Terms and Phrases
What does the acronym SPOC mean?
Single Point of Contact
What is the main objective of a SPOC?
To create a seamless member experience, one where they get to liaise with one LM for all requests.
How should you title linked requests?
Research/Quote - Type of request - Location - Date - Number of people + children's ages
Who is responsible for updating the main admin SPOC once research from a linked request has been completed?
The LM who completed the research and the main SPOC LM
For multiple requests, an LM will create an admin SPOC and then link all of the requests to the admin.
True
What is a linked request?
A new request that is linked to another job for the same itinerary
How many requests are required to create a SPOC?
At least three
How should you brief linked requests for SPOCs?
Clearly define individual tasks for each specific request and create new linked request
What info do we need to put on a SPOC?
All job details, All communication, Deadlines and Next Steps
We must follow up on every SPOC before closing
True
What is an admin request?
An admin request is used for administrative duties such as new member registration, and online activation assistance, lounge access, priority pass and as the master job sheet for all SPOC communication.
If you receive an response from a member for flight request linked to a SPOC someone else is working on do you:
A.) Only update the linked request
B.) Update the master SPOC and linked request?
B.) Update the master SPOC and linked request?
What do you do once you've completed an assigned linked request to a SPOC?
Update the master SPOC, add research to the job sheet, and communicate with the LM in charge of the SPOC
What do you not include in a SPOC?
Individual job research
Once we finish the research on a linked request we close the main SPOC
False
What is a brief?
A brief is the full detailed description of a member's request
Every time we create a SPOC and there are multiple linked jobs we need to...
Show ownership and avoid allocating multiple jobs simultaneously without updating the member.
What is the difference between a reuse and a linked request?
One is to assist the member with further questions (closed job) and the other is used to assist with a new request
If the SPOC LM is OOO and we receive a call or email from the member what should we do?
Depending on urgency assist the member as best as you can, update the job sheet and provide a Teams update to the LM in charge of the SPOC
When we receive an inbound email from the member we should set a 24-hour deadline
False
3 hours
What is a reuse request?
When the job is closed or turned white and the member contacts us for further information, we create a reuse request.
What should you do if you need to allocate a new SPOC to the page because you will be OOO?
Leave detailed Next Steps and update the request name to "SPOC Needed"
Is a cancellation request a linked job or a reuse?
It is a reuse job
What materials do we include in a job sheet update?
The PDF and PPTX from your research plus the supplier interaction with your email and the members email
When the member calls in looking for car rental assistance we should set a 24-hour deadline with the member
False
The priority is to FCR the member