Keep Column and Carry On
If you have DT loaded for a full day, except for Coaching, what do you do for that time?
Attend coaching or ensure another benefit is loaded for the time.
What 2 things must you do to change/cancel PTO?
Update IEX and open a ticket.
What is Enhanced Authentication?
Verifying a past stay after verifying the account/reservation.
When should you recap when cancelling a reservation?
Before and after cancelling.
When should you recap when changing a reservation?
Before and after changing.
When do you need Enhanced Authentication?
Modifying a WOH on an existing reservation
Adding/Changing an email on a reservation
Adding/Changing an email on an account
If a guest mentions an early check in request, what should you inform them of?
Requests are subject to availability and the World of Hyatt app can let you know if one is available.
What 3 components must you include when quoting a rate? (except in CONV)
Average nightly rate, includes fees, plus taxes.
What 3 aspects must you include when going over a cancellation with the guest?
Cancel policy, penalty, and if they are being charged.
Please name all appropriate times to use the Hold function
When you are calling out to another line
You must use the Change Verbiage when a guest changes what?
Anything in the accommodation line (dates, occupancy, rate plan, room type)
What does an NPS score measure?
A guest's likelihood to recommend us
Quote this Room Rate Accurately:
RACK/RACK
1 King
City View
Nt 1 - $245
Nt 2 - $245
"We have a room with a King bed with a city view available at an average nightly rate of $245, including any fees, not including taxes."
Why do we recap BEFORE we change or cancel a reservation?
To ensure we have the correct reservation.
Quote this Room Rate Accurately:
CONV/G-HYTT
1 Double
Limited Ocean View
Nt 1 - $325
Nt 2 - $325
Nt 3 - $325
$25 per night DEST fee
"I have a room with one double bed and a partial view of the ocean for $325 per night, plus taxes and fees. There is also a nightly destination fee of $25. Would you like to hear what that includes?"