Pre-Arrival Call Schedule
Pre-arrival calls must be completed daily by reviewing upcoming arrivals and completing the required confirmation attempts based on the timeline below.
Call Assignment
All pre-arrival calls will be divided among the Customer Service/Reservations staff, OPC locations, and WC Front Desk each day to ensure all required calls are completed in a timely manner.
All pre-arrival calls will be divided among the Customer Service/Reservations staff, OPC locations, and WC Front Desk each day to ensure all required calls are completed in a timely manner.
14 Days Prior to Arrival
Attempt one for a pre-arrival call to confirm the guest is still traveling and to verify the details of their stay.
Attempt one for a pre-arrival call to confirm the guest is still traveling and to verify the details of their stay.
7 Days Prior to Arrival
Second attempt if the pre-arrival call has not yet been completed.
Second attempt if the pre-arrival call has not yet been completed.
72 Hours Prior to Arrival
Third and final attempt. If the pre-arrival call is not successfully completed by the end of the day, the reservation will be cancelled out with all lodging, shows, and vendors and then open-dated due to lack of confirmation.
Third and final attempt. If the pre-arrival call is not successfully completed by the end of the day, the reservation will be cancelled out with all lodging, shows, and vendors and then open-dated due to lack of confirmation.
Reservations Made Within 14 Days of Arrival
Any reservation made within a 14-day window of the arrival date will be considered a completed pre-arrival confirmation, and no call attempts are required.
Any reservation made within a 14-day window of the arrival date will be considered a completed pre-arrival confirmation, and no call attempts are required.
No Answer Procedure
If a pre-arrival call attempt is made and the guest does not answer, a voicemail must be left, followed by a confirmation email and text message sent to the guest requesting call back at earliest convenience and if they don't we will be cancelling their package out if we haven't confirmed everything 72 hours out from arrival.
If a pre-arrival call attempt is made and the guest does not answer, a voicemail must be left, followed by a confirmation email and text message sent to the guest requesting call back at earliest convenience and if they don't we will be cancelling their package out if we haven't confirmed everything 72 hours out from arrival.
Returned Calls
If a guest returns a pre-arrival call and the representative who originally attempted the call is currently working, the call should be transferred to that representative. If the representative who made the original attempt is not working, the representative answering the call must complete the pre-arrival confirmation with the guest.
If a guest returns a pre-arrival call and the representative who originally attempted the call is currently working, the call should be transferred to that representative. If the representative who made the original attempt is not working, the representative answering the call must complete the pre-arrival confirmation with the guest.
So starting today we will call all orders scheduled to come in 14 days from today, and we will do that each day moving forward. Once we get to next Friday we will call 14 days out and 7 days out. Then once we get to Tuesday 4/7 we will add the 72 hours out. And from that day forward every day PACs will be calling all arrivals 14 days-7 days-72 hours out.
If that is confusing and you need clarification come find myself, Justin, Misty, Alexis, or Miguel and we will coach you through it.
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