The Basics
This is what you tell people what Sonder is
What is "Sonder is a hospitality company that offers unique, design-led accommodations in cities around the world"?
A password storage tool used to store secure personal & Sonder-wide passwords.
What is "Keeper"?
Name at least three (3) bathroom items that are available during Sonder stays
What are:
This is where a Sonder employee reaches out to if they need to cancel or modify an employee reservation.
What is "guest.escalations@sonder.com"?
This is the next step if a travel agent or OTA customer service rep asks for an exception to a cancellation policy on behalf of a guest
What is "determine if we can make an exception (and/or obtain approval from a Manager)"?
The reason it's important to Build a Connection with our guests
What is "to help personalize service and choose the right tool"?
In Opera, this is a visual tool displaying all reservations, holds, and events across rooms at the property level. It helps maximize reservations by minimizing open spaces, similar to a jigsaw puzzle.
What is the "Room Diary"?
A type of Relocation that occurs any time during their stay after 4PM on the day of Check-In.
What is "Intra-Stay Relocation"?
Two places we can identify the Cancellation Policy in Opera
What are the "Cancellation/Deposit" and "Stay Details > Rate Code" links?
We also advise a GDS guest to inform this identity when we've shortened their reservation.
The reason we compensate guests
What is "to recover a situation & ensure our guests end their stay on a positive note"?
A guest wants to know how many Marriott Bonvoy points they have.
What is "advise the guest to contact Marriott at 1-800-439-3231"?
It involves moving a guest to a different room number within the same room type at a Sonder property. It does not involve changing the room type or moving to a different property. It can be guest-driven or Sonder-driven, depending on the situation.
What is a "Room Move"?
This""Reservation Type" indicator in Opera > Folio tells us that the guest will pay at check-out, and we need to ensure their card is valid at check-in.
What is "CC Guaranteed"?
We do this if we accidentally modified a Migrated Reservation
What is "to create a Payment/Stay Adjustment Action (in Salesforce)"?
The Four Factors we consider when determining compensation amounts
What is "Problem, Importance, Response, and Membership Tier"?
The reason Front Desk hours in Salesforce are different from those in the city Slack channel.
What is, "Salesforce Front Desk hours are for on-site staff, while Slack hours are for remote support."
Name at least three (3) items we can offer "based on availability"
What are:
Due to payment capture errors related to Sertifi, as well as local restrictions and requirements, this is the only current team/city who's equipped with the ability to manually enter credit card (CC) details at front desk locations. This process can only be conducted in-person by trained FOH staff.
What is the "(Dubai) Team"?
Sarai called and said that she will check out early due to a work emergency. She asked how much she'll be refunded for the unstayed nights in her reservation.
What is "No, unfortunately there are no refunds"?
The question you ask yourself to determine if Resolution was your "North Star"
What is "Would the guest need to contact us again for the same issue?"
A Salesforce component on the Interaction page that contains the details associated with the Interaction, like the Account Name, Phone Number(s), and Email(s) which can be edited to ensure accuracy.
What is the "Guest Account Box"?
The time a Guest Request SLA will begin counting down if a request is submitted overnight.
What is "9 AM local time"?
Del wants to cancel her reservation with us because she thinks that our way of checking-in is unsafe, and she is not comfortable uploading her ID on a website.
What is, "Yes, they're entitled to cancel for a full refund"?
Carol asks how she can complete pre-arrival verification since she booked with Airbnb
What is, "she can select the link within the ‘Thanks for choosing Sonder’ message sent in the Airbnb thread."