Travel Pass
What member tiers for our Travel Pass rewards program get a welcome bag at check in?
What is Gold and Platinum members.
Where do we look to find out if we have a TA Connection reservation coming in that day and where do we keep the username/ password?
What is looking at the TA Connections website which is https://stormx.tvlinc.com/admin/index.php.
What is they are laminated and taped at both front desks.
What are the 2 airlines that we have contracts with? What is another airline we sometimes get reservations for?
What is Southwest and Alaska airlines.
What is JetBlue.
How much is our incidental and can we take cash for it?
What is $100 unless told otherwise by managers and no we cannot take cash for it.
How do we know if a room is no post and what does no post mean?
What is there will be a box that is check marked next to no post.
What is it means that there is no valid FOP to be able to charge things to that room.
How can we verify what member tier the person is?
What is checking CRM.
Where can we look to find out how to make a TA Connection reservation?
What is where we keep our trouble shooting guides behind FD2.
What websites do we use for airlines and who do we call if we need to verify any information/ have any problems?
What is API. The passwords are laminated and located at both front desks. Phone numbers are located in the telephone book in OPERA.
What is something we must do every morning for every reservation in arrivals minus airline rooms and possibly some group blocks?
What is take the deposit.
Are we able to charge things to a room if they are no post?
What is no we cannot.
Are we able to modify or cancel any reservations that are made with the member points?
What is no we cannot.
What is the difference between the rate TAYPAY and the rate TADIS?
What is TAYPAY means that the airline is paying and TADIS means that the guest is paying.
Do both airlines get charged for every room including no shows?
What is Southwest is charged for every room. Alaska is only charged for rooms that are actually occupied, except when occupancy exceeds 95%, in which case they are charged for all rooms.
What do we have to do if the CC declines while trying to take the deposit? What if it is a reservation with a VCC ready to charge provided that declines?
What is make an alert or put it in the pass down. Person that checks them in will have to Chip & Pin for the nights and INCH. After they are checked in, we need to go into their billing and hard charge them for the entire stay + the INCH. We do that, by using the post payment button.
What is we need to call the company that they reservation came in and ask for a VCC that will work. We can find their number in the telephone book in OPERA.
What must we do before calling leadership if we have a problem at the hotel if they are not on property?
What is review the troubleshooting guides behind FD2 before escalating to leadership.
What is included in each welcome bag?
What is guests receive a bag of chips, a candy or chocolate, a personalized water bottle, and a travel pass breakfast voucher for each night of their stay.
How do we set up the payment method for a TA Connection with the rate of TAYPAY, and how do we take the FOP?
What is Window 1 should be set to Chip & PIN with an amount of $25.
Window 2 should be set to CASH with Rule 1 (Nights).
Set up routing (R&T) to Window 2.
The guest’s voucher will be applied to cover the room and tax.
Can the airlines be put in any room?
What is no. Both airlines can only be assigned to airline-approved rooms and not on the first floor. Southwest is the only airline allowed to use OV (conjoining) rooms. Southwest pilots can be assigned to D1K or D1KNB rooms, but these cannot be conjoining.
How do we set up a reservation after the deposit is taken?
What is we go into payment instructions and move the CC to window 2. Then we edit them by making Window 1 Chip & Pin, rule 5 (Amount $100). Window 2 will have the CC and will be set to rule number 1 (nights*).
What is our pet policy and what are the steps we take if someone checks in with a pet?
What is our pet policy includes a $75 fee per reservation, except for certified service animals (emotional support animals are not considered service animals). At check-in, give the guest the pet welcome letter, have them sign the form, and provide the door magnet for housekeeping. Then scan and upload the form to Teams and note it in the pass down. On the day the guest checks out, mark the room OOS in OPERA and update ALICE.
What are the benefits that our Travel pass members get?
What is members earn points for every night of their reservation. Silver, Gold, and Platinum members receive early check-in when available. Gold and Platinum members also enjoy late check-out (when available), a welcome bag, breakfast vouchers, and the ability to redeem nights using their points.
How do we use the voucher to charge for the room and tax for TAPAY reservation?
What is locate the PNR code on the guest’s voucher and enter it in the Passenger Check-In field on the TA Connections website. Click acknowledge to view the credit card information, then print the details and check the guest in. After check-out, change the FOP in Window 2 to Chip & PIN using the provided VCC, then post payment in Window 2. Finally, staple the voucher to the printed information and record the guest’s room number.
How do we make add-ons for both airlines?
What is for Alaska go into the monthly block and copy a reservation with no name. Update the reservation name to “Alaska Add-On” and log into the API portal to add the confirmation number. Before submitting, take a screenshot and email it to Rachel, May, and Alex. For Southwest, print the CC information emailed to us. Copy a nameless reservation in the monthly block, ensuring routing and payments are deselected. Add the provided CC and set to Rule 1 and change the name to “Southwest Add-On.” After creating the reservation, collect the deposit before check-in. File the printed CC information in the Add-On binder.
What do we do if someone calls requesting to cancel a reservation?
What is we begin by retrieving the reservation information and reviewing the associated cancellation penalty. If the reservation can be canceled without any penalty, we proceed with the cancellation. If canceling the reservation incurs a one-night penalty, we still cancel it but apply the corresponding charge. However, if the reservation is non-refundable, we are unable to cancel it.
What is our bed bug procedure?
What is if bed bugs are suspected, do not remove linens, towels, or the vacuum; notify managers, quarantine the room and nearby rooms, and contact ECOLAB at 1-800-325-1671 (Account # SONE0086-0001). If a guest reports bites, complete an incident report, gather their information, and tell them a manager will follow up. Associates cannot diagnose bites, so direct guests to a medical facility. If asked about past issues, explain that bed bugs can be brought in by guests, but any cases are treated immediately and rooms remain closed until resolved. Sonesta’s response is that we follow strict cleanliness and pest-control standards and address any concerns promptly.