Aug Online Travel Agen SERVICES MOR Affiliates-Affiliate partners that own the relationship with the customer and charge customers directly for their prepaid reservation. (MOR= Merchant of record) • Non-MOR Affiliates- Affiliate partners that own the relationship with the customer, however, getaroom charges the customer’s credit card for their prepaid reservation. B2C (Business-to-Consumer) Refers to the selling of products and services directly between a business and customers who are the end-users. E.g., An individual customer books directly on the GAR/PPS websites and calls for assistance B2B (Business-to-Business) Refers to a method by which employees from different companies partner with one another to provide a product or a service. E.g. Grab and Jabee, and Shopee and Bench. A2A (Agent-to-Agent) Talking to an Affiliate Agents to the provider of the hotel. Affiliate support provided by getaroom. This is a preferred customer support method offered to MOR and Non-MOR affiliates. Customer care agents will only speak to affiliate agents and assist with resolving inquiries. E.g. CX>BookingWeb>PPS or CX>Agoda>PPS B2B and A2A are same TPP Third Party MOR Merchants of Record C- A hotel channel manager is a tool designed to help hotel owners effectively manage customer data, online inventory, and price rates. Confirmation number: This is a system-generated number confirming a successful SUCC Single-use credit card BFR Booking Failure recovery SLA Service Level Agreement Cancellation failure: It is a failed cancellation with the hotel partner. Channel Manager- A hotel channel manager is a tool designed to help hotel owners effectively manage customer data, online inventory, and price rates. Confirmation number: This is a system-generated number confirming a successful Inside Policy- can be a two types of cancellation which is 1 night penalty and the other remaining nights can be partially refunded Outside Policy- is can be refunded without a fee or a $25.00 cancellation if the CX is cancelled the reservation in advance or prior to the deadline. HOTEL BASICS Hotel Ratings vs Guest Reviews Hotel Ratings Hotel ratings can be seen when you were booking an hotel in the GAR website and their rank is according to quality. 5 Star- These are hotels that offer only the highest level of accommodations and services. Examples: Conrad (Hilton), Ritz Carlton, Four Seasons 4 Star- Mostly large, formal hotels with a level of service well above average. Examples: Hilton, Marriott, Kimpton 3 Star- These hotels offer well-appointed rooms and usually feature a medium-sized restaurant. Examples: Holiday Inn, Hampton Inn, Best Western 2 Star- These hotels are usually small to medium-sized and typically will offer complimentary continental breakfast. Examples: Comfort Inn, Motel 6, Super 8 1 Star- The furnishing and facilities at these hotels are clean but basic. They are typically located near affordable attractions Guest Ratings TripAdvisor reviews This is our Guest rating based on their experience in the hotel Room Types Standard Room-This category usually means the most basic room type offered by the hotel. It has basic, standard amenities and furnishings. Superior Room- Room-Hotels use the superior category to mean Superior to a standard room in both size and furnishing, out it can also refer to just the view and location of the room. Deluxe Room- Room-View, location, upgraded furnishings and décor, and size are deluxe in every way. Some hotels include upgraded complimentary bathroom products, Spacious writing desk, and bathrobes. Additional Room Types Studio Suite-Typically a large room that includes a combined living area and bedroom area and usually a small kitchen or kitchenette. Junior Suite-Typically a larger room with a separate seating area. Sometimes, it has a small divider between the area of the room that the bed is in and the seating area but is not two separate rooms. Suite-Usually two or more rooms clearly defined: a bedroom and a living or sitting room with a door that closes between them. All-Inclusive-Room usually includes meals, drinks & (sometimes) non-motorized recreation activities, gratuities, taxes, and fees. Hotel Amenities An amenity is a desirable or useful feature or facility of a building or place and vary between hotel chains. Hotels often offer little extras that make their guests' stays more enjoyable. Swimming pools and exercise rooms are common amenities. Hotels do provide a multitude of amenities however, it is critical is understand While some offer these amenities on a 24-hour basis, others prefer guests use the facilities only between posted hours. In- room entertainment is common. While some hotels provide free movies and high-speed Internet to customers, others offer certain features on a pay- per-view or usage basis. Hotels that charge for movies or video games typically post the prices, so guests know the applicable charges ahead of time. Features & Amenities Room Features Features & Amenities Room Features Bed or Beds Microwave* Mini-Fridge* Iron/Ironing Board* Kitchenette* Table/Chairs/Desk* Coffee Maker* Cable Flat Screen TV Private Bathroom & Toiletries Pull-Out Sofa* Amenities Wireless Internet* Free Breakfast* Indoor/Outdoor Swimming Pool* Exercise Facilities* Pet-Friendly Rooms* Spa Services* Laundry Services* Shuttle Service* On-Site Parking Travel 101 The learner will be able to: Define hotel industry terms and definitions Define and describe OTA Describe what customers will experience upon arrival at the hotel Recognize and use the NATO Phonetic Alphabet to confirm customer information What to Expect During the Hotel Stay The Pre-Check in, Check in, Stay, and Check out Experience Time to Check-in The average check-in time in the US is after 3 pm. The standard time to check out is 11 am but can vary Early Check-in or Late Check-out can be requested but never guaranteed Hotels do have check-in requirements such as age restrictions, proof of identification, and guest must have credit or debit card Sometimes Hotels may not have the customer's reservation or are not able accommodate a reservation (ex: hotel is over sold). The guest should call us directly for relocation assistance if this happens Housekeeping Services -hotels will advise the schedule for housekeeping when a guest is staying multiple days. Some hotels charge for this service Upon check-in guests will be asked for a credit card for incidentals and must be in the guest's name "this cost is not included in the amount paid for booking Late check-in: Guests must contact the hotel directly if they will be checking in after 9pm local time At Check Out - Our reservations are pre-paid, guests should not be asked to pay the room and tax fees at check out Issue with the room i.e. AC doesn't work, dirty, etc. Guest should immediately report the problem to the front desk **this is an in-stay issue Condo Check Ins - Typically, with these properties there is no front desk. To plan for check-in the guest must contact the property ahead of time using the information on the booking confirmation. Soft Skills Integrity Active Listening Critical Thinking Collect information and data about a problem or issue Organize the findings Analyze the evidence Develop and execute a solution Evaluate the effectiveness of the solution Revise the solution if necessary Effective Communication 5Cs of Communication Clear Correct Complete Concise Courteous R Problem Solving Skills Determine root cause of a problem Identify optional solution to a problem Communicate solution confidently Teamwork Effective Communication Collaboration skills Flexibility to handle whatever come their way Ability to cooperate on a personal level Manage breaks/lunch times Michael/mike smith oct 19-20 room fortified $225.43 cancelled after oct 18 non refundable cancel number C3780830945 e