Revenue Guidelines
Revenue-Based Pay Increases
Revenue considered for increases is based on a combination of guaranteed and actualized net unit revenue. Guaranteed unit revenue does not include any taxes, fees, special offers, ‘free nights’, cancellations, additional services or package elements.
Revenue for any type of deferred or partial deposit specials will not be included in lifetime revenue calculations until such time that the deposit has been collected in full.
Actualized unit revenue factors cancellations, date changes, upgrades and room adjustments. Cancelled reservations and room adjustments are deducted from the lifetime total. Differences in unit revenue due to date changes, rate code changes and/or unit type changes are added or deducted from lifetime totals accordingly.
Official lifetime revenue will be posted after the end of each month via the newsletter, Backstage Press. Please do not request this data more frequently. Increases based on revenue tier achievements will take effect the pay period following after the revenue has been posted.
Our job first and foremost is to get the guest booked. We employ last agent routing, which means that if you speak to a guest and they call back, if you are in an IDLE status the call will go to you. If you are not available, the call will route to an agent who is available. If a guest is requesting to speak to another agent, we can offer to take a message and pass it along, but you must also let the guest know that rooms and rates are not guaranteed and offer to book them. Operate with integrity, if a guest is willing to take the risk of higher rates or no availability, do not give false information about an agent’s schedule.
No agent ‘owns’ any lead, caller or reservation. Conflict over reservations or accusing agents of ‘stealing’ reservations will not be tolerated in any form.
Agents are not permitted to call follow ups other than their own, unless specifically assigned because the original agent will not be available on the follow up date and time.
If you have a question regarding revenue, or any other internal policy, please direct them to Kelly, Melissa, or Human Resources. Do not speculate or incite issues with other staff members who may not be aware of your circumstance or situation and who will ultimately not be able to provide accurate information or resolution. Gossip will not be tolerated in any form.