routines - individual booking - cenium 6

Nordic Choice HotelsFrederik Stangs gate 22 -24, 0264 OsloPostboks 2454 Solli, 0201 Oslo__________________________________________________________________________

Individual Booking

Nordic Choice

__________________________________________________________________________

1 Booking Information........................................................................................................5

1.1 What...........................................................................................................................5

1.2 Why............................................................................................................................5

1.3 How............................................................................................................................5

2 Company Card/Travel Agents.........................................................................................6

2.1 What...........................................................................................................................6

2.2 Why............................................................................................................................6

2.3 How............................................................................................................................6

2.3.1 Link a reservation to a Company Card................................................................6

2.3.2 Request a new Company Card...........................................................................7

3 Reservation Source.........................................................................................................7

3.1 What...........................................................................................................................7

3.2 Why............................................................................................................................8

3.3 How............................................................................................................................8

4 Guarantee bookings........................................................................................................8

4.1 What...........................................................................................................................8

4.2 Why............................................................................................................................8

4.3 How............................................................................................................................8

4.3.1 Guarantee by NCC membership level................................................................8

4.3.2 Guarantee by credit card.....................................................................................8

4.3.3 Guarantee by Company......................................................................................9

4.3.4 Guarantee by invoice confirmation......................................................................9

4.3.5 Set guarantee status...........................................................................................9

5 Nordic Choice Club..........................................................................................................9

5.1 What...........................................................................................................................9

5.2 Why............................................................................................................................9

5.3 How............................................................................................................................9

5.3.1 Ensure that benefits are delivered to NCC members..........................................9

5.3.2 Recruit new members.......................................................................................10

5.3.3 Bonus Withdrawal.............................................................................................10

6 Comments......................................................................................................................11

6.1 What.........................................................................................................................11

6.2 Why..........................................................................................................................11__________________________________________________________________________Opprettet av: Hanne Johnsen Side 2 av 23 document.docxSist endret av: Karoline Berg 10.08.2015

Nordic Choice

__________________________________________________________________________

6.3 How..........................................................................................................................11

7 Activity List.....................................................................................................................11

7.1 What.........................................................................................................................11

7.2 Why..........................................................................................................................12

7.3 How..........................................................................................................................12

7.3.1 Add a new activity to the right department........................................................12

8 Allotment........................................................................................................................12

8.1 What.........................................................................................................................12

8.2 Why..........................................................................................................................13

8.2.1 Check remaining allotments..............................................................................13

9 Revenue Structure.........................................................................................................13

9.1 What.........................................................................................................................13

9.2 Why..........................................................................................................................14

9.3 How..........................................................................................................................14

10 Override......................................................................................................................15

10.1 What.........................................................................................................................15

10.2 Why..........................................................................................................................15

10.3 How..........................................................................................................................15

10.3.1 Yield override....................................................................................................15

10.3.2 Price Override...................................................................................................16

11 Promotion Code.........................................................................................................17

11.1 What.........................................................................................................................17

11.2 Why..........................................................................................................................17

11.3 How..........................................................................................................................17

12 Add Ons......................................................................................................................18

12.1 What.........................................................................................................................18

12.2 Why..........................................................................................................................18

12.3 How..........................................................................................................................18

13 Waiting List.................................................................................................................18

13.1 What.........................................................................................................................18

13.2 Why..........................................................................................................................19

13.3 How..........................................................................................................................19

13.3.1 Waiting List priority............................................................................................19__________________________________________________________________________Opprettet av: Hanne Johnsen Side 3 av 23 document.docxSist endret av: Karoline Berg 10.08.2015

Nordic Choice

__________________________________________________________________________

14 Confirmations.............................................................................................................20

14.1 What.........................................................................................................................20

14.2 Why..........................................................................................................................20

14.3 How..........................................................................................................................20

14.3.1 Sending Style Sheets........................................................................................20

14.3.2 Send a confirmation by SMS.............................................................................21

15 Deposit........................................................................................................................21

15.1 What.........................................................................................................................21

15.2 Why..........................................................................................................................22

