Affiliate & Suppliers
What is an Affiliate?
Partners that help provide calls to call center for getaroom
What is net rate?
This rate is the negotiated rate between Getaroom and the hotel or the supplier.
What are the different groups in Zendesk?
Service, Issue Credit, Relocations & Fraud Review
What is place in the subject of a ticket?
R# and guest name
What is a supplier?
Partners who supplies the room, dicounts and inverntory for cutomers
Who is the Merchant of record?
Referring to the one who holds the customer's money
When we apply the Issue Credit Macro, which group is the ticket being directed to?
On-Hold
What are the 3 reasons fro speacial request?
Accessible rooms, name change and late check in
What is an extenuating circumstance?
A situation or condition that provides an excuse for an action and to request a penalty waiver.
What are the 3 Bar rates colors
Blue, Red and Silver
How does a supplier get paid?
Via Direct Bill (invoice) or SUCC
What is the current phase we are in on Zendesk changes ?
Phase 1
Teams in Zendesk are separated into 4 different what?
Groups
What are the 2 types of travels?
Pre and Post
What are the 2 speacial discounted call center rates offered? How can they be identified and when can they be offered?
Unpublished- yellow highlight background and immediately
Opaque- Black background and after a higher rate is offered
What are the 2 types of cancel penalty and expalin.
Inside Penalty- cancel the reservation with no refund
Outside Penalty- cancel the reservation with full refund
How to access the booking audit log in Zendesk and what is the purpose?
IF- Iframe. View bookings and card transaction and errors
The purpose of Zendesk Macros is what?
forward to groups + internal note + work Outbound
What are the last 4 steps after cancelling
Procvide Cancel#, Advise ticket was created, Adv 3-5 business day and ask for future reservations
How do Affilates and supplier work together and what are 2 types of affiliate?
Affiliates advertise and brings the calls to the center and suppliers acommodate by having the rooms and discounts available in the inventory.
VIP, Metasearch, High Reveanu, Callcenter, Whitelabel, Niche Market, Point redemption, close member group
Explain what happens if the hotel calls and said they did not get a payment for customer?
Provide them with the SUCC card on file.
What is the purpose of the Zapp App and Force App?
Zapp App- Create child ticket
Force App- search R#, resend confirmationa nd cancel reservation
What are the 5 ticket status submitted?
Hold, Open, pending, solved, new
What are the 5 steps to handle a angry calls IN ORDER?
Listen, Remain Calm, Repeat Info, Avoid hold button, Educate and delgate