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.
What is commission?
A compensation structure where TEN earns a portion of its income based on the revenue it generates from a vendor or partnerships
Which airlines are bookable as NDC fares on Amadeus Canada?
American Airlines, Avianca, LOT and Air Canada
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 do you check the commission percentage?
Access the Vendor Card
What can we quote and book on Expedia TAAP?
Car Rentals, Hotels, All-Inclusive Packages and Activities
We can issue tickets for all airlines in AMADEUS CA
False
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 email for a flight request linked to a SPOC that is assigned to someone else, do you:
A.) Only update the linked request
B.) Update the master SPOC and linked request?
B.) Update the master SPOC and linked request?
Name 3 types of vendors/suppliers we earn commission with?
Partner hotels (GHC), Car Rentals, NDC Fares, Mercury Hub, Expedia TAAP, WestJet Vacations, Air Transat Vacations, Air Canada Vacations etc.
What are the primary and secondary tools for hotel bookings?
Amadeus USA, Expedia TAAP, and Expedia Voyager.
We can quote the hotel package option on Expedia TAAP, even though the flight was booked by the member directly
True
(We need to have the itinerary reference confirmation from the member.)
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.
How do you log commission on TTS?
When creating TTS confirmation, in the total section, choose Gross from the margin drop-down, add either amount or %, and save
If a member asks for a hospitality package for Coachella, and the primary market is sold out. Which secondary market options do we have?
Confirmed 360 and Event365
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"
If you forgot to add commission, how do you amend the TTS?
Log back into TTS with TTS number and select "amend booking", then choose the calendar icon, and in the total section, choose Gross from the margin drop-down and add either amount or %, and recalculate and save
RBC Member Ms. Pena is seeking train transportation through London, France, and Italy for mysterious reasons. Which suppliers can we use to quote between: ItaliaRail, Trainline, RailEurope, MedhaHigh Speed Rail, or any national train company in the country you travel from or visit.
Trainline, any national train company in the country you travel from or visit.
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