Verification
What must we verify with a Zip Code: Yes?
Email Address (or DOB, if no email is present)
What should we avoid during the conversation?
Fillers, Company Jargon, Slang and Dead Air
What policy MUST we provide in all kinds of reservations?
Cancellation Policy
What must we say before placing the guest on hold?
We should provide the time, the reason and ask for permission: "Mr. Guest, may I place you on a brief hold for a minute or two while I verify the information for you?"
Where can we disclose the room rates?
In the Room Screen
What must we verify with a Zip Code: No?
3 pieces of information: Email, Mailing Address and Phone Number
Give an example of two open ended questions for Hotel Reservations
1. What brings you to our hotel?
2. What is your favorite thing about the hotel?
Cancellation Policy for Hotel Reservations
"Please call us back 24h prior the check in time to cancel the reservation, to avoid a $50 penalty"
What should we say when coming back to the guest after placing them on hold?
"Thank you so much for holding"
Where can we request a connecting room and/or the same floor?
In the "Party With" Box
What should we verify when there is information missing or incorrect?
We should verify Name, DOB and at least one more piece of information
Give an example of two open ended questions for Casino Giveaway reservations
1. What is you favorite slot machine at the casino?
2. How long have you been a Wild Card member?
Cancellation Policy for Casino Reservation
Please call us back 24h prior the event date, to cancel the reservation and avoid inconveniences with future promotions
How many minutes can we place the Guest on Hold?
No more than 2 minutes
Where should we look up existing reservations?
"Existing Reservations" tab
What happens if they're not able to verify the account at all?
They should go to the property (Player's Club) for assistance
What can we do to avoid the dead air during the conversation?
Ask open ended questions, inform the guest of what you are doing, place on hold if needed, etc
What policy must we provide for the Immokalee Hotel?
Non Smoking Hotel
How many times can we place the guest on hold?
No more than two times
Where should we look up a Casino Guest to verify availability?
"Guest Look Up" Tab
What should we NOT do before verifying the account?
Provide/Divulge information before verifying the account
"We are fully committed", "We're at 100% capacity"
Give the full disclosure of the policies for Leisure Hotel Guest (Including cancellation)
"Please call us back 24h prior the arrival date to cancel and avoid a penalty fee of the First Night+Taxes. Remember to provide your Credit Card, ID and Wild Card (if applicable) at the moment of check in. Lastly, there will be an incidental hold of _ to be released at the check out if there are no additional charges. Keep in mind check in time is _, check out is _"
What MUST we do before considering to transfer the call, and why?
We MUST ask the reason of the transfer, to have a better understanding of the situation and transfer to the right department (or assist the guest accordingly)
What packages can and cannot be used?
Can: Exclusive Room Offer, Resort Offers, Best Available Rate, AAA Discount, Military Discount, Veteran Discount, Florida&Georgia Resident Rate.
Cannot: Hotel Use Only, Low Tier Match, Mid Tier Match, High Tier Match, PD Override, CC Override.