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Which articles do we still need to create in the Knowledge Base? (internal article)

  • What is GIATA light?
  • GIATA Drive: distribution tab shows non-updated data, i.e. property name

 

List of products:

- MultiCodes (or TTI for UK)

- Multilingual Hotel Guides

- GIATA Drive

- Others: EHG, IHG

- RTM

Non customer requests: Rating update in Tripadvisor, & outdated content in Google or other sources.

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GIATA Drive:

  • Create a Hotel Group in UAT 

*Go to Pull Down Menu and click on "Show Group List"

  1. Insert name
  2. Click on add group
  3. Open Group
  4. Add a list of random GIATA-IDs
  5. SAVE Settings
  • Create Hotel Directory URL for Groups/Chains

*Required is an existing group

*Go to UAT and click on Pull Down Menu "Show URL Directory List"

  1. Add Title of Group
  2. Click on Edit
  3. Assign Group (right side) to
  4. Insert path and click on add (a relation to the hotel chain is recommended, just check the "real" url beforehand"
  5. SAVE Settings

*Updates are applied latest after 6h, a faster lane can be requested at PROG as per AFUE.

  • USE NOT PERMITTED

When someone from GIATA requests that we delete an Open Content Link that we used to Showcase the product a long time ago, or if you notice that a hotelier is using the platform when they were given free access a long time ago, or they don’t have GIATA Drive (for example, through the email from prog about property information discrepancies), open the GID in the UAT, click “delete”. Then, on the PT, delete the email address/es that say *PUT email*, since these are the ones accessing Drive.  

  • Cloning Hygiene and/or Room Codes in GIATA Drive

  • The GIATA Drive hero image flag is only affecting the OCL and TO push.
  • SaySafe Label - How to find the Ststaysafe-Hotelcode

When the hotel reached out to us and wanted to have their Ststaysafe-Hotelcode, we can find it in the Drive account of the customer, and in the tab “staysafe-Hotelcode”,  there is the code required for access.

  • FREEZE AN ACCOUNT

Request comes from CBOI/Sales together with FiBu. Invalidate email addresses in the UAT, untick distribution to ICE Portal in “Manage GiataIds…” in the UAT and remove email addresses from PT.  Leave property active in the UAT, so that the content doesn’t disappear. Set up a task in the company to unfreeze the account on the due date. Add a note in the company in “Additional Notes” saying “account frozen. Please unfreeze by XX date.

MULTICODES

  • ACTIVATE MC/MHG ACCOUNT/NEW CLIENT

999 for test/trial account

winline id in case they are a customer

MHG: 

Winline ID: 0

enable production data and images, + the languages that they are interested in (signed a contract for). Enable copyright and factsheets. Sometimes they ask for the copyright not to be on the description. that is ok, but they need to prove that they are putting that information somewhere else (send screenshot…).


Multicodes: 

Winline ID: 0

If the customer wants to change the password - multicodes.giatamedia.com/credentials/

  • On the MultiCodes contract, if applicable,. Then, check which modules do they want:
    • GIATA codes (bookingCodes in the contract) - always included.
    • Supplier and TO codes (mappings).
    • GeoCodes/Property Addresses.
    • Chain and Group Affiliations (chains).

  • Create an access approval form for this company that will be used for his future access request. To create one, please use this blanc pdf file. Insert the name of the compnay in the note field and ‘Save it As’ with the following name: “GIATA_MultiCodes_TTI_Permission for NAME OF COMPANY/CUSTOMER” i.e:
    GIATA_MultiCodes_TTI_Permission for Webcola.
  • Upload this file to HubSpot Files here. 

  • MC TEST ACCESS

  • Live Accounts & Test Accounts that CS creates: for MultiCodes and MHG.
    User Name: preferably ‘giata@companyURL.com
    Email: customer’s email
  • Test Access: For MultiCodes or MHG usually sales is creating the test access accounts. For TTI we always get a request from Pete or Howard.
    Winline ID: 999 For all the Test Accounts

MultiCodes
Gives access to 1,200 GIDs, cannot be personalized geographically for example.

