MISROUTE GUIDANCE
Case origin INTERNAL or “contact us” as Finance Advanced or PRI but are Basic cases
MISROUTE
When a Pricing Model change from Occupancy Based Pricing (OBP) to Per Day Pricing (PDP) involves 10+ Rate Plans, local team agent ....
...can submit a sequential case to Bulk Team, who will own the whole pricing model change.
View outstanding balance report using QuickTools
Skilled: Finance Basic Work
Research up to nine bookings
To research 10 or more bookings, send the case to the Finance Advanced queue
This person never drinks coffee
ZINEB
Cases misrouted as Finance Advanced but are Basic cases
Pending Internal
Escalation to the group
Content promotions are...
...descriptions of rate plan inclusions that can't be covered in Partner Central by rate plan value adds, value-add promotions, or amenity selections. These descriptions are promoted as a Special Deal on Expedia.
Who can modify AMEX RPs?
O&M team
Who is from a city considered a "Dutch colony"?
GIULIA
Sequential case (PRI or T2) with a parent case open
Close your case as duplicated
Indicate in comments why you are closing it
Escalate it to the group
About Managed Promotions
Request from Partner:
Encourage the partner to ___A___ in creating the promotion. Once the promotion is created, continue assisting the partner with updating ___B___ as this step is not self-serviceable by the partner.
As long as the partner is __C__ and requests for modification or pause of a Managed promotion, proceed with the request without needing to obtain confirmation from the MM/PSA in charge.
A: self-serve
B: the promotion to Managed promotion or Internal View only
C: verified
Guest Contact Request
Property is asking to contact a guest because they need additional card details or the guest’s credit card is declining and the reservation was made less than 72 hours ago.
This person went to 4 concerts invited by Sting
LUIS
This person did muai thai for several years
GABI BARTOVA
Case misrouted to internal team when case was previously closed
Internal Associate uses Multi-Case option in CMUI to create new case for self
Closes misrouted case as Duplicate
Escalate to the group
Update property rate acquisition type
For EQC-connected properties...
Send a Sequential case using topic Connectivity, subtopic Independent EQC connectivity change.
Deactivate a property that wants to stop working with us
CHAMP PLUS
As a kid, someone from this team used to ride a donkey to get mineral water from a fountain to drink
HANANE
Case misrouted with high AHT
Escalate to the group.
We work the case, and we take the AHT
About property name guidelines (CL)
Do's vs Do nots:
A: Use "&" to shorten names where appropriate.
B: Add property names in English for localization purposes, unless the official name has non-English words.
C: AKA or Formerly known as
D: Misleading keywords or adjectives, such as 'Beautiful' or 'Modern"
A: DO
B:DO
C: DO NOT
D: DO NOT
When to log a JIRA ticket for the Geo Data team
A: Incorrect Map Location for an Expedia Merchant Property.
B: Update a Point of Interest (POI) for a property
C: Preferred Airport Updates
D: Reporting Geography Update (Market, Submarket, Region, Super Region)
A: YES
B: NO
C: NO
D: NO
During the first week in Mexico, this person got sick because of dengue. fainted, was taken to emergency and spent a week in bed trying to survive. This also speaks Greek, but that's not as funny.
ADOLFO