15.3 How..........................................................................................................................22

15.3.1 Register a deposit correctly...............................................................................22

15.3.2 Using the deposit function.................................................................................22

15.3.3 Post a deposit....................................................................................................22

__________________________________________________________________________Opprettet av: Hanne Johnsen Side 4 av 23 document.docxSist endret av: Karoline Berg 10.08.2015

Nordic Choice

__________________________________________________________________________

1 Booking Information

1.1 WhatAccurate and correct booking information is the information we need to complete a booking reservation.

1.2 WhyBooking information is our first contact with a guest for a reservation. It is important that we have correct information in the booking process. Correct booking information ensures:

Better customer service because the hotels have correct information about our guests Correct statistics Information that gives up-sale opportunities Gives possbibilities for follow up (internal use) Security reasons, fire safety We need to have the right payment information in order to ensure that we get paid for

the booking.

1.3 HowThe following information is required to complete a reservation:

Chapter in document

Guest name, e-mail, phone numberContact name, e-mail, phone numberBonus card (Nordic Choice Club, Sokos Hotels or Coop) 5External reservation number for Third Party Channels (Coop, Booking.com etc.)Company card, if applicable 2Check that Rate Code is correct according to agreement 9Market Segment (automatically filled in, but needs to be checked when overriding)

9

Room requests? Add Ons? Follow up with Activity List 7/12If necessary, assign a room (handicap, pet, extra bed, view)Guarantee status (16:00, 18:00, 21:00, Guaranteed) 4Credit card information: Card number, Exp. mm/yy


Nordic Choice

__________________________________________________________________________

Ensure that all information is correct with the guest and confirm the details.

2 Company Card/Travel Agents

2.1 WhatAgreements between Nordic Choice Hotels and customers/partners are linked to Company Cards or Travel Agents. Company/Travel Agent Cards include information on rates and other terms and agreements that are to be applied when guests book hotel reservations.

2.2 WhyIt is important that hotel reservations are linked to the correct Company/Travel Agent Card to ensure that guests receive the correct rates, terms and conditions for their bookings. Correct link to cards also gives Nordic Choice Hotels correct information to have better statistics and customer insight.

For example: The information is used to analyze stay patterns, lead time, how agreements with customers are being used, how many bookings are being generated and re-negotiations of new agreements.

2.3 How

2.3.1 Link a reservation to a Company CardFind the company card with the correct information (address and company name). Company number, address and city are other parameters to be verified.

VERY IMPORTANT! Make sure the company card is linked to the right Parent Company.


Nordic Choice

__________________________________________________________________________

If the company card is not linked correctly, this needs to be taken care of immediately to ensure correct information next time this card is used. First, check Super Office for correct Parent Company, then add the company number to the Parent Company field. This is for statistical use. The Rate Code needs to be added in the Customer Contract Code field to be valid. The dates the Rate Code should be valid are added under Cenium > Cust. Contract Lines:

Super Office is where cutomer master information is stored and where it is to be updated and maintained. To be 100% sure the company card is correct, you can search for organization number here.

2.3.2 Request a new Company CardThe front desk/reservation should not add new company cards in Super Office unless they fully understand how this affects the Nordic Choice system. The responsibility for creating new company cards lies with the department manager.

See manual: Customer IMP

3 Reservation Source

3.1 What


http://wall.choice.no/Common/Sales/Documents/Sales%20Tools/SuperOffice/Guidelines%20Superoffice/CUSTOMER%20SEARCH%20AND%20IMPLEMENTATION.docx

Nordic Choice

__________________________________________________________________________

The definition of reservation source is simply the source of the booking. It indicates where the booking was made. Most reservation sourses are filled out automatically from CRS or GDS. An example of reservation source that needs to be added manually is when a booking is made with the IKEA agreement through HRS. HRS is the source of the reservation but the booking is made with the rates and agreements of IKEA. Reservation Source must not be used for local statistical purposes.

3.2 WhyReservation source indicates where the booking has been made and can be used for statistical purposes by the Profit and Distributions department, marketing purposes and commission.

