Hello Rewards Stay Perk Redemption
S.O.P. – Hello Rewards Stay Perk Redemption
Hello Rewards Stay Perk Redemption Program Summary: Below is the process in which different departments should follow when a Hello Rewards member has called in to redeem their stay perk. Members can redeem their Hello Rewards Stay Perks via the Call Center only.
Objective: To provide all associates process information on how a member redeems their free night stay perk and what procedures need to happen to ensure the complete and accurate cycle to allow properties to receive payment for redeemed free night stays.
Types of Stay Perks: Hello Rewards Free Night Perk - Issued after every eligible 7th stay (consumed) – Rate Code HRFREE Hello Rewards Birthday 1 - BOGO – Issued 30 days prior to member DOB on record – Rate Code HRBDAY1 Hello Rewards Birthday 2 - BOGO + Breakfast – Issued 30 days prior to member DOB on record – Rate Code HRBDAY2 Hello Rewards Birthday 3 – Free night – Issued 30 days prior to member DOB on record – Rate Code HRBDAY3
Procedure: Terms of all Stay Perks:
Members will have access to their perk through their online member portal The member portal will show all previously sent perks and their status (redeemed, canceled, lost) Additional nights can be booked when using a stay perk, however they MUST be booked within a separate reservation Perks being used are based on hotel’s availability Property specific cancellation policy applies Valid credit card is required to redeem stay perks Members may transfer their perk to another Hello Rewards member, but the member with the perk MUST be the person calling in to book. Members will not be able to book for another individual online. They HAVE to make contact with the call center Reward reservations must be made at least 24 hours in advance of the stay and member must notify agent at the time of booking that they would like to use their available perk
Terms of Hello Rewards Free Night Perk:
Free night perks are issued after every 7th stay has been completed and is sent directly to the email on file for the HR member Perks must be used and stay must be consumed within 1 year of their issued date and cannot be reissued if not used within that timeframe
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 1
S.O.P. – Hello Rewards Stay Perk Redemption Terms of Hello Rewards Birthday Perks:
Birthday perks are issued 30 days prior to the members DOB on record and are valid for 60 days after their DOB. Perks must be used and stay must be consumed within 60 days their issued date and cannot be reissued if not used within that timeframe
Note: If a guest arrives on property with a perk they would like to use, it is at the properties discretion whether they will allow the perk to be used on day of arrival. If the property has room available, it is strongly encouraged that the property accommodates the member. The reservation MUST be booked using the APPROPRIATE rate code with the AR account associated to receive credit for a free night. The property must also enter the Perk number and information into the comments of the reservation so that the perk can be tracked appropriately and flagged as used.
Reservation Procedure: Process that agents should follow when a Hello Rewards Member calls to redeem their stay perk
1. Member contacts call center and should provide property and dates they would like to book and informs agent that they have a free night stay perk that they would like to utilize for this stay. 2. Agent enters all property data requested by member and will perform a guest look up. Agent must look up a guest profile with an HR membership. (This MUST be the membership that the voucher was issued from otherwise an error will occur) **VOUCHER field does NOT exist in top-level search as seen below**
If agent checks availability and enters voucher/perk number but does not perform a guest lookup, agent will receive following error
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
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S.O.P. – Hello Rewards Stay Perk Redemption 3. Once general availability is returned, the voucher code field becomes available for agent to enter perk number provided by member. (showing general availability)
4. Once perk/voucher number is entered, click modify and perk rates will appear. Include the perk/voucher number provided into the comments field of the agent view portion of the reservation. (showing perk rates availability)
5. Choose room type they prefer and is available *Note the rate is suppressed only for perks specifically listed for 1 free night, as this rate amount is not to be disclosed to the guest. BOGO perks or other stay related offers may show a pricepoint, which should be disclosed to the guest.
