Service Principles
What are Build a Connection, Take Ownership, Resolve It
This is the platform we use to communicate with each other internally. Bonus 100 pts available with follow up question!
What is Slack?
What OTA's does Sonder collect payment for?
Sonder, Booking, Homeaway/VRBO
This is when you need to create a relocation task in Asana.
What is every time you propose relocation options?
If we put a 48 hour guest hold on a Sonder space, what color will that be in the BEN calendar? Bonus Points for follow up questions!
Purple
Bonus: What color is an internal hold? What color is available?
This service principle involves
Understanding the most important needs by listening, watching, and asking questions
Using our creativity and our resources to do whatever it takes to find the best solution for the guest
What is Resolve It?
This is a project management platform that we use to track internal and guest related tasks. Some tasks include check payments and relocations tasks.
What is Asana?
Guests who book with this OTA do not need to complete the online check in?
What is PlumGuide?
The relocation tool is located here.
What is under the calendar in the guest inquiry?
When you are ready to close a case in Salesforce after finishing an interaction you need to use this tool to fully close the interaction.
What is the Wizard tool?
This service principle involves asking our guest questions and learning what makes each guest unique
What is Build a Connection?
The platform we use to communicate with our guests.
What is Salesforce?
An Airbnb guest wishes to cancel their reservation mid-stay, this is the process we would use for intrastay ABB cancellations.
What is Send an Alteration request to the guest via the Airbnb platform?
The guest wants to upgrade to a 2 BR space. This is an example of this type of relocation.
What is a guest driven relocation?
A guest is uncomfortable with filling out the pre-check in information for their account. We need to escalate this to this team.
What is Trust & Safety?
This service principle involves: Prioritizing urgent situations and embracing difficult conversations, Giving feedback on our products, tools, processes, and spaces, Proactively following up with our guests and team members, Anticipating future issues or requests, for both current and future guests
What is Take Ownership?
This is the part of Salesforce that routes us our work. We use it to set ourselves to Online - Emails, Online -SMS/Chat, Online - Phones or to set ourselves on our breaks or offline at the end of the day.
What is the Omni-Channel?
We can get possible failed payments from this OTA.
What is Homeaway/VRBO?
An Airbnb guest needs to be relocated due to maintenance in their original Sonder. We need to use this platform and tool to complete the relocation.
What is the change reservation tool in the ABB platform?
If a guest is fully good to go to receive their check in codes, the online check-in status bar will be this color.
What is green?
This is an example of building a connection with a guest
What is....example time!
This is Sonder's Booking Engine. Here we have access to guest reservations, we can build inquiries, and access specific unit information. Bonus points available for a follow up question!
What is the BEN?
Bonus: Where in the BEN do we get specific unit information? And where do we get specific information about appliances and quirks in a Sonder?
This is an extenuating circumstance where Sonder would cancel on an OTA guest.
What is a Sonder driven cancellation due to being unable to host the guest?
A party of 8 needs to be relocated, but we do not have any Sonder's available that will accommodate 8 guests in one space. We should offer the guest this type of relocation.
What is a split party relocation?
This is the central command center for task management at the city level.
What is Dispatch Dashboard?