CS Email Action and Response Protocol

Direction:

Locate and click the tab at the top that best fits the email subject from CXone
Read the table from Left > Right
Scroll down to view the entire table
1. Locate the subtype or specific request being made in the body of the email
2. Follow the action steps based on the subtype/request
3. Respond as directed based on the steps you followed

Preference Requests Amenity Requests Special Requests Contact Us Form | Personal Outreach Internet Bonus Time Res Created Same Day Internet Bonus Time Res Created Internet Owner Week Reservation Created Customer Requested Reservation Cancellation Owner Update Tour Contact Request Amazon: Order Confirmation | Shipping & Tracking Details Spam | Advertisements

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	dependent on email content
Dog Friendly	accommodate dog-friendly > lock unit > refresh Dog Info note	reply	“Dog-Friendly Secured” template
	*if unable to accommodate: add “Quoted NOT in DF” note	CALL FIRST > if lvm, reply	“Dog-Friendly Unavailable” template
Pure Unit	accommodate pure unit > lock unit > add Do Not Move note > delete Res Pref note	reply	“Pure Unit Secured” template
	*if unable to accommodate: update Res Pref note with details	CALL FIRST > if lvm, reply	“Pure Unit Unavailable” template
ADA	confirm needs > accommodate ADA > lock unit > add Do Not Move note > refresh ADA Request note	CALL FIRST > if lvm, reply	“ADA Secured” template
	*if unable to accommodate: add RES PREFERENCE note with details	CALL FIRST > if lvm, reply	“ADA Unavailable” template
Preference(s)	accommodate preference(s) > lock unit > add Do Not Move note > delete RES PREFERENCE note	reply	“Preference Request” template
	*if not able to accommodate: update RES PREFERENCE note with details	reply	“Preference Request” template

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	dependant on email content
Amenities	Rollaway: add item to rate builder as a 1x $10 charge for check-in date rollaways not allowed in suites/studios Pack-n-Play: add item to rate builder for check-in date Highchair: add item to rate builder for check-in date (these items are notated in confirmation emails, no follow-up action required)	END EMAIL	N/A
Robes	2 robes are always placed in each room: -if requesting more through MyRes, no action necessary -if removing/adding more through general email add through “Res Profiles” on GC >>add “Robes Requested” note with # of additional robes (excluding the 2 already in unit)	END EMAIL	N/A
Additional Amenities	add requested items in “Add Amenity Request” note (delete Other Special Request note if applicable)	reply	“Res Amenity Request” template

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	dependant on email content
Special Occasion	add occasion to “Special Occasion” note > Optional: add neutral gift basket request	reply	“Special Occasion” template
early check-in request	place ARRIVAL INSTRUCTION note in reservation add content to note in all caps: “EARLY CHECK-IN REQUEST” (include estimated time of arrival) update Res Pref note to include: “*via cs email, advised to call FD prior to arrival but no guarantees with HK”	reply	“Early Check-In” template
late check-out request	add “Late Check-Out” note to reservation (property specific) update Res Pref note to include: “*via cs email, advised to inquire after check-in & $50 fee to do so but no guarantees with HK”	reply	“Late Check-Out” template
additional parking spot	update Res Pref note to include: “via cs email, advised # of spots available/unit size, no guarantees for extra, provided link to breckpark.com”	reply	“Overnight Parking” template
ski rentals	prior to sending template, include personal code/link for discount and commission	reply	“Ski Rentals” template
airport transportation	prior to sending template, include personal code/link for discount and commission	reply	“Airport Shuttles” template
Pref \| Amenity Requests	^see Pref \| Amenity Request tabs^	^see Pref \| Amenity Request tabs^	^see Pref \| Amenity Request tabs^

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	dependent on email content
GC login help	confirm username > reset password	reply	“Owner Portal Login” template
HOA \| mortgage \| resale	FW email to bgvarm@breckgv.com w/ courtesy note and signature	FW EMAIL	handwritten
checking availability: owner usage	Requesting specific set of dates AND you find availability? – BOOK IT!!! > send confirmation email and follow-up email with important disclosures Requesting a range of dates? – LIGHTLY research inventory > provide options over phone	CALL FIRST > if lvm, reply	“Owner Usage Availability Request” template
checking availability: rentals	LIGHTLY research inventory > provide options over phone	CALL FIRST > if lvm, reply	“Rental Availability Request” template
checking availability: interval	FW email to Exchange Support queue w/ courtesy note and signature	FW EMAIl	handwritten
II guest upgrade	none	reply	“II Upgrade Non-Owner” template
request to: rent owner usage	prior to adding “RC Request” note and initiating RC through GC: confirm exact details of Rental Contract Request (property, dates, size) > advise of all policies (signatures, 60/40 split, possibility of BT, etc)	CALL FIRST > if lvm, reply	“RC Request” template
request to: deposit owner usage	prior to initiating/finalizing deposit: confirm exact details of Deposit Request (property, dates, size, traditional/points) > check membership expiration (renew, if needed) > advise all deposits are final	CALL FIRST > if lvm, reply	“Deposit Request” template
activities: off-property	FW email to specific property’s concierge address w/ courtesy note and signature	FW EMAIL	handwritten
activities: on-property	FW email to specific property’s activities address w/ courtesy note and signature	FW EMAIL	handwritten
parking restriction	lift suspension at your discretion	reply	handwritten
Pref \| Amenity \| Special Requests	^see Pref \| Amenity \| Special Request tabs^	^see Pref \| Amenity \| Special Request tabs^	^see Pref \| Amenity \| Special Request tabs^

