This document contains training manuals and standard operating procedures for concierges. It includes chapters on guidelines for phone calls, sales processes like booking and discounts, escalation procedures, Cisco phone functions, and verifying information. Specific steps are outlined for tasks like transferring calls, checking missed calls, using do not disturb, verifying duplicates, making bookings, and processing payments. Inventory policies and situations like special occasions or difficult guests are also addressed. The document provides concise instructions and guidelines to help concierges successfully perform their roles.

1. Training Manual
And Standard Operating Procedure guide

2. Table of Contents
Training Manual Standard Operating Procedure
• Chapter 1. Guidelines
a. Phone Calls
b. Popping a Lead
c. Booking
d. Discounts
e. Sales Credit
f. Inventory
g. Special Occasions
h. Guest Situations
• Chapter 2. When to Escalate:
a. Guest Services Senior
b. Senior Sales Concierge
c. Management
• Chapter 1. Sales Force Layout
a. Layout 1
b. Layout 2
• Chapter 2. Cisco Phone:
a. Transfer calls
b. Missed calls
c. DND – Do Not Disturb
• Chapter 3. How to:
a. Verify duplicates
b. Make a booking
c. Use Authorize.net.

3. TRAINING MANUAL

4. a. Layout, part 1 p. 5
b. Layout, part 2 p. 6

7. a. Transfer Calls p. 8
b. Missed Calls p. 9
c. DND – Do Not Disturb p. 10

8. Transfer Calls
In order to transfer a call from one person to
another, you may do so by following the next
steps:
1. First press “xfer”. This will open a new
line to allow dialing.
2. Dial the number you wish to transfer to,
extension or phone number.
3. Once your caller has answered, please
advise them of the person you are
transferring, and then hit “xfer” again.
PLEASE NOTE: Do not cold transfer!
Step 1: Press xfer Step 2: Dial Number
Step 3: Transfer the call

9. Missed Calls
This is how you can check these and return to the
main menu.
1. In order to check for any missed calls,
simply press the button located under
the word “miss”.
2. Once the list appears, verify on hipchat
with other concierges, if the call has
been picked up by simply giving the area
code. If working alone, call the number
back immediately.
3. If all calls have been taken care of,
simply press the button located under
the word “cancel” to return to the main
menu.
Step 1: Press the button
under the “miss” message.
Step 2: A list of missed calls
will appear, press “cancel” to
go back to the main menu.

10. DND – Do Not Disturb
At the beginning, or end, of your shift, or
while on break, here are the steps to place
the phone on DND:
1. At the beginning of your shift, or when
coming back from break, you can
remove the DND status by simply
clicking the button located under the “-
dnd” wording.
2. At the end of your shift, or when going
on break, place the phone on DND by
simply pressing the button located
under the “dnd” wording. A message
“Do Not Disturb” will appear.
To place phone on DND.
To remove the DND
status on the phone.

11. a. Verify Duplicates p. 12-14
b. Make a Booking p. 15-18
c. Use Authorize.net p. 19-20

12. Verify for Duplicate Leads
It is important to remember that the company receives hundreds of leads a day. Some end up being duplicates from
different sites. Please always verify the duplicates before working on the lead you popped.
1. If you find a lead with same dates and room type, please Merge them.
2. If the dates are somewhat different or the room type is different, please Reassign to the appropriate
concierge.
3. If the dates are completely different, you may work on this lead.

15. Make a Booking
In order to make a booking, there are a few steps to follow. At this point, a search for duplicates should have been and you are ready
to press that “convert” button located at the top of your page. Once you do so, a new page appears that allows you to: 1. Create a
new account, or 2. Attach to an account. Be sure to attach new vacations to an existing account if the account holder is the same.
Once in the account, scroll down to vacations or click on vacations to take you to the list of vacations. Click on the vacation you
converted. Fill in the information, such as points and deposit amount. Be sure to read the SOP for deposit amounts and special
cases.
Once the information has been inputted and updated, call your guest (or email if no phone number was provided). If they are ready
to book, fill out the required information in the bank account & credit card details section. Advise Inventory on HipChat of your
booking. Advise your guest that they will receive an email confirming their reservation. Make sure to send the Deposit Receipt
email, or Final Payment email if the full payment was required.
Be sure to check the SOP for additional information. Found further in the manual.

