Day 7 Hotel Procedure https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/P&P%20Special%20Requests%20v2%20021623.pdf Special Request What is a Special Request (SR)? A Special Request is a request made on behalf of the customer to the hotel/supplier as it relates to a service or functionality the hotel may be able to provide outside of hotel's standard amenities. The hotel will do their best to accommodate the guest upon arrival. Special Requests are not guaranteed. It's the up to the discretion of hotel to determine if the request can be accommodated. Follow up is not required on SRs, so don't send it to the Outbound team to be completed. Examples of Special Requests: Handicapped Accessible Room Close to or away from the elevator Request for a Smoking or Non-Smoking room Late Arrival - Must include an arrival time Early Check In Add an additional name to reservation Advise hotel of a special occasion i.e., birthday, anniversary, honeymoon Bedding type i.e., king or 2 doubles Pillow type i.e., soft, firm, non- feather Specific room view i.e., ocean, city SPECIAL REQUESTS Given the nature of our relationship with multiple hotels and various suppliers, PPS/GAR is limited in the number of requests that we can submit on behalf of the customer. Handicap accessible (PWD) We can send this request to the hotel or supplier. These room types are also based upon availability at the hotel; therefore, we cannot guarantee this request. Late Arrival PPS/GAR reservations are guaranteed until midnight. We can send a late check in request to the hotel; however, you should advise the customer that their reservation is only guaranteed until midnight. Advise the customer to call the hotel if they will arrive after that. Name Add We can send this request to the hotel or supplier. The hotel only requires the name of the person who will arrive to check in first. Note: Once you send the request to the hotel or the supplier; you are required to notify Risk Management when GAR is the MOR and the request is to add a name. These requests are only made inside 24-48 hours of check in. For all other requests, encourage the customer to request directly with the hotel at the time of check-in. Prepaid Reservations (VCC) https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/Relocations%20Support%20&%20Process%20v7.pdf All of our reservations are pre-paid at the time of booking, so at check in the customer is only required to present a valid ID and a credit card for incidental charges (they must be for the guest) If there is a problem and the hotel is asking for payment, this article will help you troubleshoot and resolve the issue Relocation of a customer is a result of multiple situations that prevent the guest from checking in seamlessly and are considered urgent. When a hotel is unable to accommodate a confirmed reservation the hotel may walk the guest to a nearby hotel at no additional cost to the guest, however in most cases our relocation team will work with the hotel partner to locate alternate accommodations or refund if applicable The relocations team is a group of highly skilled agents who are responsible for and specialize in providing our valued customers with alternate options when a hotel is unable to provide the guest with a room. Relocation support is available 24/7/365. Actions for Frontline Agents: • Contact the Hotel or Supplier: Frontline agents must promptly reach out to the hotel or supplier to confirm the booking as originally made by the guest. • When to Engage the Relocation Team: If the reservation cannot be confirmed or if there are any issues outlined below that prevent check-in, frontline agents should immediately involve the Relocation Team for assistance. • Document the Case: Agents must thoroughly document the details of the Relocation situation, including the guest's information, reservation details, and any relevant notes regarding the issue. • Warm Transfer to the Relocation Team: Agents should initiate a warm transfer of the call to the Relocation Team, providing them with documented case details, and ensuring that all necessary information is communicated effectively. • Assignment to the Relocation Group: Before the warm transfer, agents need to assign the case to the Relocation Team for further handling and resolution. By following these steps, frontline agents can efficiently address and resolve situations that hinder or prevent guests from checking in upon arrival, ensuring a smooth and satisfactory experience for the guest. If the Customer Care Agent fails to follow the procedures outlined in this article “Relocation Support & Process", the Relocation Supervisor will be responsible for implementing coaching incentives to address the issue with the Customer Service agent’s Supervisor to improve agent performance. Complete the Subject line as follows – Case # - IMMEDIATE Check in Date R # Customer name (See examples). Document actions taken, list the name of the relocation agent taking over the case. ❖ #CN123456789 - IMMEDIATE | Hotel Sold Out | 1.29.23 | R123456789 | Eren Salazar ❖ #CN987446321 - IMMEDIATE | Nationality| 1.30.23 | R987654123 | Sandy Mack ❖ #CN159357456 – IMMEDIATE | SUCC | 1.29.23 #R987531246 | Josie Cala When to engage Relocation for support? The following are situations that affect guests from being able to check in or for the hotel to accommodate their reservation as booked and are considered URGENT: Hold Closure Hotel unable to locate reservation Nationality Issues – This is a high-priority issue. Happens when a rate does not apply to the market in which the reservation was booked due to specific hotel residency and nationalities restrictions. Hotelier will require payment for any imposed Nationality Supplemental Fee (NSF) to confirm the reservation and allow check in. Nationality Supplemental Fee (NSF) o ONLY the relocation team can determine the Nationality Supplemental Fee coverage based on the SLA (Service Level Agreement) with an affiliate. Agent MUST warm transfer to Relocation for immediate assistance. o The NSF does not include Hotel Resort fees, deposits, incidental hold on credit card, or other imposed taxes charged by hotel upon arrival. SUCC issues Mapping Issues https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/Mapping%20Errors%20(Relocations)%20v2%20020923.pdf Location - Incorrect location of hotel Rate - Is different that the purchased price of receipt. Room Type - Is different that the purchased type. Occupancy - Occupancy is the allowed number of guests in a single room. If the customer declines the relocation and asks for a refund, the Customer Service Agent is to complete case notes, apply the issue credit template, and assign the case to Relocations. What is not considered a reason to engage relocation: Double Billing issues Net rate disclosure upon check-out due to double billing. Guest dissatisfaction Hotel denied guest reservation due to guest behavioral issue. Amenities not available Check in Requirements Same Day Check In is Urgent! Explain to the hotel or supplier that the guest is unable to check in because the hotel does not have the reservation confirmed or the hotel did not receive payment. Probe the hotel or supplier to understand the root cause and to help you determine on how to proceed with resolving. Verify the reservation details with the hotel or supplier to ensure that the information matches. Troubleshoot payment issues: Agent must warm transfer the call to relocations to resolve payment issues. Ask the hotel or supplier for the hotel confirmation number to provide to the customer. Before closing the call ensure that the customer has checked in to avoid future call backs.. Issue Credits & Manual Adjustment Supervisor Call Back Request Social Media Case Handling https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/Social%20Media%20Case%20Handling%20082923.pdf Agent Process for Handling Supervisor Requests https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/Agent%20Process%20for%20Handling%20Supervisor%20Requests%20081023.pdf Policies and procedures Why are they essential Together Policies & Procedures (P&P) provide a roadmap for day to day operations, streamline processes, and maintain compliance with regulations Policy A Policy is a predetermined course of action, providing insight and established guidelines on how to handle requests and or issues as they arise. Policies are to a company what rules are to the players of a game. They are the framework and constraints to enable both individual and collective success by ensuring everyone is on the same page and knows the expectations. Procedure A Procedure is a plan of action to carry out a policy. A Procedure provides a better understanding of sequential and specific actions required to complete a request or task, which in turn creates consistency and improves the overall quality of the customer service experience. Sticking to Policy Scripts https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/Sticking%20to%20Policy%20Scripts%20041723.pdf How to Work with Dispositions in Salesforce https://pps.myabsorb.com/files/2b0f02cf-a3d5-4168-83e2-67f278c3284c/Public/Resources/how%20to%20work%20with%20dispostions%20in%20salesforce%20v2%208.26.22.pdf