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 3
S.O.P. – Hello Rewards Stay Perk Redemption
6. Complete reservation *Rate will show Suppressed in the reservation and confirmation as well only for vouchers specifically for 1 free night, as this rate amount is not to be disclosed to the guest. BOGO perks or other stay related offers may show a pricepoint, which should be disclosed to the guest. Reservation:
** If member would like to use their perk for someone else, they are able to do so through the call center. Please follow the below steps: 1. Follow steps 1 through 5 as outlined above 2. When within reservation screen, enter the name of the individual (1) checking into the reservation that the member would like to allow use of the voucher 3. Be sure to enter a first name and a last name in order for the Accompanying guest profile to be accepted in OPERA PMS
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 4
S.O.P. – Hello Rewards Stay Perk Redemption
If/Then Situations for perk bookings in the call center 1. IF after entering the perk number into the voucher field and the perk is invalid*, (no message will appear and general availability will be presented) THEN verify that the perk number provided and entered is the same and entered correctly. 2. IF after entering the perk number into the voucher field and the perk is invalid*, (no message will appear and general availability will be presented) THEN verify that the property has general availability and that is not why it is coming back invalid. 3. IF after entering the perk number into the voucher field and the perk is invalid*, (no message will appear and general availability will be presented) THEN verify with the member that the profile being used is the correct member profile associated with the perk. (reservation must be listed under the member’s name that belongs to the perk. See above process for details on making an accompany guest reservation) 4. IF after entering the perk number into the voucher field and the perk has already been used and therefore invalid*, (no message will appear and general availability will be presented) THEN verify previously mentioned possibilities above and verify status of perk within the CRM. 5. IF after entering the perk number into the voucher field and the perk is invalid* (no message will appear and general availability will be presented) AND all of the above mentioned processes have been checked and the member insists that the voucher should be available to use, THEN, until advised otherwise, escalate a claim ticket to [email protected] for review from Corporate Office. Please advise member that contact may not be returned immediately and may involve further research. Reward reservations must be made at least 24 hours in advance of the stay per our Terms and Conditions. IF the member is in need of a reservation over a weekend timeframe and agent receives an error, THEN offer to book a paying rate in the meantime to guarantee a reservation. **DO NOT make any guarantees about perk. This would include statements like, “the paying reservation will be refunded or valid once reviewed” ** 6. IF guest needs to modify the arrival date of an existing reservation booked with a voucher, this can be accomplished in override mode within Windsurfer
Key: *Invalid perks could mean; 1. perk number is provided incorrectly to agent or entered into the field incorrectly by agent, 2. perk has been previously used, 3. perk is not associated with the correct member profile, 4. perk has a canceled status (new perk number would have been sent to member), 5. perk has expired. **We are working to add custom messages to be returned when receiving an invalid perk, but for now if the Hello Rewards Free Night rate does not return, it means the perk is not valid**
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 5
S.O.P. – Hello Rewards Stay Perk Redemption Hotel Processes: Revenue Management & Distribution Process for hotels to follow for Revenue Management and Distribution of HRFREE, HRBDAY1, HRBDAY1, HRBDAY3 Accounting process and the process for Front Desk Agents to follow to complete the free night stay
1. Hello Rewards Perk Rate Codes need to be categorized as a rate code in OPERA PMS for which a rate code level restriction can never be assigned. The only time this rate code should not be available is if the HOUSE is not available. a. In very much the same way, a hotel should not be able to change the rate category association of HRFREE, HRBDAY1, HRBDAY2, HRBDAY3 in the Rate Code Rate Header tab; the same controls should be in place to prevent restrictions at the rate code level. 2. Every room type should be loaded in the Standard and Premium room classes. We do not want a hotel to artificially limit availability by controlling room type counts or the room types associated with Hello Rewards Perk Rates. 3. If a hotel is forecasting 90% occupancy or higher from Duetto, or has 90% occupancy on the books, Hello Rewards Perk Rate Codes should be closed by either Duetto or OPERA PMS automatically. 4. A maximum of 10 rooms should be available of the Hello Rewards Perk Rate Codes that a hotel has for any particular arrival date. If a hotel has 10 reservations reserved at the Hello Rewards Perk Rate codes for Thursday, January 15, the Hello Rewards Perk rate codes are no longer available. If they have 9 OTB for Thursday, January 15, the rate is open, but only for 1 more room.
Please review how to set up the automation of the 2 conditions in the PMS using Rate Strategy. Opera PMS: SetupConfigurationRate ManagementRate Strategy Times Sold Reach 10
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 6
S.O.P. – Hello Rewards Stay Perk Redemption Close at 90% occupancy
This needs to be completed for all hotels, regardless of activation on RMH Please ensure any restrictions set outside of the above strategy are removed and the rate strategy conditions set up in the PMS Audits will be conducted centrally on a regular basis and any restrictions outside of the brand standard will be automatically lifted by the Global Reservation Office, as we will be reporting and monitoring against this information.