  • Go on create new customer, give email address giata@holidaygroup.com. Click on enabled, set expiry date after 2 months. Tick “create new password”.
  • If the access request is for internal use, write expiry date as “0000.00.00”. 
  • Click on “Testzugang”. Erweiterte GIATA IDs stays disabled. 
  • Mappings: only checked ones: aic_travelgroup, gta_pl2, and restel. If they request additionals, we can grant it exceptionally but only for the ones with open access. 
  • In comment we write why we are creating this account. You click on save, and it should say “OK!” it will be saved. 

MHG:

  • enable only the languages that Sales is asking and do not enable ‘Production Data’

- MC EMPLOYEE ACCESS

  • Similar as the above.

- DISABLE AN ACCOUNT

  • receive email from Accounting with the date of cancellation ans/or conditions.
    If the cancellation is for a future date, create a task for CS team, and call it “Disable MC and/or MHG account(s)”. 
  • MC account deactivation: Please disbale everything and unclick all clicked modules/suppliers etc. 
  • MHG account deactivation: Please disable all enabled modules

- GIVE MC ACCESS TO A CUSTOMER SUPPLIER

  1. Open “customer supplier management” google spreadsheet.
  2. Insert an entry on the last line by entering the customer’s company name (type first few letters and choose one from the drop-down menu that will appear)
  3. Check in GHGML if the requested channel is restricted or not, using the the customer’s MC code (700283 f.e.). 
  4. Check if the the customer is active and the ‘mappings’ modules is enabled 
  5. If all the above is ok then proceed.
  6. If the channel is a restricted channel, get from the google spreadsheet (see above) the supplier’s info of whom to contact for the access approvals (this information is given on the column M). Then write an email to the supplier requesting access using the template “MultiCodes - Supplier Access Request”, or inform the supplier that we are granting access with the “Multicodes - Supplier with Open Access but Notification required”, depending on the supplier’s needs. 
  7. Check the “important additional information” column (to see if we need the name of the account manager). If we do need it, on column E “info/status” we write down the date that we requested the account manager’s name and the AMs data once received from the customer..
  8. To the email with permission request to be set to the supplier, we attach the template including the client’s name. Most of these forms that have been used in the past                                            are uploaded and available via HubSpot here 
  9. Back to the google spredsheet, mark “access authorization requested”, or if the supplier just needs to be notified, “access enabled” and “info to customer”.
  10. Lastly on GHGML platform, enable the channel by clickin on the supplier’s code and add comment on that customer e.g. “europlayas enabled”. Always save your changes.
  11. Email customer back using template, either “waiting for confirmation” or “you are now enabled to use europlayas”.
  12. Signed document by the supplier can be stored in this folder: https://drive.google.com/drive/folders/16JrIIpl77vIXSl4F63Ig0FW3m3DJa-xw
  13. An entry in the “customer supplier management” google spreadsheet should look like this:



Special handling for access requests is currently applied for Amadeus and TripAdvisor. For these two we will need to send the request via Eversign. To access Eversign:
Eversign URL: https://eversign.com/select

Email Address: customer-success@giata.co

Pass: Giata0815.

Click on LOG IN
Select GIATA GmbH as the business:

TripAdvisor access requests: don not send an email use Eversign and add Signer Nicolas Zappa 


Amadeus access requests: 


Always ask the client to provide you with the following information:

- Customers/Requester's details / Full company name and address. and please include 

- Account Manager details and the following information in the request:

account manager details from Amadeus.

- A contact person at the requesting company (if Amadeus needs additional information).

- A list of markets where the requesting company operates.

- The reason why the access to the GIATA/Amadeus MultiCodes is needed.