3.3 HowThe only time you need to change it is when you need to manually handle bookings from external reservation sources (Hotelzon, HRS etc.).

4 Guarantee bookings

4.1 WhatThe customer leaves a guarantee (credit card, invoice confirmation) to guarantee the booking for arrival and payment in case of no show.

4.2 WhyAll bookings need to be guaranteed to ensure payment for all reservations and no shows.

4.3 HowIt is important to always inform the guest about the cancellation policy no matter what type of guarantee.

4.3.1 Guarantee by NCC membership levelSilver members can guaranteed the booking by the membership until 21:00 and does not require further guarantee. Set “guarantee status” to 21:00 and if the guest has not arrived at this time, follow up. If the guest is a gold or platinum member, the booking is guaranteed by the membership and does not require further guarantee.

4.3.2 Guarantee by credit cardGuarantee by credit card is the most common method. To make a credit card guarantee, press functions-create token (alt+u+c+c). Make sure to inform the guest about the cancellation policies and that their card will be charged in case of no show.


Nordic Choice

__________________________________________________________________________

4.3.3 Guarantee by CompanyIn some cases, a company can guarantee reservations for their employees as a part of an agreement either with NCH or the hotel. This information can be found in ratemaster or as a comment in the company card.

4.3.4 Guarantee by invoice confirmationGuarantee by invoice confirmation – If a company requests to receive an invoice for the stay, they must always confirm this directly with the hotel in writing. See guidelines for invoicing:

Credit Management

4.3.5 Set guarantee statusIn the reservation card you must add a guarantee status. The following are used in NCH:

Status Description16:00 Booking is not guaranteed and will be released at

16:0018:00 Some companies have release time 18:00

without guarantee. I.e HRS, Telenor. See Ratemaster.

21:00 NCC silver, gold and platinum bookings without other guarantee are released at 21:00

Guaranteed NCC gold and platinum bookings. Payment is ensured through guarantee

5 Nordic Choice Club

5.1 WhatNordic Choice Club is our loyalty program in Nordic Choice Hotels. A membership is personal and it is free of charge. Our guests receives points, benefits and qualified nights per stay. All information about Nordic Choice Club – www.nordicchoicehotels.com

5.2 WhyCorrect handling of NCC members and their personal benefits increases their loyalty to our hotels and gives our guests a better service experience. This also creates new marketing possibilities and new personalized offers.


http://www.nordicchoicehotels.com/

http://wall.choice.no/Common/Finance/Pages/Documents.aspx?RootFolder=%2FCommon%2FFinance%2FDocuments%2FCredit%20Management&FolderCTID=0x012000955F0C7BFF9A0F4D83B30E26F9BA807C&View=%7B7C78499E-3CCD-4D79-9EAA-E880E9326336%7D

Nordic Choice

__________________________________________________________________________

5.3 HowWhen you register the loyalty member card no. to the reservation, the system will automatically give or take points depending on the rate code used in reservation. When making a reservation with more than one room, do not book this with a guests NCC number. This can be added after the booking is completed.

5.3.1 Ensure that benefits are delivered to NCC members Ask for NCC number in correspondence before arrival or upon reservation Give an upgrade to our Platinum members to the next room category when you have

completed the reservation. (If the next room category is not available, try to solve the problem the best way you can “VIP, special view, top floor, free spa, etc.) Remember to always book the room category they pay for, and upgrade AFTER the reservation is complete.

If a guest contacts the hotel for missing points you should check the points given in Loyalty Overview. If the bonus points has not been given correctly, add points from the reservation card for the date in question. Also inform your department manager. There might be an error in the setup that needs to be addressed.

If the guest is missing points from another hotel, ask them to either contact the hotel or the Customer Interaction Centre.

5.3.2 Recruit new membersAll guests who arrive/book at a Nordic Choice Hotels should be asked whether they have a Nordic Choice Club card, Sokos Hotels card or Coop member card. If they are not registered members, they shall be offered membership in Nordic Choice Club. The registration form has to be registered in Relation Plus as ‘New customer’ and in the Reservation Card under ‘View’


Nordic Choice

__________________________________________________________________________

+ ‘Add new CC member’ to ensure that the guest receives bonus points and benefits for current stay.

