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Galileo Concierge Live! Hotel Changes in Representation: Switches and Clones
Presented by:Diane Bulger
September 13, 2007
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Agenda
> What are Galileo’s switch and clone procedures?
> How to avoid problems with the switch and clone request.
> How to check on your switch and clone requests.
> Why is my property not active?
> Property approval requirements
> Additional questions
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Hedna Guidelines
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Individual Property Switch
When a hotel property transfers from one chain code and to another.
1. A switch letter must be on property letterhead and come from an authorized employee at the property.
However, if the property is changing to another chain under the same representation company, it can be on either hotel property letterhead or representation letterhead.
2. The letter must be cc’d to the old chain’s representation company. A contact name for the old chain/representation company must be indicated.
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Name of the hotel
Address of the hotel
Name, phone, email and title of the hotel person authorizing the switchover
Date on which the switchover will take place
Name of the old chain/representation company
Name of the new chain/representation company
A contact name for the old chain/representation company
Property Letter
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Hospitality Solutions London 54 Perimeter Center East
Atlanta, GA 30213
Ms. Diane BulgerPerfect Property 123 Hampstead RoadLondon, GB W1A AAA
Dear Ms. Bulger,
Effective immediately, the Hospitality Solutions London Hotel at 54 Perimeter Center East in Atlanta, GA, 30213 will no longer be represented by theUtterly Happening (UH) chain. We will now be represented by the Perfect Property (ZQ) chain.
Sincerely,
John Smith John SmithHotel [email protected] 673-3825
cc: Utterly Happening, Reservations Manager
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Hospitality Solutions London 54 Perimeter Center East
Atlanta, GA 30213
Ms. Diane BulgerPerfect Property123 Hampstead RoadLondon, GB W1A AAA
Dear Ms. Bulger,
Effective immediately, the Hospitality Solutions London Hotel at 54 Perimeter Center East in Atlanta, GA, 30213 will no longer be represented by the Utterly Happening (UH) chain. We will now be represented by the Perfect Property (ZQ) chain.
Sincerely,
John Smith John SmithHotel Manager404 [email protected]
cc: Utterly Happening, Reservations Manager
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Cover Letter
The cover letter must include the following:
The current property number and chain code
The new chain code under which the hotel will be represented
Name, phone, email and title of the contact person at the new chain/representation company
Date when the switch is to be effective.
If want to have your own internal chain number, you need to specify. The default is the Apollo property number.
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Cover Letter
Perfect Property 123 Hampstead RoadLondon, GB W1A AAA
To Galileo:
The Hospitality Solutions London property (property UH 30003) will no longer be represented by the Utterly Happening (UH) chain effective immediately. The property will now be represented underthe Perfect Property chain (ZQ). Please clone the property.
Diane BulgerHotel Switch ManagerPerfect Property303 [email protected]
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Switch and Clone
Switch: the chain builds a brand new property and activates it on the switch date. Galileo hides the old property on that date.
Clone: the information moves from one chain to another. The new chain builds rules and releases for approval. If the property has all required data, it is activated the following day, on the actual switch date.
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Where to Send Switchover Requests
1. Fax switch letters to 800 291-1009 or 303 689-3899
2. Email documents to [email protected] mailbox.
The Subject line should indicate the email is a switch request.
The email address must show the email came from the property in question.
It should also contain a cover letter from the new chain/representation company.
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Switchover Time Frames
The standard time frame for hotel switches is 10 business days.
The property will be active on the 11th day if all data is present.
Exceptions:
1. Internal switch- property is moving to a chain under the same representation company. Internal switches can be done with a 3 day turnaround if requested.
2. Gaining chain secures an early release letter from the losing chain.
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Clone Example-Processing Time Frames
1. Chain sends documentation today requesting immediate switch. Supplier Desk sets up the clone to take place in 10 business days, which is September 27.
2. At midnight MT, September 25th, properties to be active on the 27th begin cloning to new chains.
3. The chain has 24 hours to update the property information such as adding rules. When their updates are complete, release for approval.
4. If all data is complete, the property will be approved that day (the 26th). After midnight mountain time, the property will be active under the new chain.
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Group Clones
When a chain is taking over representation of multiple properties from a single chain or management company, the following rules apply:
1. New chain will send an excel spreadsheet listing:
Apollo property number
Hotel name
Hotel address
Hotel phone Number
2. New chain will send a cover letter on management company letterhead advising they are taking over a number of properties, with a cc: to the losing chain, etc.
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Exception-Dual Representation
A new option is available for chains who wish to build their own properties where the property would be in our system under both chains for up to 30 days. Note: the property will NOT display under two chain codes on the same day.
Requirements:
1. The properties will have two different property numbers and two different chain codes.
2. Written acceptance from the hotel’s General Manager to ensure reservations made under both chains are provided equal care.
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UH30003 ZQ99999
Written approval must be obtained from both chains 45 business days prior to the schedule switchover date and submitted along with the property’s switchover request from the “gaining” chain:
1. A letter authorizing dual representation for a specified period not to exceed 30 business days from the Automation or Distribution department of the “Losing” chain on official company letterhead.
2. A letter authorizing dual representation for a specified period not to exceed 30 business days from the Automation or Distribution department of the “Gaining” chain on official company letterhead.
3. Full contact details, including the name, address, email and fax number must be included on each letter.
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Dual Rep Exception
4. The gaining chain will also send a cover letter containing:Current property number and chain codeThe new chain code which will represent the hotel
5. Up to 30 days before the switch takes place, the “gaining” chain can sell the new hotel from the date of the switch forward into the future. The “losing” chain may sell the hotel for dates until the switch is scheduled to occur but not beyond.
