artotel_less_arty_issues_v2_180910

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8 Channel distribution art’otel provides a CRS to process, store and transmit reservations. Rates, hotel information, package plans, etc. make up the hotel's reservation system database. Each hotel is responsible for ensuring that its database in the reservation system is complete and accurate. Hotels are assigned a channel distribution specialist in Dublin, a database supervisor in Singapore, or a hotel specialist in Omaha, depending on the location of the hotel. All hotels must present PPHE’s Distribution Department with an electronic copy of database worksheets at least one month prior to their opening date. A set of database worksheets can be obtained from this department. All hotels are required to make rate changes, package plans, and/or policy changes that affect the distribution channels’ sales efforts by using the CHW eXpress system. All rate changes will be active until future rate changes are made. Hotels must ensure that guests receive the room type, bed type and room rate that were confirmed to the guest through the reservation system. All room types must be listed as available for booking through all distribution channels. If a hotel has six or more rooms of a type, it must be sold through all distribution channels. If there are fewer rooms (specialty suites, accessible rooms), the room type must be available for sale in the reservation system, but an allotment on that room type should be used. It is the hotel's responsibility to manage inventory of these limited room types. Last room availability (LRA) LRA refers to those rates that cannot be closed out for yield management reasons. Rates contracted under LRA must be honoured until the hotel has no rooms left to sell. LRA rates enjoy the same availability as Rack Rates. If there are restrictions in place for Rack Rates, they will apply for LRA rates as well. Rate code names starting with the letter Q are rates with LRA. LRA is restricted to the room types associated to this rate code, meaning as long as the room type is available the contracted rate can be booked. Reservation transmission Rates, inventory and reservation transmission Rates & inventory Hotels must ensure that the hotel and Curtis-C are always selling the same rate. Do not have one set of rates enforced at Curtis-C level and another enforced at the hotel. All rates available at the hotel must also be available at Worldwide Reservation Services (WRS). Hotels must maintain a minimum of 18 months of valid rates and inventory in the reservation system. The reservation system is open for sale on all room types and rates unless restricted in Curtis-C Rates, room types and availability can be restricted each day. When you wish to restrict or close a rate, room type, or other availability, utilise CHW eXpress. Hotels must honour all existing and new reservations made through Curtis-C, the brand websites, Global Distribution Systems or other art’otel-approved channels. The transfer of reservation data through Curtis-C or other means may only be used by the recipient in compliance with art’otels and PPHE’s privacy policy (see Chapter 28). When a reservation, cancellation or adjustment is made, depending upon the property's approved operational method to receive reservations, Curtis-C will deliver that reservation to an approved property management interface (i.e., OXI, the Opera interface to Curtis-C). Additionally, the hotel may view guest arrivals via CSA or Web Reservation Delivery (WRD). Each hotel must maintain the approved PMS (i.e., Opera or Opera Express) that is interfaced with Curtis-C for receiving reservations. Hotels are responsible for ensuring that all hotel information in the reservation system is accurate. Hotels should maintain the OXI interface log and resolve any failed messages in a timely manner. NOTE: The OXI interface log purges messages after a specified number of days within the configuration of that interface. art’otel brand book –