5.3.3 Bonus Withdrawal Bonus bookings should preferable be booked on choice.no/se or Customer Service, but can on special occasions also be booked directly by the hotel.

Make sure you know the difference between LVERDI and LVERD2.

LVERDI – automatic withdrawal upon arrival (when reservation is done directly to the hotel or by Customer Service)

LVERD2 – Bonus points are already withdrawn (when making bonus reservation on website or by Customer Service when points are overdue, “Be my guest” voucher stay, or if the member does not have the card available upon arrival)

NCC Manual Cenium 6

6 Comments

6.1 WhatComments in this chapter are information used by front desk/reservation. Comments that are to be followed-up by a specific department is explained in chapter on Activity List. The comment field can be found at several places in the system.

6.2 WhyHaving informative comments helps to ensure that agreements with guests are noted and are delivered when something is agreed upon with the guest. Note that this field can be read by different departments and users.

6.3 HowThe information in comments should be based only on facts and not personal opinions. Abusive language is NOT to be used.


http://wall.choice.no/Common/IT/Documents/Cenium/Cenium%206%20FAQ%C2%B4s%20and%20manuals/Cenium%206%20PMS/NCC%20Manual%20Cenium%206.docx

Nordic Choice

__________________________________________________________________________

This is to be used for internal use and all hotels should know short descriptions. These comments are not for follow ups, but for information only.

Example:

GTD on PM (Guarantee on paymaster) 3RISN (3 rooms in same name)

7 Activity List

7.1 WhatSpecial requests on a reservation card that needs to be followed up can be assigned to a specific department by using activity list.

7.2 WhyActivity List is to be used to ensure that the information reaches the correct department at the right time, and no tasks are being forgotten.

7.3 How

7.3.1 Add a new activity to the right departmentShort messages, for example: Late checkout, extra beds, allergies. Remember to assign the date for when the activity should be executed.

Small and medium hotels that do not use different departments for activity list – set department as blank.

Large and extra large hotels should sets a department when using activity list.

It is always possible to print the activity list without a department filter (blank) to get a list with all activities set for all departments.

Examples

Staying rooms, when a guest has two reservations and keeps the same room. – Housekeeping/Front Desk

Missing guarantee for the reservation and calling guest to confirm the booking. – Front desk/booking

Allergies, ex: food and no carpets in the room. – FnB/Front Desk/Housekeeping Requested room number/room ugrade – Front desk

If you have request messages on activity list to housekeeping you can add Service Requests with Housekeeping Service Codes instead. For setup ask your department manager.

8 Allotment__________________________________________________________________________Opprettet av: Hanne Johnsen Side 12 av 23 document.docxSist endret av: Karoline Berg 10.08.2015

Nordic Choice

__________________________________________________________________________

8.1 WhatAllotments are created for customers with a set number of rooms held on a special contract rate on specific dates (mostly leisure agreements and Travel Agents).

Travel Agents and others who wish to create allotments at a specific hotel do so because they need to ensure that the room is available for booking before they sell the room in their own channels.

Nordic Choice Club Gold and Platinum guests have an allotment on the destination controlled by the Customer Interaction Center (CIC) and there is no limit for these guests on a destination. Many hotels choose to make a local allotment for these rooms to ensure capacity.

For info: In addition to Nordic Choice Club allotment the CIC has their own allotment (LALLOT). They have 2 rooms per day with 48 hours release and this is booked by CIC. This allotment does not have to be made as a local allotment, because it is only bookable through CRS.

The hotel and/or the Profit and Distributions department can apply for close out days and this is when the hotel is already fully booked for a specific date a year ahead. This is done by Profit and Distributions or the Hotel Manager.

8.2 WhyNordic Choice Club allotment should be created as a buffer for the hotels. They can decide if they will add Nordic Choice Club allotments for all days or just those days they know allotment will be released from the Customer Interaction Centre. Central/Local allotment agreements should be created at the start of their allotment period. This will give the hotel a total overview in PMS general availability.

