Culture & Brand
Kitchens, free wi-fi, free breakfast, guest laundry
What are Features and Benefits?
Driving Sales
Power of Persuasion
Professionalism
Production
Rebuttals
What are the 5 keys to success?
If someone finds a lower, publicly available, nightly rate on any travel website for the same ESA we will honor the rate plus 10% off.
What is the Best Rate Guarantee?
Expedia
Orbitz
Priceline
Travelocity
What are third party booking channels?
6 PM Day of Arrival
What is the cancellation Policy?
Charlotte, North Carolina
Where is ESA Corporate office?
I can definitely get this reservation underway with the spelling of your last name?
What is assuming the sale?
An animal Specifically trained to complete a task for it's handler.
What is the definition of a service animal under the ADA?
LOS prices, Negotiated Corporate prices, Weekly/ Monthly Prices, Pet fees, Qualifying Discounts, Promotions.
What is an ESA Pricing Strategy?
Select Booking Reference
What is CallG ?
45
How many states have an ESA location?
Location is sold out, or doesn't fit the guests budget.
What is offer the next best location?
Booking with CLC 1Generic account.
What is CrewFax# or CLC Card #. (Direct Billing)
A $25 (+ tax) per day, per pet non-refundable cleaning fee for the 6 nights and a $10 (+tax) per day, per pet non-refundable cleaning fee each night thereafter.
What is an ESA Pet Policy?
"Our properties are very sought after and book up very quickly and we sell out consistently but, I am seeing some limited availability out our location here so let's take advantage while we still have rooms open and get you booked in with your Phone number to start."
What is Creating Urgency to book.
Suites and Premier Suites and Select Suites
What are ESA's brands?
Honesty
Integrity
Transparency
Respect
Enthusiasm
Positivity
What are professional characteristics we represent in guest interactions?
Entitles a guest to one (1) free night
What is a Be Our Guest Certificate?
AAA, Senior, Military, Government
What are examples of qualified rates?
Use the idea of _____ to help sell rooms like the guest is your friend and not a stranger.
What is rapport?
Put people first
Do what’s right
Create opportunity for growth
Care for our community
What are ESA’s 4 values?
“I actually need to discuss with my spouse if we can book that.”
What is an opportunity to rebuttal?
Plunger
Late check in
Bugs
911 Call
What are some reasons to call the Night Attendant when the FD is closed?
Exclusive discount that we can also offer as a rebuttal.
What is Extended Perks Loyalty Program?
Can make or break the call.
What is tone?