9 C-DEF rate code This rate code is used for any reservation downloaded through the OXI where the rate code in Opera is not found. On a daily basis, the hotel must check all reservations made and replace the C-DEF rate code with the correct rate code. All reservations must include a confirmation number. Multi-room reservations will have one confirmation number must be provided to the guest, but will have a different eight-digit code on each multi-reservation to distinguish it as a multi-room stay for the property. In connection with a reservation, cancellation or adjustment, guest requests are entered into Curtis-C utilising special request codes to condense the information printed on each reservation. Hotels should use every effort to accommodate guest requests when possible. Special request codes are subject to change, but the current codes are: Special request codes AD CI ADJOINING ROOMS PREFERRED COT IN ROOM P4 PR QL RF RL SR T1 T2 UT V1 V2 WC WR WS WU LONG TERM PARKING PET IN ROOM QUIET LOCATION REFRIGERATOR ROLLAWAY SMOKING ROOM ONE-WAY AIRPORT TRANSFERS REQUESTED TWO-WAY AIRPORT TRANSFERS REQUESTED USA TODAY NEWSPAPER CAR/TRUCK RV/BUS WHEELCHAIR WRITTEN CONFIRMATION WALL STREET JOURNAL NEWSPAPER WAKE-UP CALL REQUESTED CR EC GS HF HM HS ID LF LO LV MV NE NS NT P1 P2 P3 CONNECTING ROOMS PREFERRED EARLY CHECK-IN GENERIC. SEE COMMENTS HIGH FLOOR PREFERRED HOLDING MULTIPLE ROOMS IN SAME NAME HIGH SPEED INTERNET ACCESS ID/CERT REQUIRED AT CHECK-IN LOW FLOOR PREFERRED LATE CHECK-OUT PREFERRED LOCATION VERIFIED MICROWAVE NEAR ELEVATOR NON-SMOKING NO TRANSFERS REQUIRED INDOOR PARKING OUTDOOR PARKING VALET PARKING The less arty issues –
Page 1 and 2: art’otel brand book The less arty
Page 3 and 4: 3 WE ART ART’OTEL. With art at it
Page 5 and 6: The less arty issues - 5
Page 7: 7 Distribution & reservation Distri
Page 11 and 12: 11 Online travel agents (OTAS) OTAs
Page 13 and 14: 13 Procedures must ensure that comm
Page 15 and 16: 15 Loyalty champions The hotel must
Page 17 and 18: 17 Early check-in/late check out El
Page 19 and 20: 19 Guest feedback tool To continuou
Page 21 and 22: 21 All entities that accept, store,
Page 23 and 24: 23 The hotel must implement and doc
Page 25 and 26: 25 Features per room type Art Room
Page 27 and 28: 27 Bed products specifications The
Page 29 and 30: 29 Bathroom terry specifications (u
Page 31 and 32: 31 Walkway lighting must be in good
Page 33 and 34: 33 In all contact with guests with
Page 35 and 36: 35 • Explanation of the specific
Page 37 and 38: 37 Dry sauna & steam room (where ap
Page 39 and 40: 39 Testing & maintenance All fire s
Page 41 and 42: 41 Key control All keys must be str
Page 43 and 44: 43 The hotel Reception area must ha
Page 45 and 46: 45 Bandwidth Shaping (manages the i
Page 47 and 48: 47 Hotel service optimisation (HotS
Page 49 and 50: 49 Art’otel engagement survey All
Page 51 and 52: 51 As required by local ordinances,
Page 53 and 54: 53 ‘Go Art’ training All new ar
Page 55 and 56: 55 Code of ethics Policy PPHE Hotel
Page 57 and 58: 57 Brand trademarks must not be use
Page 59 and 60:
59 Advertising All hotel advertisin
Page 61 and 62:
61 Supporting information: Web Shop
Page 63 and 64:
63 Tone of voice: The hotel must en
Page 65 and 66:
65 • Written schemes of examinati
Page 67 and 68:
67 Governance art’otel has an eff
Page 69 and 70:
69 ADDENDUM The art of service stan
Page 71 and 72:
71 1 Our style 4. Team Members alwa
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73 15. All public toilets are well
Page 75 and 76:
75 3. A Cloakroom facility is avail
Page 77 and 78:
77 11. Maintain a limousine/car tha
Page 79 and 80:
79 25. Call waiting guests and give
Page 81 and 82:
81 9 ‘Do not disturb’ 1. When t
Page 83 and 84:
83 11. Drawers and shelves in armoi
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85 4. Perishable amenities are refr
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87 7. Low-fat milk, yoghurt and che
Page 89 and 90:
89 18. Inform guests of DJ/music ev
Page 91 and 92:
91 8. Glass doors, mirrors, sills a
Page 93 and 94:
93 3. The guest is assured that the
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