Confirmed allotments will be withdrawn from available rooms left to sell.

8.2.1 Check remaining allotmentsFrom the menu: Hotel Management > Backoffice > Contracts > Allotments

You can see the totalt amount of nights, booked nights and how many nights that have not been used.


Nordic Choice

__________________________________________________________________________

9 Revenue Structure

9.1 WhatIn order to set the right sales and marketing strategy, Profit and Distributions needs to know which mix of guests that stays in the hotel. This is done by assigning a Markets Segment to each reservation. These segments form a base for all prognoses and are extremely important for the whole company.

9.2 WhyBased on this information, Profit and Distributions will know which group of guests the sales team should put a focus on.

Market Segments are not just rate related, but also related to the lead time, booking- and stay behavior of the guests. Different hotels need different segment mixes in order to maximize the profit.

9.3 HowFor updated information concerning segments, see: Revenue Structure in Cenium 6

A new function in Cenium 6.0 where segments are visible and are easy to change before you confirm a reservation. The market segment is connected to the rate code and changes automatically if you change the rate code. NB – if you do an override, make sure you enter the correct market segment. For groups the market segment needs to be added/checked.


http://wall.choice.no/Common/IT/Documents/Cenium/Cenium%206%20FAQ%C2%B4s%20and%20manuals/Cenium%206%20PMS/Manuals/PMS%20Revenue%20Structure%20Manual.docx

Nordic Choice

__________________________________________________________________________

10 Override


Nordic Choice

__________________________________________________________________________

10.1 WhatIf the inventory denies you to make a reservation from Availability + Booking on a certain Room Category or overall, an override can be made to be able to make the reservation anyway. This is called a yield override. This override is not to be confused with the price override which is done to correct prices.

10.2 WhyOverrides may be necessary when you are certain the room needs to be taken from inventory e.g extra overbook on a room category or when exceptions are made from the rules set in the Rate/Room Scratchpad. ALL overrides affects the revenue structure.

10.3 How

10.3.1 Yield override

Tick in the box Override Yield. Press F6 to open the Override Ticket Codes and choose your preferred one. You will be forced to make a comment on why you have used an override. Then press Available Rates (F11) to modify your request.

10.3.2 Price OverrideIf the corrects rate does not appear in the availability + booking, always inform your manager so that the problem kan be solved before next time. To make a price override, you should add the override rate code (see revenue structure document) and then follow the procedure for yield override. Next you need to correct the price in “Stay details” in the reservation card.


Nordic Choice

__________________________________________________________________________

11 Promotion Code

11.1 WhatPromotion codes are created for offers and packages. CIC can book promotion codes and add ons.

Promotion codes have a new function where you can decide how many rooms are available for one promotion code and also decide what bucket level you wish to have on the codes.

Central packages that needs to be added as promotion code you will find in Campaign Summary.

11.2 WhyPromotion codes are being used for special events when the hotel offers discounted rooms. A promotion code can be marked with a market segment which generates statistics to the Profit and Distributions department.

11.3 HowNew functionality is that it is possible to set the number of rooms (PMS No. Of Rooms) that can be sold on this promotion code.


http://wall.choice.no/Common/Marketing/Pages/CampaignSummary.aspx

http://wall.choice.no/Common/Marketing/Pages/CampaignSummary.aspx

Nordic Choice

__________________________________________________________________________

It is important that all central promotion codes are registered with the same name on all hotels. Information about this can be found in the Campaign Summary.

When making a promotion code that is only valid on one hotel, it is possible to name it with a name the hotel finds suitable. IMPORTANT! The description of local promotion codes must always start with the hotel’s property code, i.e. “NO111 Sommerkampanje 2014”. This is to distinguish the local campaigns from the central campaigns.

12 Add Ons

12.1 WhatAdd ons is a function where you can add extra charges to a reservation or see the split of your packages, ie VIP packages, bottle of wine etc. This allows the guest to combine its own package and gives the hotel more possibilities for upsell. You can define if the add on is for sale on a specific day or a period.

