We own the relationship with the hotel • Delivers the reservation via email, fax, or direct connection via channel manager • Channel Manager is an online database that gives instant inventory with rates, and booking capabilities

• Customer Support works directly with the hotel for issues • Depending on the issue you may need to call (listed on GAR website) or email

Non-Direct TPP • We do not own the relationship with the hotel • Non-Direct TPP suppliers are responsible for delivering the reservation to the hotel • Customer Support works with supplier agent (A2A)

• Depending on the issue you may need to call or email • Redirect any hotel agents to the supplier

cecille GAR kulep AGODA (supplier) booking id 647345662 Sep 3-4
ashley water park was closed kansas

supervisor escalating calls when the CX ask for manager

I'll do that for you while I'm contacting my supervisor ill ask you some questions and try to resolve the problem

RC1R Remain Calm provide 1 warning and then release the call CX as I mention earlier we do not tolerate any profanity words in our campaign sad to say that I have to release this call

even the cx is in rage you have to always verify before transferring to a supervisor