Goal Getters Jeopardy

Check-in troubles

100

This UI is handled by this team. 

What is Resolutions 1?

200

Sending your user to grab a bite to eat. Offering to reach out to the other party. Telling your user what you plan to do for them. 

What is Ownership?

300

If the Host responds by the deadline but G still wishes to leave, you process a ___

What is a CBH(A)

400

If G is late for an agreed check in time you follow workflow of ___

What is Late Check-in

500

This is our goal during every conflict.

What is Save the Reservation?

Daily Expectations

100

Summary of the interaction you had with your user.

What is Admin Notes?

200

Taking breaks and lunches for the scheduled amount of time.

What is adherence?

300

Securing users accounts when they call in. 

What is Authentication?

400

Ensuring the team is happy and motivated daily.

What is Morale?

500

Prioritizing users from the previous day and reaching out to 100% of users in your inbox. Keeping them updated throughout the process and providing resolutions in a timely manner.

What is Case Management?

Re-Booking

100

A 10% coupon that is created after a cancellation.

What is a HCP?

200

You send these to the user after a cancellation occurs within 4 weeks of check-in. 

What are Replacement Listings?

300

This workflow assists in the event the user is unable to pay for their new listing.

What is the Re-Booking Without Funds WF?

400

We consider this option if it's after 9 PM and the user has no funds.

What is Hotel Re-booking?

500

Sometimes there are factors that may increase the sensitivity of the situation and affect how the case should be handled. These are called __, and they include:

• Groups of 6 or more. 
• Special/life events (a unique activity, occurring for a limited or fixed duration of time, where people are brought together to watch or participate in a specific event in which a person's status or circumstances change).
• Limited listing inventory due to large events (e.g. SXSW, Sundance Film Festival, World Cup, Japanese cherry blossom season, etc.).
• Credible threats of media exposure as a result of the experience.

What are Aggravating Factors?

Alterations

100

To alter a reservation you need this in order to proceed

What is Written Permission?

200

You can only do this amount of alterations total per reservation

What is 10?

300

This is the amount of days before check-in for long-term reservations that an alteration will automatically happen from the guests end. 

What is 30?

400

We will not be fixing an issue to do this action after check-in 

What is changing number of guests?

500

You are unable to alter a reservation into a date if this is present 

What is another reservation?

Team Goals

100

Goal for this is $15 for Reso 1 and $18.80 for Reso 2.

What is ERT?

200

The goal for this is to be under 7% per week.

What is Absenteeism?

300

Reso 1 goal 60

Reso 2 goal 43 

What is NPS?

400

ACW, Talk time, Hold time combined.

What is Ticket Handle Time?

500

We did this at the beginning of the meeting

What is an Ice Breaker?