Standards Showdown
Every reservation call should begin with a warm welcome, the agent’s name, and a request for this guest information.
What are the guest’s first and last name?
This signature oceanfront restaurant is known for its Hawaiian-inspired cuisine and sunset views.
What is CanoeHouse?
This Director of Front Office is the Reservations team’s key partner for front-desk operations.
Who is Miho Nakagawa?
Before creating a new guest profile, an agent should always complete this step to prevent duplicates.
What is searching for an existing profile?
Before completing a reservation, the agent must clearly explain this policy, including applicable deadlines and penalties.
What is the cancellation policy?
Instead of immediately quoting a rate, an agent should ask questions about the guest’s preferences, occasion (reason for visit), and travel plans.
What is discovery?
This supervised program offers activities and cultural experiences for the resort’s youngest guests.
What is Holoholo Kids Crew?
Questions regarding the Francis Brown Club experience should be directed to this manager.
Who is Leia Acidera, Francis Brown Club Manager?
This section displays the room type, rate code, nightly rate, and stay dates attached to a reservation.
What are the reservation stay details?
This required payment secures the reservation and must be explained before the guest agrees to book.
What is the deposit?
When presenting a room, the agent should describe relevant features and explain how they enhance the guest’s experience—not simply list the price.
What is selling value?
Guests interested in surfing, snorkeling, canoeing, and other ocean adventures should visit this resort team.
What is Kainalu?
This Revenue Manager is a key contact for rates, availability, and revenue strategy.
Who is Joe Kyle?
This OPERA feature should be used to document important information that other departments need to know about a reservation.
What are reservation notes?
Reservations made through Expedia or another third party generally must be modified or canceled through this source.
What is the original booking channel?
Before ending the call, the agent should recap the stay dates, room type, rate, resort fee, taxes, deposit, and this important restriction.
What is the cancellation policy?
This exclusive club experience offers personalized service and access to a private lounge.
What is the Francis Brown Club?
Questions involving leisure sales partnerships and travel-advisor relationships may be escalated to this leader.
Who is Conlee Butler, Director of Leisure Sales?
This feature connects separate reservations so agents can easily identify guests traveling together.
What are linked reservations?
An agent should never promise a cancellation waiver or policy exception without first completing this step.
What is receiving leadership approval?
After presenting the best-fit option, the agent should confidently invite the guest to move forward by asking a direct question such as, “May I secure that for you?”
What is asking for the reservation or closing the sale?
This culturally significant fishpond provides guests with an opportunity to learn about Hawaiian history, sustainability, and traditional aquaculture.
What is Kalāhuipuaʻa Fishponds? or Queens pond
This Director of Rooms oversees the overall Rooms Division and partners with Reservations on complex guest situations
Who is Melissa Galindo?
This OPERA instruction determines which charges are transferred to another room, reservation, or billing window.
What is routing?
When a guest requests an exception, the agent must avoid guaranteeing an outcome and instead use this approach.
What is explaining the policy, setting expectations, and escalating the request for review?