Team meeting - SPPT (3-04-2024)

MISROUTE GUIDANCE

100

Cases misrouted as PRI but are Basic cases

-MISROUTE
-Escalation to the group

200

Case origin INTERNAL or “contact
us” as Finance Advanced or PRI but
are Basic cases

MISROUTE

300

Case misrouted to internal team when case was previously closed

-Internal Associate uses Multi-Case option in CMUI to create new case for self
-Closes misrouted case as Duplicate
-Escalate to the group

FINANCE

100

If you need to create a case for Consolidatos (LATAM), you have to...

-Misroute case, multi case...NO SEQUENTIAL 

200

PQC Payouts Ownership Change

HPO agent will manually create a Payout Research or Payout Investigation case to TST. In case more information is needed, who will open the case to PQC? 

TST

300

PQC Payouts Ownership Change

HPO agent will manually create a Payout Research or Payout Investigation case to TST.

• Topic: Technical Issue Escalation 
• Subtopic: Payout Review Amount Requested between $100 to ____ USD OR Payout Review Amount Requested Over ____ USD

2K 

PRI

100

Can you include value-adds, rate plans or other attributes as custom text label (room name)?

NO

200

APM / BULK 

True or false

Changes for ARI properties that affect connectivity will not be processed

TRUE

300

APM Team can hold their case pending - internal for requester's information maximum ___ days. If still unable to provide within the same day, APM Team will close their case with no action.

1 day

PROCESS

100

Egregious relocations offenders program

The objective is to suspend hotels that relocated more than __A__ % of bookings they received in the last ___B___ months and some of their relocation invoices are pending payment.  

A:  20%

B: 12 

200

During the onboarding, LSAs are responsible for helping partners with questions about the onboarding process. Therefore, you should help redirect calls or emails to the relevant onboarding team if the onboarding is in progress.

So you should...

Step 1: chatter the request with the case owner's name tagged in on their Property Setup case.
Step 2: Link the Property Setup case as a parent case and close dupe your case.

300

Egregious relocations offenders program

April 3, 2024: 1st round of communications: 

• At this time we are focusing on ___A___ properties that have pending relocation invoices. 
• Impacted properties will be placed on Indefinite ___B___ [...]. They will be asked to settle the unpaid balance and stop relocating.
• At the same time we will also resend them the EVC relocation invoice with outstanding payment, to ___C___ (which contact? where to find it?)

A: Hotel Collect and EVC

B: Financial suspension

C: Billing Contact info from Payment Settings (PC).

FUN

100

"I'm gonna pop some tags, only got twenty dollars in my pocket." 

Song & Singer 

"Thrift Shop" by Macklemore

200

What is the top-selling product at Walmart?

a. Diapers
b. Milk
c. Bananas
d. Sliced Bread

C, Bananas

Rumor is Walmart sells 1.5 billion pounds of bananas a year.

300

What was the first book ever ordered on Amazon?
A: Don Quixote
B: The Bible
C: Fluid Concepts and Creative Analogies: Computer Models of the Fundamental Mechanisms of Thought

C: Fluid Concepts and Creative Analogies: Computer Models of the Fundamental Mechanisms of Thought