19. Authorize.net
The Authorize.net payment system is only to be used if the Sales Force payment system is down. If
you process a payment through Authorize.net, please inform Guest Services on HipChat so they can
add the payment manually into the vacation or add it yourself if you have been shown how.
Just like a payment processed in Sales Force, please inform Inventory as well on HipChat of a
processed payment so they can proceed in booking the appropriate room.
REMINDER: When processing a payment on Authorize.net, please input the following
information in the Invoice and Description boxes:
Invoice: Deposit/Full – Concierge Name
Description: Guest Name/Resort/Unit Type/Check in Date/Number of Nights

21. The End.

22. STANDARD OPERATING
PROCEDURE

23. a. Phone Calls p. 24
b.Popping a Lead p. 25
c. Booking p. 26
d. Discounts p. 27
e. Sales Credit p. 28
f. Inventory p. 29
g. Special Occasions p. 30
h. Guest Situations p. 31

24. a. Phones Calls
The following steps are just guidelines to assist you in handling phone calls:
• When answering an incoming call, state the company’s name and your name, as well as ask for the Guest’s name.
“Thank you for calling Vacation Strategy, my name is (concierge name). Who do I have the pleasure of speaking with?”
• Once you get the guest’s name, offer your services.
“Thank you, (guest name). What can I assist you with?”
• If you find the guest in Sales Force, and it is your lead, you can handle it. If not, advise the guest you will transfer them to their Concierge.
“Your concierge, (concierge name), is available to discuss the options available for you. Could I place you on a brief hold while I get you transferred? Thank you.”
Transfer the call.
• When answering a transfer call, thank the guest for holding and state your name, as well as offer your service.
“Thank you for holding, my name is (concierge name). How can I assist you today?”
• If you are transferring the call, always check in HipChat if the Concierge is available before trying to transfer. If the concierge is available,
dial their extension, wait for an answer, then transfer. Never cold transfer. If the concierge does not answer you within 30-60 seconds, the lead
becomes yours to handle.

25. b. Popping a Lead
When popping a lead, it is important to only pop one lead at a time, and work on one lead at a time to allow everyone a
fair chance at “Yes” leads. Do not mark your lead as “Contact Attempted Made” in order to pop more leads and work on
these later.
• Once a lead is popped, please make sure to verify for duplicates.
• If the lead has the same dates and room type, do not reassign. Simply merge the lead.
• If the lead has somewhat similar dates or a different room type, please reassign the lead to the appropriate
concierge.
• If the lead has entirely different dates or resort, you may become the owner of this lead, and take care of it
yourself.
Please note that if a Concierge had a previous lead, and it is more than 30 days old, you become the lead owner and
guest in question.

26. c. Booking
The following steps must be respected when it comes to booking a reservation.
• When a reservation is $1,000 or less, the deposit will be $150.
• When a reservation is $1,000 or more, the deposit will be $300 or 10% of the booking, whichever is greater.
• When booking a reservation 30 days from arrival, please make sure to take the full payment.
• If the booking is within 20 days of arrival, the sale is final. Full payment is expected and cancellation is voided.
• Please make sure to remind our guests of our Cancellation policy and when final payment will be due.
• Always make sure to send the appropriate email. Deposit Receipt email when a deposit was taken, a final payment
receipt when full payment was taken.
• In the event of a final sale, there are no final sales templates, therefore we recommend copy-pasting the final payment
receipt in a blank email, remove the cancellation policy and add a note that the sale is final and cannot be refunded.

27. d. Discounts
There are times when a guest will request a discount. If so, please follow these rules when it
comes to discounts:
• If a guest requests a Military discount, or any other discount, 5% may be permitted. Do
not offer these, unless they request it.
• All returning Guests are eligible for a 5% discount.
• If a guest is interested in a small unit, and a larger unit is available, a 5% discount may be
applied to their stay to appeal to them.
• Any discount larger than 5% to seal the deal, must be approved by Ashley, Todd and/or
Oways.

