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CRM – cx rln mngmnt ( wrap up, Call Entries )
BSA – Brand site for agents (see bookings details or see the cx acc or make a new reservation) read-only
V Next - KC
Voyager Classic - see details itinerary , POS , Universal search , create modify bookings (actions)
Soft Phone – Aux & outbound calls.
Inventory (Types of rooms, facilities )
1. ESR (Expedia Spl Rates) - Pay now (discounts offered ) payment currency native for the booker
2. Pay Later with Deposit – Authorization charge ( some % and 100%) Pay later for settlement of Payment (currency of payment would be currency of hotels) it takes 48-72 hours to remove auth, authorization will be via Expedia.
3. Scheduled Payments ( kind of pay later Paid to hotels not Expedia)
4. Price Match – Yes but not for Wotif, Expedia Aust , NZ, EMEA
above 25 USD we need link, ss
5. 3PI – 3rd party inventory (don’t Disclose) Only for Expedia & hotels.com not for partner sites
6. Pending points credit within 35 days for pay later after travel completion and 30 days for pay now.
7. Status of stay – 3 types completed, in-stay and upcoming.
• New case (rsn of contact, wrap up ) in notes ( rsn, actions, feedback)
8. Greeting (no branding) > issue > paraphrase> assurance> probing/discovery (asking relevant ques)> solution> conclusion
9. Max 9 rooms per itinerary, group booking >=9 (don’t handle) transfer group sales.
10. Source code is used to switch from expedia to hotels.com (only) when itinerary does not open if there is an error.
11. In hotel.com we don’t have that bsa access to create a new booking so we will use the sales part and we use source code for the point of sale.
12. In histories
• Billing history- payment history
• Case history- notes created
• Itinerary history- action taken by cx or agent
13. Refund time :
• For pay now – Expedia processes refund within 24 hours then its upto their bank (DO NOT COMMIT the time frame).
• For pay later – no payment done yet.
14. we can share the details like transaction id with the acc holder & with third party.
15. Before verification of account with email or phn no., we can not even share the details as well with the cx.
• for hotels, car rental, activity = 1 reward point for each $ on base fare(base price)
• for Flights = 1 reward point for $5 on base fare (base price)
16. NO coupons on Pay Later. Coupons only apply on packages, stand alone hotels. Coupons expiry 1 year.
17. Price match for blue and silver till a day prior to check in date and for gold till the check in time.
18. Expedia virtual card – can only be charged on the check in day, same amount not a cent more.
• Purple (like blue) 0-9 stams
• Silver 10-29 stams
• Gold 30 or more stam
stamps are on base amount
10 stams for 1 reward night ( by calculating avrg of stam amounts )
1 stam on base amount (e.g. 400 USD base price of a room so he will get 1 stam worth 400 USD
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