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Common Switch Problems
1. Losing chain is not copied in on switch letter
2. The cc: must include either a person’s name or title at the losing chain.
3. The effective date is sooner than 10 business days
4. Letter does not specify that it is an internal switch and that the new chain wants the property within 3 days
5. A letter is sent with a revised date of the switch but the letter does not indicate this is an updated request.
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Switch Problems
6. The losing chain is reportedly willing to give up the property early but does not offer an early release letter. Exception: if the property shows in a deleted status.
7. Chain says it wants to clone the property but does not want the rates cloned. Standard rates will always copy over when a clone is selected. However, you can specify that no multilevel rates be copied over.
8. Chain says it wants to use the same property number then builds a shell. If you are cloning a property, you should not build anything in the system.
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Switch Problems
9. Losing chain contacts Supplier Desk telling us to stop the switch because it is in violation of the contract. Hedna Guidelines say a switch can only be delayed or retracted by the property by sending a letter on hotel letterhead advising of the retraction.
10. Switch documentation has errors such as an incorrect Apollo property number or no property number. Please verify information in our system before sending the documentation.
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Print Spool
How can you help ensure that your switch or clone will take place as
requested? Check your HVMSGs in Print Spool within 7 days.
1. Access RoomMaster under the hotel chain code
2. GOTO – SPOOL
3. SOURCE ID: Type AP for Apollo, or GA for Galileo
4. REPORT ID: Type ADM
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Arrow on the report date you want, F4 to browse
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HVMSG Displays
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The chain losing the property also receives an HVMSG:
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Why is My Property Not Active?
The cloning process takes place overnight.
The property changes from one brand to the new brand at midnight mountain time.
The new brand needs to add rules and any missing information to the property.
Remember: rules do NOT clone. Our approval application checks the PRULE screen to ensure that a:
a. MOP Ruleb. Cancellation Rulec. Reservation Ruleare attached to the CHAIN or PRULE Screen.
EXTRA: The Extra Options Rule is checked to see if an age has been entered to qualify for a Family Plan.
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Why is My Property Not Active?
The PLOC Screen is missing data.
Page 1 must have transportation checked
Page 2 must have a property location checked.
The SHORT ADDR field must contain an address.
The AIRPORT Screen is missing data.
Page 1 must have transportation checked
Page 2 must have a property location checked.
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The PLOC or AIRPORT Screens are Missing Data
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Why is My Property Not Active?
Why would a property which was active previously be rejected when it is cloned?
1. Missing rules
2. Autoconnect has attached new airports to the property. The old chain did not fill in the required transportation or property location on those new screens.
3. The property approval application has been refined over the years. The property may have been approved years ago when requirements were different. Now we require a short address on the PLOC screen. Make sure that all data required for property approval is complete and then release for approval.
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Property Approval
Our property approval application runs every two hours.
To see if your property is approved, you can check the status screen.
Properties which have been reviewed will show that the screen was last changed by our property approval application:
LAST CHANGED BY PCPROPA ON 09/08/07 AT 01:35
If the property is rejected, the reasons for the rejection will be cited in the status line. If the number of reasons exceed 40 characters the text will be truncated and will not show:
REASON: PROPERTY AMENITY CHK-IN CHK-OUT PKEY-B
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Check Print Spool
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Reasons a Property Rejects
ADDRC The Script found a "," (comma) in a name or address field
ADDRESS The Address is missing "@" signs to separate fields
ADDRS The Script found a "/" (slash) in a name or address
AIRPORT Either an airport was not attached, or the Transportation or Location information is missing
AMENITY The Amenity screen has not been filled in
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Reject Reasons
CHK-IN/CHK-OUT Times information has not been entered at the Property level
CUBA Cuba is an embargoed country. Galileo is not permitted to distribute services in Cuba.
FAMILY PLAN The category has been selected on the Amenity screen, but is missing the matching information in the PKEY or does not have an age indication in the MAX AGE field of the Extra Options Rule.
MAIR The mileage entered on the Airport screen has not been changed from the default of 999.
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Reject Reasons
MEAL-PLAN There is a Meal Plan selected on the Amenity screen, however, the PKEY has not been filled in.
MLOC The mileage entered on the PLOC screen has not been changed from the default of 999.
PHONES A restricted "/" (slash) character has been found in a phone field
PK-Followed by the actual keyword name indicates a mandatory keyword has not been filled in.
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Reasons a Property Rejects
PLOC The PLOC screen is missing Transportation, Location or Short Address information.
PROPERTY An item was not selected on Page 2 of the Property screen to indicate the type of property. E.g. Hotel, Motel, All Suites, etc.
RES-RULE/CANCEL-RULE/MOP-RULE Indicates one, or all of these rule attachments are missing.
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Resources
Switch Procedures and Property Reject Meanings can be found on the Supplier Web Site: www.Galileo.com/Hotels
Also found on ASK Galileo
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You Ask?
What is….
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ASK Galileo
New on-line self service tool for suppliers…
Answers to your questions at your fingertips..
No need to call or email, just ASK Galileo!
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How to Contact Supplier Support
1. Send questions to: [email protected]
2. Call us at 800 677-2323 Option 1 or 303 689-3897
International number: 44 188 330 4726
3. Fax: 800 291-1009 or 303 689-3899
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Additional Questions?
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Thank you for joining today’s
Concierge Live session!