28. e. Sales Credit
When booking a guest, in the following situations will you be permitted to receive credit for the sale:
• You booked a guest over the phone. Place your name in the RepCom section.
• If you have spoken to your guest, and the guest book that same day or within a few days online, Guest Services
may place the sale in your name in the RepCom section. When in doubt, confirm with Manager Ashley Scully.
• If it is another Concierge’s lead and you book them over the phone, it becomes your sale and your name is to
be placed in the RepCom section.
• If it is another Concierge’s lead, they spoke to them and you have spoken to them, and they book online, please
check with Manager Ashley Scully for crediting purposes.

29. f. Inventory
• When checking for Inventory, please refer yourself to “The Rental Inventory”. This can be found by simply making a search in Sales Force. We suggest
to organize the Inventory by clicking on “check in date” which will then place the entire Inventory in order, with Resorts in alphabetical order.
• We recommend to check this place, first, when you cannot find availability in the live system of Wyndham.
• If you find availability, and the stay is longer than what the guest needs, you must verify with Todd and/or Oways in HipChat if you can sell the
partial time needed. Do not sell this without their approval. If approved, please make a notation in the vacation: “guest only needs x number of
nights”.
• We also ask you to not refresh your Inventory, but rather reload the entire page by searching for the Inventory in it’s entirety. There have been times when
Inventory was sold but still appeared in the Inventory when the page was simply refreshed.
• If “The Rental Inventory” does not have Inventory, and the Live System is full, your next step will be to check Adam’s Inventory. The updated file
can be found in the Files section, under “View All Files”, of Sales Force. When selling Adam’s inventory, it is important to ask for a $200 deposit, advise
the guest we will know within 24 business hours if the room is available, full payment is required upon approval of room availability and that their room
becomes non-refundable. If the room is not available, their deposit of $200 is refunded.
• You may also consider placing the guest on a Waitlist, but clearly advise them that there is a possibility that this may not become available. When in doubt,
ask Todd and/or Oways for their opinion of possible openings for the time the guest is requesting.

30. g. Special Occasions
In the event of a Special Occasion, please make sure to notate the occasion in
the reservation under the appropriate section, located under Vacation Details.
Please make sure to send a Private Message to Melanie on HipChat to give her
the guest’s name.
If you feel like that a Guest deserves a special treat from our Company, but it is
not for a special occasion, please do let us know so we can recognize our
valued members.

31. h. Guest Situations
We understand sometimes that Guests can be frustrating and demanding, we truly appreciate the
effort you put into making the guest feel appreciated. It is important to take ownership of the
situation at hand before handling it to the next available person.
When a guest displays any anger or frustration, let them vent and evacuate any anger built up of
the situation. Listen for cues and words that could hint at what the situation might be. Once the
guest is done, acknowledge that you understand their situation and will try to your best ability to
resolve this. If you can offer a solution, please do so. If you have a solution, but feel you need
approval, simply contact Ashley via HipChat to request her approval.
If the guest still isn’t satisfied with the situation, you can escalate to the appropriate Senior in
charge. If you cannot reach someone immediately, advise the guest that you will personally seek
assistance and call them back as soon as you receive an answer. Ask to confirm their phone
number, and that you will either call them or a Senior or Manager will.

32. a. Guest Services Senior p. 33
b. Senior Sales Concierge p. 34
c. Management p. 35

33. a. Guest Services Senior
Senior Guest Service: Megan.
Extension: 314.
In the event of a Guest Service issue:
• You have tried your best in resolving a Guest issue, for whichever reason.
• The guest is not pleased with your offers due to displease with a Resort.
• The guest is not satisfied with your responses and demands a Manager.
Please transfer your call to Megan for further assistance.

34. b. Senior Sales Concierge
Senior Sales Concierge: Yacoob.
Extension: 303.
In the event of a Sales issue:
• The guest is upset in regards to the handling of a Sale.
• The guest is not satisfied with pricing, discounts or offers.
• The guest is not satisfied with your responses and demands a Manager.
Please transfer your call to Yacoob for further assistance.

35. c. Management
Manager: Ashley Scully.
Extension: 310.
In the following situations will you transfer to a Manager:
• An owner calls in and has issues that need to be discussed.
• A Guest Services Senior or Senior Sales Concierge is not available.
In the event, you cannot reach a Manager, advise the Guest or Owner you will
leave a message for the Manager to address the situation at their earliest
convenience.

36. The End.