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten

	check: rates built > payment is taken *if rate builder is empty: add appropriate rates from bt rate cheat sheet and bt calc	END EMAIL	N/A
	*if payment has not been taken: reach out take payment \| if lvm > add READ ME FIRST NOTE w/ details	CALL FIRST > if lvm, reply	“BT Missing Payment” template
	if needed, consolidate multiple bt nights: 1. transfer folio 2. add “CXL Reservation” note & cxl res 3. extend/update rate builder on active res 4. add “Changed Reservation” note to res 5. send new confirmation email	reply	“Bonus Time Combined” template
Pref \| Amenity \| Special Request	if needed: accommodate dog-friendly/pure/ada; res preferences; amenities; special requests	^see Pref \| Amenity \| Special Request tabs^	^see Pref \| Amenity \| Special Request tabs^
	add “BT Check Audit” note indicating you went through the check-list

is the reservation in-house or complete?	no reply needed **need to combine bt?: if charges are posted, get assistance from VRD/manager to back-out folio and repost charges	END EMAIL	N/A

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten

	**FD team is auto-copied on these & should be on top of it BUT please review::
	check: rates built > payment is taken *if rate builder is empty: add appropriate rates from bt rate cheat sheet and bt calc	END EMAIL	N/A
	*if payment has not been taken: reach out take payment \| if lvm > add READ ME FIRST NOTE w/ details	CALL FIRST > if lvm, reply	“BT Missing Payment” template
	if needed: consolidate multiple bt nights 1. transfer folio 2. add “CXL Reservation” note & cxl res 3. extend/update rate builder on active res 4. add “Changed Reservation” note to res 5. send new confirmation email	reply	“Bonus Time Combined” template
Pref \| Amenity \| Special Request	if needed: accommodate dog-friendly/pure/ada; res preferences; amenities; special requests	^see Pref \| Amenity \| Special Request tabs^	^see Pref \| Amenity \| Special Request tabs^
	add “BT Check Audit” note indicating you went through the check-list

is the reservation in-house or complete?	no reply needed **need to combine bt?: if charges are posted, get assistance from VRD/manager to back-out folio and repost charges	END EMAIL	N/A

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| Delete	Reply: Template \| Handwritten
	check: correct usage applied > correct season/year booked	end	n/a
	if needed, combine consecutive owner weeks: 1. add “CXL Reservation” note & cxl second week res 3. extend first week res 4. add “Changed Reservation” note to res 5. send new confirmation email	reply	“Owner Week Combined” template
BOOKED BY THE OWNER: Pref \| Amenity \| Special Requests	accommodate dog-friendly/pure/ada; res preferences; amenities; special requests	^see Pref \| Amenity \| Special Request tabs^	^see Pref \| Amenity \| Special Request tabs^
BOOKED BY AN OR AGENT: pref \|amenity \| special requests	original booker is responsible for accommodating preferences; requested amenities; special requests 1. FW email to original booker as a reminder to accommodate, if needed 2. CC Jon C & Mitchell	FW	handwritten – Ex: Hello, Making sure this is still on your list! Thanks, [insert signature]
	add “Owner Week Audit” note indicating you went through the check-list	END EMAIL	N/A

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	refund BT reservation: refund CC / return Reward Dollars *in res and customer file; reference = res #	END EMAIL	N/A

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	book that tour!	CALL FIRST > if lvm, reply	handwritten

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	fw email to Jon Cass and Janna Polgar w/ courtesy note and signature jcass@breckgv.com jpolgar@breckgv.com	FW EMAIL	handwritten

Subtype – Request	Action Needed	Call \| Reply \| Both \| FW \| End	Reply: Template \| Handwritten
	none	END EMAIL **if it seems legitimate but want to avoid risk of opening an attachment FW EMAIL TO: INFORMATIONTECHNOLOGY@BRECKGV.COM	N/A **if FW to IT – handwritten