3rd Parties
What does OTA mean?
Online Travel Agency
Why is it important to fill out the guest information?
Emergency/Legal Purposes
Why is it important to leave comments on reservations and in Quore about guest reservations/rooms?
Communication
Documentation Purposes
When do guest points expire?
They never expire
If a guest checks in after audit when do they need to check out?
11am
Why do we need to try and collect a guest email?
Signup for Rewards
Conformation Letter
Foilo-Receipt
Do you have power to solve guest challenges?
Yes
For every dollar they spend how many points do they get?
10 points for every dollar they spend
If a reservation declines when processing through Night Audit what should you do?
Cancel the reservation because no payment to collect
and log in the reason for canceling (CC Declined)
How do you know the reservation is a 3rd party?
CRS Notes
Rate Private (red)
IATA
Special Request
3rd party notes
Internal notes about reservation
If guest have a challenge what are steps to take to make it right?
Listen
Apologize
Sympathize
Solve
How many points does it take for a standard free night stay?
10,000pts
If a third party reservation does not show up but has a multi night stay reservation what should you do?
Check in through audit post the no show room charge (system does this if you check it in through the audit window)
Refund the virtual card for the remainder of the nights - we only collect for one night on a no show
List 4 of the OTA 3rd parties that we collect a virtual credit card for?
Expedia/Hotels.com
Priceline/Agoda
If you move guest rooms what should you do next?
Move the reg card in the bucket
What does it mean when you hear the phrase "Just Give Them a Pickle"?
When a customer ask's for extra pickles.....Would you just give them pickles?
What is the Rate Code FX or FX1
FX- Free Night Stay on Rewards
FX1- Guest pays with partial points
When should you checkout a no show?
After audit
1
What should you do if a guest said that their ac is making a airplane noise?
Apologize
Take a look at it (if you feel safe to do so)
Make a work order
Switch them rooms (if available)
What are things you could do for noise complaints?
Ear Plugs-Sleep Kits
Free Item
Room Moves (if available)
Points
What Payment Method do you set a Rewards Night Stay at?
City Ledger BW Rewards
and you create a Folio B for incidentals
Roll the reservation
Log in comments
Log in Quore