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 7
S.O.P. – Hello Rewards Stay Perk Redemption Accounting for Opera PMS Properties – 1. All free night stay reservations using HRFREE and HRBDAY3 must have the room and tax cost routed to the HR1218 – Hello Rewards AR account to receive credit
2. A report will automatically be run within the Corporate Office, of all free night perks that have been sent out and their status (issued, consumed, canceled etc) a. Based on that report, RLHC Accounting will credit each property for each night they had a reservation consumed with a free night stay perk (HRFREE, HRBDAY3) for the month prior. i. Example: January 1 through January 31
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 8
S.O.P. – Hello Rewards Stay Perk Redemption b. This credit will show as a single amount and details of specific reservation details will be listed within SharePoint for accounting to review with their AR accounts and remove credited reservations. c.
Each night will be credited at the rate of $35 plus tax.
d. Properties will see credit within 30-45 days i. Example: If dates reviewed are January 1 through January 31, accounting will process several business days into February and property will see credit by the end of February or early March. e. Properties will assume the cost of the BOGO night (2 nd night free birthday offer) as the first night will be booked at a premium equal to DAILY. HRBDAY1, HRBDAY2 will not be charged back to the program via an AR account.
Accounting for Non-Opera PMS Properties 1. All free night stay reservations using HRFREE, HRBDAY3 should be routed to the Hello Rewards AR account in your on property accounting process for your own reimbursement tracking. 2. A report will automatically be run within the Corporate Office, of all free night perks that have been sent out and their status (issued, consumed, canceled etc) 3. RLHC will provide credit for the reservations listed on our free night perks reports. This credit will show as a single amount and details of specific reservations will be listed when you are sent reimbursement. You can compare this to your own AR tracking. 4. Each night will be credited at the rate of $35 plus tax. 5. Properties will see credit within 30-45 days a. Example: If dates reviewed are January 1 through January 31, accounting will process several business days into February and property will see credit by the end of February or early March. b. Properties will assume the cost of the BOGO night (2 nd night free birthday offer) as the first night will be booked at a premium equal to DAILY. HRBDAY1, HRBDAY2 will not be charged back to the program via an AR account.
RLHC Contact: Brigette Pence, Director of Relationship Marketing [email protected] T (509)-850-6955
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 9
Hello Rewards Stay Perk Redemption Program Summary: Below is the process in which different departments should follow when a Hello Rewards member has called in to redeem their stay perk. Members can redeem their Hello Rewards Stay Perks via the Call Center only.
Objective: To provide all associates process information on how a member redeems their free night stay perk and what procedures need to happen to ensure the complete and accurate cycle to allow properties to receive payment for redeemed free night stays.
Types of Stay Perks: Hello Rewards Free Night Perk - Issued after every eligible 7th stay (consumed) – Rate Code HRFREE Hello Rewards Birthday 1 - BOGO – Issued 30 days prior to member DOB on record – Rate Code HRBDAY1 Hello Rewards Birthday 2 - BOGO + Breakfast – Issued 30 days prior to member DOB on record – Rate Code HRBDAY2 Hello Rewards Birthday 3 – Free night – Issued 30 days prior to member DOB on record – Rate Code HRBDAY3
Procedure: Terms of all Stay Perks:
Members will have access to their perk through their online member portal The member portal will show all previously sent perks and their status (redeemed, canceled, lost) Additional nights can be booked when using a stay perk, however they MUST be booked within a separate reservation Perks being used are based on hotel’s availability Property specific cancellation policy applies Valid credit card is required to redeem stay perks Members may transfer their perk to another Hello Rewards member, but the member with the perk MUST be the person calling in to book. Members will not be able to book for another individual online. They HAVE to make contact with the call center Reward reservations must be made at least 24 hours in advance of the stay and member must notify agent at the time of booking that they would like to use their available perk
Terms of Hello Rewards Free Night Perk:
Free night perks are issued after every 7th stay has been completed and is sent directly to the email on file for the HR member Perks must be used and stay must be consumed within 1 year of their issued date and cannot be reissued if not used within that timeframe
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 1
S.O.P. – Hello Rewards Stay Perk Redemption Terms of Hello Rewards Birthday Perks:
Birthday perks are issued 30 days prior to the members DOB on record and are valid for 60 days after their DOB. Perks must be used and stay must be consumed within 60 days their issued date and cannot be reissued if not used within that timeframe
Note: If a guest arrives on property with a perk they would like to use, it is at the properties discretion whether they will allow the perk to be used on day of arrival. If the property has room available, it is strongly encouraged that the property accommodates the member. The reservation MUST be booked using the APPROPRIATE rate code with the AR account associated to receive credit for a free night. The property must also enter the Perk number and information into the comments of the reservation so that the perk can be tracked appropriately and flagged as used.
