New Associate Guide

1. " Thank you for calling Coushatta Casino Resort Reservations. This is _______ how can i assist you?"

2. " Do you have an Advantage Card with us?"

3. Ask the guest when they are looking to arrive and for how many nights

4. Check for recent or existing reservations

5. Check Availability and rates/comps

6. Go over availability and rates/comps

7. Ask how many adults and people under 21. (If booking Grand, everyone must be 21 and over.)

8. Verify full address

9. Ask when they will be arriving and let them know cheeck in is guaranteed at 4pm and check out is 11am

10. Ask for a cell # that they can be reached at

11. Type in source code

12. Enter to finalize reservation

13. Ask for a credit card to hold the reservation

14. Go over $50 refundable security depost, Resort Fee, and cancellation policy.

15. Type your notes/Make sure comps have a billing profile / Check (L) to make sure pricing looks correct

16. Go over entire reservation. (Arrival Date, Departure Date, Location, Room Type, Rates plus tax and fees / Comps and any special requests.)

17. Go over any other relevant information. (Dream pool, Dog fees, ect.) Note: the INN and RV have a $50 nonrefundable pet deposit, also for the RV park guest need to bring own pots/panks and forks

18. Give the guest their Confirmation #.

19 "Is there anything else i can assist you with?" 

1. Face of Reservation

A. Rate plan: Go to "modify to check rates for multiple nights. Make sure the rate plan matches the property. Correct rates that should be a coupon code, comp, or rates according to guest service notes

B. Source Code: Check that the correct source code is being used for the reservation

C. Credit Card: Check that a credit card has been added to all non-host reservations

D. Cell Phones: Check that a cell phone is added in the correct boxes.

E. Tax Exempt: Check that the correct tax codes are in the boxes

F. Segment: Check for the segment # in the T/W box

2. Billing Profile

A. Check that the correct comped dates are entered in the billing profile 

B. If the billing profile is missing ADD IT using the badge number of who comped the nights, this can be found in Display User *This includes host reservations.

3. Guest Services

A. Check for guest request/accepted room types

B. Check for quoted rates/comp

C. Check for request for specialty rooms

4. Host Reservations

A. Host reservations need to be checked for correct rates and billing profiles. If the billing profile is missing, add it by using the hosts badge number

CHECKING WORK IS TO FIX MISTAKES, NOT CALL PEOPLE OUT ON MINOR MISTAKES, WHICH EVERYONE MAKES.

DO NOT PRINT OUT RESERVATIONS UNLESS IT IS A MAJOR MISTAKE THAT NEEDS TO BE FIXED/INVESTIGATED BY A SUPERVISOR.

B - BINGO

C - CASINO

D - DOLLAR

F - FRIDAY

G - GOLD

H - HOTEL

J - JACKPOT

K - KING

L - LUCK

M - MONEY

N - NICKLE

P - POKER 

Q - QUEEN

R - ROULETTE

S - SILVER

T - TEXAS

V - VICTORY

W - WINNER

X - X-RAY

Y - YES

Z - ZEBRA 

TE or PH ( Telephone or Phone) - First night is a full rate or a non-segment based discount (Military, AARP, GoodRV.)                                                                                                                                                                                                        

CR (Casino Rate) - First night is a segment based discount ( Rates that start with 09-01)                                                                                                                                                                                                        

CC ( Casino Comp) - First night is comped through Rainmaker (Comp1-6)                                                                                                                                                                                                        

CO ( Coupon Offer) - First night is comped with an offer code                                                                                                                                                                                                        

MO ( Marketing Offer) - First night is comped at a promotional paying rate                                                                                                                                                                                                        

TR (Tribal Member) - Reservation booked at Tribal or NAAM rates                                                                                                                                                                                                        

WB (Website) - Reservation was booked through                                                                                                                                                                                                                                                                                                                                                                                                          

BC (Booking.com/Expedia) - Reservation was booked through Booking.com, Expedia, or one of their affiliates                                                                                                                                                                                                        

$50 for Grand & Seven Clans

$30 for Inn or Chaleets

The only tribe that gets the tribal rate offered in LMS for rooms or chalets is Coushatta Tribe of Elton

The must show their Coushatta Tribal ID at check in to receive this discounted rate. Again, they must be a member of Coushatta tribe. Not, Coushatta/Alabama or any other tribe. The other tribes will be booked at the NAAM rate or players card rating

Also, they only get one room at the tribal rate per night. They can have multiple nights, but only one room

ONE ROOM = PER TRIBAL ID!! 

For all 'Urgent' issues, please contact the IT On Call Phone:                                                                                                                                                                                                        

After receiving a call which the caller states is 'Urgent"                                                                                                                                                                                                        

1. Write down important information including:                                                                                                                                                                                                        

        A. Callers First and Last Name                                                                                                                                                                                                

        B. Phone number they can be reached at                                                                                                                                                                                                

        C. Brief description of the issue                                                                                                                                                                                                

        D. Ask the caller if this is an Urgent issue affecting multiple guests? If the answer is 'Yes' continue to step 2                                                                                                                                                                                                

2. Call the IT On Call cell phone (318-485-5051) and relay the information. If no one answers, leave a voice mail with the information                                                                                                                                                                                                        

3. Enter the information as a ticket into EasyVista                                                                                                                                                                                                  

Escalation Procedures:                                                                                                                                                                                                        

1. If no one answered the On Call phone in step 2 above and 10 minutes has passed:                                                                                                                                                                                                        

        A. Call the IT On Call cell phone again (318-485-5051) and relay the information. If no one answers, leave a voice mail letting them know that this is the second attempt to contact them.                                                                                                                                                                                                

        B. Immediately contact a supervisor/manager listed below                                                                                                                                                                                                

Chad McMillin                                  Casey Powell                         Jacob Fitch             Joey Trahan                                                                                                                                                        

Operations Manager                Sofware Project Manager                Lead Tech            Director of IT                                                                                                                                                        

                 337-370-9271                337-249-6946                337-852-6865                337-245-0190