Corporate Accounts
If a guest is coming in for business, we should ask if they have a corporate rate setup with us.
True or False???
What is the main color that represents ESA?
a) Yellow
b) Purple
c) Blue
d) Green
D) Green
You are able to make 9 different reservations for different date all at once in the booking system.
True or False???
True
Who is the first Contact on the escalation process?
a) Ethan Jahnke
b) General Manager
c) Night Attendant
d) Spider-Man
C Night Attendant
When branding at the start of the call it is acceptable to brand as " Thank you for calling Extended Stay East Flamingo my name is Ethan, what is your name?"
True or False???
It is false, we must include the full name Extended Stay America in both the opening and closing of the call.
A guest with a CLC card wants to make a reservation. What CLC do you apply to this guest.
a) CLC Osmose
b) CLC Lodging Managed Fixed Rates
c) CLC 1Generic
d) CLC Lodging Managed
C) CLC 1Generic
What are the best 4 features and benefits of an ESA room to offer on a sales call.
Kitchen, 24/7 coin laundry, Wifi & Cable, Dining & Workspace
When selecting a booking reference we should always select ______.
a) BOOKC
b) CallG
c) NMBRRC
d) Other
B) CallG
The main reason we help cover these closed down front desks is because the night attendants get lonely at night.
True or False??
False, it is to ensure that the guests on site can get taken care of if they need something when the FD is closed.
What two probing questions should we always ask on a sales call?
a) Are you friends with the front desk staff?
b) What brings you to the area?
c) Are you part of our extended perks loyalty program?
d) Have you stayed with us before?
B and D
All of our Corporate accounts have direct billing and a crewfax #.
True or False???
False
When there is a flash sale on the ESA website and we are pushing it, we apply those and any promo discount with these codes in the select company field.
a) ESATH3 + ESATHL
b) ESAPR3 + ESAPRK
c) ESACLC + ESAGR1
d) ESAYA1 + ESAYAK
B
Hotelkey will allow you make the reservation without adding a CC or DB.
True or False???
True, though we should never make a res without adding a card to hold the room.
Night Attendants help out with the laundry overnight.
True or False???
False. They are required to help with late check ins or guest impacting situations.
What do you do when the guest is price resistant to your first offer?
Offer our qualifying rates
It is acceptable to give normal company employees the CLC 1Generic rate even if they did not say they are with CLC only when you are not able to find their specific Company in Hotelkey.
True or False???
False, we can only apply any CLC rates when the guest identifies themselves as such.
Guests must fill this out when paying for another guests reservation with their CC or DB.
Authorization Form
The Parking Fees are found in this location ______.
a) Top 5 Things
b) Hotel Details
c) Google
d) Facts page
D) Facts page
When an automated 911 call comes in we have to go through the escalation process once for that property and if no one answered through the whole process it would be a total of 11 Calls overall.
True or False???
True
Is it true that after getting the Credit/ Debit card from the guest, that is when you go over the Cancellation and ID policy?
True or False???
False, we do all policies before taking the Credit Card
The CLC 1Generic head office is in what location?
a) Wichita
b) Lexington
c) Detroit
d) Houston
ESA will match any third party travel OTA and take an additional 20% off if they are at least 72 hours out from check in and made the reservation within the past 24 hours.
True or False???
False, we will take an additional 10% off, not 20%.
How Many Credit Cards can you add when you are making 9 reservations at a single time. (All for different dates of course)
Only 1
When going through the escalation process, what 4 important pieces of information are needed first?
Guest Name, Room number, Nature of the issue and the Property name/ Number
When selling a room to a guest, we are to do this after telling them the rooms nightly rate before taxes and fees? What is it?
Assuming the sale