Reservation Procedure: Process that agents should follow when a Hello Rewards Member calls to redeem their stay perk
1. Member contacts call center and should provide property and dates they would like to book and informs agent that they have a free night stay perk that they would like to utilize for this stay. 2. Agent enters all property data requested by member and will perform a guest look up. Agent must look up a guest profile with an HR membership. (This MUST be the membership that the voucher was issued from otherwise an error will occur) **VOUCHER field does NOT exist in top-level search as seen below**
If agent checks availability and enters voucher/perk number but does not perform a guest lookup, agent will receive following error
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 2
S.O.P. – Hello Rewards Stay Perk Redemption 3. Once general availability is returned, the voucher code field becomes available for agent to enter perk number provided by member. (showing general availability)
4. Once perk/voucher number is entered, click modify and perk rates will appear. Include the perk/voucher number provided into the comments field of the agent view portion of the reservation. (showing perk rates availability)
5. Choose room type they prefer and is available *Note the rate is suppressed only for perks specifically listed for 1 free night, as this rate amount is not to be disclosed to the guest. BOGO perks or other stay related offers may show a pricepoint, which should be disclosed to the guest.
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 3
S.O.P. – Hello Rewards Stay Perk Redemption
6. Complete reservation *Rate will show Suppressed in the reservation and confirmation as well only for vouchers specifically for 1 free night, as this rate amount is not to be disclosed to the guest. BOGO perks or other stay related offers may show a pricepoint, which should be disclosed to the guest. Reservation:
** If member would like to use their perk for someone else, they are able to do so through the call center. Please follow the below steps: 1. Follow steps 1 through 5 as outlined above 2. When within reservation screen, enter the name of the individual (1) checking into the reservation that the member would like to allow use of the voucher 3. Be sure to enter a first name and a last name in order for the Accompanying guest profile to be accepted in OPERA PMS
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 4
S.O.P. – Hello Rewards Stay Perk Redemption
If/Then Situations for perk bookings in the call center 1. IF after entering the perk number into the voucher field and the perk is invalid*, (no message will appear and general availability will be presented) THEN verify that the perk number provided and entered is the same and entered correctly. 2. IF after entering the perk number into the voucher field and the perk is invalid*, (no message will appear and general availability will be presented) THEN verify that the property has general availability and that is not why it is coming back invalid. 3. IF after entering the perk number into the voucher field and the perk is invalid*, (no message will appear and general availability will be presented) THEN verify with the member that the profile being used is the correct member profile associated with the perk. (reservation must be listed under the member’s name that belongs to the perk. See above process for details on making an accompany guest reservation) 4. IF after entering the perk number into the voucher field and the perk has already been used and therefore invalid*, (no message will appear and general availability will be presented) THEN verify previously mentioned possibilities above and verify status of perk within the CRM. 5. IF after entering the perk number into the voucher field and the perk is invalid* (no message will appear and general availability will be presented) AND all of the above mentioned processes have been checked and the member insists that the voucher should be available to use, THEN, until advised otherwise, escalate a claim ticket to [email protected] for review from Corporate Office. Please advise member that contact may not be returned immediately and may involve further research. Reward reservations must be made at least 24 hours in advance of the stay per our Terms and Conditions. IF the member is in need of a reservation over a weekend timeframe and agent receives an error, THEN offer to book a paying rate in the meantime to guarantee a reservation. **DO NOT make any guarantees about perk. This would include statements like, “the paying reservation will be refunded or valid once reviewed” ** 6. IF guest needs to modify the arrival date of an existing reservation booked with a voucher, this can be accomplished in override mode within Windsurfer
Key: *Invalid perks could mean; 1. perk number is provided incorrectly to agent or entered into the field incorrectly by agent, 2. perk has been previously used, 3. perk is not associated with the correct member profile, 4. perk has a canceled status (new perk number would have been sent to member), 5. perk has expired. **We are working to add custom messages to be returned when receiving an invalid perk, but for now if the Hello Rewards Free Night rate does not return, it means the perk is not valid**