12.2 WhyThis gives possibilities to create your own package, instead of building too many rate codes.

12.3 HowThe Finance Department does not want to use the function «add to package» in add on’s unless it is when making un upsell on accomodation. The guest should be able to see the extra charges on the reservation.

The cancellation policy for the add ons should be decided by each hotel and should also be specified on the Style Sheet.


Nordic Choice

__________________________________________________________________________

The add on can be posted on a specific day or on all days, depending on the add on.

The responsible department print an add on report every day.

13 Waiting List

13.1 WhatGuests on the waiting list will have their own booking confirmation number and the reservation will be visible in the “reservation overview”. The reservations will have orange color text.

A pop-up message will automatically be displayed when there is a cancellation in the same room category.

13.2 WhyThe new functionality with Waiting List has been made to make waiting list reservations more visible compared to other reservations. This pop-up feature is to serve as a reminder that the hotel has a reservation on waiting list that day.

13.3 How

13.3.1 Waiting List priority


Nordic Choice

__________________________________________________________________________

Each hotel is responsible for setting up which specific room category should generate a «popup» message when the room is being cancelled. In the Waiting List reservation card, there is a waiting list priority (1=High 2=Medium 3=Low):

1. NCC Platinum/Gold guests, regular guests, guests paying a high price, long staying guests, and guests already staying in the hotel or that are a part of a group.

2. Silver members and guests on contracted rates. 3. Blue members and non-members.

Waiting list reservations should be booked to room categories available in the inventory. Check PMS General Availability.

14 Confirmations

14.1 WhatHotels and Customer Interaction Center should always send a confirmation to guests by e-mail or text message. This is done right after the reservation is confirmed.

Confirmation letters has a new design in Cenium 6.0. They are now called Style Sheets and can be customized per hotel/brand.

14.2 WhySending a confirmation by e-mail and/or text message ensures that the guest and hotel have agreed on terms and conditions. The hotel will have documentation that there has been sent a written confirmation with agreed price, roomtype and date.

14.3 How

14.3.1 Sending Style SheetsHot-key for this is Shift + Ctrl + S.


Nordic Choice

__________________________________________________________________________

Sending a confirmation should be done right after a booking has been completed. You can add or remove information on your style sheets before sending it.

All new reservations should be confirmed with a style sheet, sent to the guest by email.

The Style sheet opens as a Word document, and must be sent as a PDF-file to avoid editing.

14.3.2 Send a confirmation by SMSThere is a new function in text messages where you can decide at what time to send a confirmation.

As an evening routine, the front desk should send an sms to all guests with mobile numbers one day before arrival before 9 pm as a reminder of their booking.


Nordic Choice

__________________________________________________________________________

15 Deposit

15.1 WhatTo pay in advance for a reservation you need to use the Deposit function in Cenium. This can be found from the reservation card or the checkout folio, but the most common is used from the reservation card.

15.2 WhyWhen hotels has a customer that wants to pay in advance for their own or anothers reservations.

15.3 How From the reservation card > Functions > Deposit or Refund credit card deposit.

When you take a Deposit, you will have to choose if it is a EFT transaction or not: YES = credit card NO = cash.


Nordic Choice

__________________________________________________________________________

15.3.1 Register a deposit correctlyTo register a deposit, the hotel would need the creditcard information for the client and then send a receipt (proforma) directly to the guest by e-mail. The Super Users need to give all users correct access in the setup before they can use deposit functions. The Super Users also needs to inform IT Servicedesk which citrix accounts(se000grey) that needs this functionality. Normally it´s only Front Desk accounts that has this access.

15.3.2 Using the deposit functionThe hotel can use deposit for guests that wants to guarantee a reservation by cash or creditcard. The guest can also upon arrival pay the whole stay by cash or creditcard through deposit function.

15.3.3 Post a depositWhen a hotel has made a deposit, a line in folio will be visible. This will automatically deduct the deposit amount from the charges for the reservation.


routines - individual booking - cenium 6

Documents

correct booking information

correct information

booking reservation

statistics information

whybooking information

booking information51

booking process

right payment information