Brief
What are the 4 things that must be done on every call?
ID&V
Warm Welcome
Mentions 2 benefits
Survey
What are the codes for types of availability?
Availability by Departure time AD
Availability by Arrival time AA
Availability Neutral AN
What are our Car Rental benefits?
Up to 25% off, Membership upgrades with Sixt, National, and Avis
(for Avis the age requirement for this upgrade is 25 years or older.)
Where can you find email templates for the team?
O drive folder
Where does the BIN# and Bank Name go when proposing a member?
Reference 1 and Reference 2
What are the codes to search for the different cabin classes?
F for First Class Cabin
C or J for Business Class Cabin
W for Premium Economy Class Cabin
Y for Economy Class Cabin
What are our Hotel benefits?
Mastercard Luxury Hotel Collection, Lowest rate guarantee, and Hotel stay guarantee
Who does QA for MTLS?
Sowmya Menon
When do we send calls to Aspire?
Airport lounge request only!
What is the correct request type and vendor card when doing a #SD?
Request Type:
Admin Jobs, Membership + Engagement, Surprise & Delight
Vendor Card:
MTLS Surprise & Delight
(Selected Branches:
MTLS Surprise & Delight)
What does the SS mean when selecting seats?
Seats to be sold
What are our Cruise benefits?
For bookings over USD 3000 get the pre/post cruise complimentary night hotel stay. For up to USD 250.00 and paid via TTS at the time of booking.
When should LM's use the Outbound Engagement Status on Genesys?
NEVER!
If we need to make an outbound call to a member or a supplier we should just make the outbound call without selecting any status on Genesys.
Where can feedbacks be logged?
In the feedback tab or after closing the job
What are the four steps for creating a brief?
1. Tell a story (details of the call)
2. Request/on-call research provided (including the source of quotes, details, T&C's, etc.)
3. Any proactivity provided to the member
4. SLA/DL communicated with member
What code is used to encode the city/airport for a city name?
DAN
Who sends us the travel offers and benefits emails?
Juliana Cipriani
JulianaCipriani@tengroup.com
When allocating a job to another region allocation page what MUST we do?
We MUST send a follow up email to that region allocation (ex: if putting jobs on the SSA Central page please email SSA Allocators) and cc your TM and US Allocators
How do we contact Expedia?
+44 203 684 2382. When calling from Genesys be sure to Call to Europe and delete the (+)
Member gives you their Hilton honors number, DOB, and frequent flyer number for flights. Where should this information be stored?
Specialist Areas>Travel>Travel Profile for Member and Companions
and
Yellow notes box on snapshot screen
What code is used to delete the TQT/TST?
TTE/ALL
What are the latest travel packages that were sent to us via email? Hint: sent 8/29 and 8/31
Travel Package – Nova Scotia (8days)
Costa Rica Travel (9 days Itinerary) Price for 2 people is USD11,500
The Bahamas Suggestion
Ski - Suggestions Canada
Cancun and Tulum
Winter Packages:
Travel package - Luxurious Snowmass Vacation for Two (5 Nights) - Snowmass, CO
Travel Package - Family Getaway in Deer Valley (5 Nights) - Park City, UT
Travel Package - Hotel Jerome (7 Nights) - Aspen, CO
Travel Package - Aspen Getaway for Two (4 Nights) - ASPEN Colorado
Travel Package - 7-Night Luxury Packages at Fairmont Properties - Whistler Canada
Travel Package - Discover the Soul of Skiing in Austria's Tyrol (7 Nights)
What is the best practice for LM's when updating another LM's job?
A. If the member CALLS and the LM is working:
- reach out on Teams to see if the LM is available to assist the member
- if LM does not respond, assist the member on-call (best practice)
B. If the member CALLS and the LM is OOO:
- update job brief and assist the member on-call (again best practice)
- if unable to assist (not urgent request), give member DL and own job
C. If the member EMAILS and the LM is working:
- add the email to the correct job, (change DL if needed) update LM on Teams
D. If the member EMAILS and the LM is OOO:
- add the email to the correct job (milestone is: Communication with member or Member go ahead given)
- send acknowledgement email (found in 'O' drive and milestone is: Email request acknowledged(inbox)/Further detail added to the brief) - if resetting the DL and not allocating job, make sure the LM would be working to reach out to the member.
E. If the member EMAILS and the job is 'white' and the original LM is working:
- Open a new job if needed, reach out on Teams to see if the LM is available to assist the member
- send acknowledgement email (found in 'O' drive and milestone is: Email request acknowledged(inbox)/Further detail added to the brief)
- if LM does not respond or cannot assist, please own the new brief (not allocating back to the page unless you are OOO for next 2 days or if its time sensitive - then it can be allocated back to the page with NEXT STEPS)
How do we see if the LM is actually 'idle-waiting for a call' or 'interacting' in Genesys?
Routing Status