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 5
S.O.P. – Hello Rewards Stay Perk Redemption Hotel Processes: Revenue Management & Distribution Process for hotels to follow for Revenue Management and Distribution of HRFREE, HRBDAY1, HRBDAY1, HRBDAY3 Accounting process and the process for Front Desk Agents to follow to complete the free night stay
1. Hello Rewards Perk Rate Codes need to be categorized as a rate code in OPERA PMS for which a rate code level restriction can never be assigned. The only time this rate code should not be available is if the HOUSE is not available. a. In very much the same way, a hotel should not be able to change the rate category association of HRFREE, HRBDAY1, HRBDAY2, HRBDAY3 in the Rate Code Rate Header tab; the same controls should be in place to prevent restrictions at the rate code level. 2. Every room type should be loaded in the Standard and Premium room classes. We do not want a hotel to artificially limit availability by controlling room type counts or the room types associated with Hello Rewards Perk Rates. 3. If a hotel is forecasting 90% occupancy or higher from Duetto, or has 90% occupancy on the books, Hello Rewards Perk Rate Codes should be closed by either Duetto or OPERA PMS automatically. 4. A maximum of 10 rooms should be available of the Hello Rewards Perk Rate Codes that a hotel has for any particular arrival date. If a hotel has 10 reservations reserved at the Hello Rewards Perk Rate codes for Thursday, January 15, the Hello Rewards Perk rate codes are no longer available. If they have 9 OTB for Thursday, January 15, the rate is open, but only for 1 more room.
Please review how to set up the automation of the 2 conditions in the PMS using Rate Strategy. Opera PMS: SetupConfigurationRate ManagementRate Strategy Times Sold Reach 10
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 6
S.O.P. – Hello Rewards Stay Perk Redemption Close at 90% occupancy
This needs to be completed for all hotels, regardless of activation on RMH Please ensure any restrictions set outside of the above strategy are removed and the rate strategy conditions set up in the PMS Audits will be conducted centrally on a regular basis and any restrictions outside of the brand standard will be automatically lifted by the Global Reservation Office, as we will be reporting and monitoring against this information.
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 7
S.O.P. – Hello Rewards Stay Perk Redemption Accounting for Opera PMS Properties – 1. All free night stay reservations using HRFREE and HRBDAY3 must have the room and tax cost routed to the HR1218 – Hello Rewards AR account to receive credit
2. A report will automatically be run within the Corporate Office, of all free night perks that have been sent out and their status (issued, consumed, canceled etc) a. Based on that report, RLHC Accounting will credit each property for each night they had a reservation consumed with a free night stay perk (HRFREE, HRBDAY3) for the month prior. i. Example: January 1 through January 31
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 8
S.O.P. – Hello Rewards Stay Perk Redemption b. This credit will show as a single amount and details of specific reservation details will be listed within SharePoint for accounting to review with their AR accounts and remove credited reservations. c.
Each night will be credited at the rate of $35 plus tax.
d. Properties will see credit within 30-45 days i. Example: If dates reviewed are January 1 through January 31, accounting will process several business days into February and property will see credit by the end of February or early March. e. Properties will assume the cost of the BOGO night (2 nd night free birthday offer) as the first night will be booked at a premium equal to DAILY. HRBDAY1, HRBDAY2 will not be charged back to the program via an AR account.
Accounting for Non-Opera PMS Properties 1. All free night stay reservations using HRFREE, HRBDAY3 should be routed to the Hello Rewards AR account in your on property accounting process for your own reimbursement tracking. 2. A report will automatically be run within the Corporate Office, of all free night perks that have been sent out and their status (issued, consumed, canceled etc) 3. RLHC will provide credit for the reservations listed on our free night perks reports. This credit will show as a single amount and details of specific reservations will be listed when you are sent reimbursement. You can compare this to your own AR tracking. 4. Each night will be credited at the rate of $35 plus tax. 5. Properties will see credit within 30-45 days a. Example: If dates reviewed are January 1 through January 31, accounting will process several business days into February and property will see credit by the end of February or early March. b. Properties will assume the cost of the BOGO night (2 nd night free birthday offer) as the first night will be booked at a premium equal to DAILY. HRBDAY1, HRBDAY2 will not be charged back to the program via an AR account.
RLHC Contact: Brigette Pence, Director of Relationship Marketing [email protected] T (509)-850-6955
Confidential © 2016. This document is proprietary and may not be disclosed without written consent
Page 9
