Soft Skills
These are defined as employee characteristics that enable someone to interact effectively and smoothly with others.
TED stands for The Executive "this".
What is Desktop?
This team will only consider the full removal of a guest review if it violates any of the review principles.
What is Moderation?
When verifying the caller's identify, you must ask for the name and position of the person you are speaking to, and the name of this.
What is the property?
The goal for this KPI is 10% or less.
What is Finalize Time?
This is the first step in the Booking.com Empathy Formula ( ___ + Empathize + Ownership)
What is Acknowledgement?
The purpose of this is to write all relevant information that will help to solve the issue and make a follow up easier.
What is a TED note?
Eligibility criteria for this tab include the partner's status needs to be open/bookable and XML provider supports rate rewriting.
What is Promotion?
If you are not guiding the partner through the extranet or their page on our website, you must perform this to the number(s) in the extranet.
What is a security callback?
What is International Coffee Day?
This describes the ability to put yourself in someone else's shoes so you can identify with their feelings, thoughts, attitudes and emotions.
What is Empathy?
If you are contacting the partner, you must use this channel first (within business hours) before sending a follow up note.
What is phone?
If the partner wants to dispute a commission invoice, you must first inform the partner that the standard timeframe for reporting these is 48h after check-out, then guide the partner to the dispute tool in the Finance tab.
What are No Shows?
This is not mandatory (although helpful) to obtain when verifying security protocol for a partner.
What is the Partner/Hotel ID?
You earn this number of points in Superpunch for every perfect shift worked.
What is .20?
What is Emotional?
This means to speak with the new agent and provide the caller's issue and any background information before transferring the caller.
What is warm transfer?
If the partner is requesting information about other available payment methods or to change their current payment method, forward to this department. The request will be handled within 5 working days.
What is Finance Department/Credit Control?
If you are making changes on behalf of the partner, you must send this to inform the partner of what you have done.
What is a follow up note?
You can view your schedule, Personal Account Balances, and request time off using this site.
What is Empower?
This is a type of written communication, usually with a standard structure and style, that seeks to elicit a business response.
What is Business Writing?
Always make sure to check/research yourself, have read the case, know the problem and have scenarios prepared, and leave a clear and complete note before calling this for support.
What is the TL/Senior Line?
This is an automated process and the score cannot be manually influenced. Once the property reaches the required score, the option to take prepayment will be automatically available to them.
What is Trust Verification?
We should NOT use these types of questions during security verification. (Example: are you the owner of the property?)
What are leading questions?
This describes the manipulation of systems and processes in order to avoid calls/emails.
What is Gaming?