Once the above has been received reach out to Mattia Torta and provide him with the information received (NO APPROVAL FORM IS REQUIRED AT THIS STAGE)and ask him to advise you if we should initiate the eversign approval process.
Mattia will check internally and if the access has been approved Mattia will send us an email


When he replies positivelsy then start the Eversign process, do not forget to include the above information from the customer in the body of the email that you will sent 

And, use the this form with the pre-filled Data of the company and the authroized signatory person at Amadeus.
Signer is Katja Bohnet
CC: Mattia Torta

NEW MC SUPPLIER

  • If a new mc customer also wants to become a supplier for us, this service is free. they have to sign 2 documents. the documents are “data_supply_agreement” and “dat_ requirement”. The documents remain saved in hubspot. We introduce them to supplier integration and this department takes over. After SI integrate a channel, they pass it on to MDM, who will then start doing the mapping, and SI will come back to us saying “this supplier is now available in MultiCodes”. 
  • Ask the sales rep to request Kalina/head of sales to prioritize this supplier integration.
  • Not complete.

To check the rating of a hotel on multicodes:

  1. go to “multicodes.giatamedia.com”
  2. type in https the GID.
  3. Look for “ratings”.

  • TTI ACCESS

NEW TTI CUSTOMER - It’s similar to MC. Email address should look like “tticodes@companyname.com”. On Winline ID, 0 is for internal use, 999 is for Test access. Select modules. In “Multicodes”, TOs = booking codes on Multicodes.

TEST ACCESS - Follow the instructions on the right side of the TTI page. We give access to all modules. Since it is restricted to GDS, the customer will only see the properties that they have mappings for. 

If we are inserting a new supplier, it doesn’t work to toggle. You have to tick the suppliers one by one. 

HUBSPOT

  • ASSIGN FORM LEADS FOR CORE GIATA PRODUCTS TO SALES

  1. Go on the ticket. The information on the form should appear automatically on the Ticket Description atribute.Paste the message as a Logged Email.
  2. Change the subject to the name of the company. 
  3. Change pipeline to “Core-Leads for Sales”.
  4. Assign the ticket to Reshma, KPAN or Anne. (2-2-1)

  • ASSIGN FORM LEADS FOR GIATA DRIVE TO SALES

1. Manage the request. 

2. Change the ticket name to the Hotel name.

3. Make sure that the Company and Contact for this ticket are created and correct.

4. Select “Hotel-Leads for Sales” pipeline and select the Sales Rep as Ticket owner.

  • SUPER ADMIN MARKETING

In order to decrease the amount of marketing contacts (since the limit is 300.000 contacts). 

Once a month, 1st of the month. 

When someone rejects/unsubscribes, they should be blocked from future campaigns. 

Once you select a contact as “non marketing contact”, you cannot change it back for a month. 

They import a list of contacts, they are tagged as “marketing contact” per default. 

OTHERS

  • MHG GIATA CATALOG PREVIEW

  • SABRE WEEKLY MAPPING EMAIL

Sabre requests to know weekly the progress in their mapping, therefore we send a weekly status report:

  1. There is a task reminder set up. Manage it, and postpone it for next week. 
  2. Select Sabre template. Send to Prateek and Sushant from Sabre. 
  3. Go to MappingStatus Excel file. On cell A1, introduce the internal supplier ID. They request 5 codes: 463 and 728 are the Sabre codes. They also request Hotelbeds (code 2), Expedia Rapid (code 680) and booking.com (code 27). 
  4. Take screenshots and send them in the email. 

  • REQUESTS FROM OUR MC/MHG CUSTOMERS:

- TO FIND THE GID OF A HOTEL:

  1. Find them on PT or matching.giata.intern.
  2. Give GIATA ID to customer.
  • ERROR IN MAPPINGS: Forward to the MDM team.
  • NO EXISTING GID (generally a new property): Forward to the MDM team.

  • OUTDATED VIDEO: We receive the request to delete a video of a hotel. Firstly, we check that the video is on our database. We see this in EHG. Afterwards, the only way to delete it is to ask the prog department to do it for us. 

  • Emails from iceportal “GCI batch summary : Giataimport - 6/9/2021 12:27:56 AM”. sandra (works mon, wed, fri) checks all the hotels that have uploaded pics on our database, then she sends them to iceportal. if she excluded a lot of stuff, we have to tell the customer. we need to run a quality check. if there’s a lot of wrong pics we need to let the customer know. ice portal pushes our pictures. 
  • 2 main suppliers are booking and expedia, where we provide images on room type level. there is a room code. problem for ice portal is that we send them the room type code but we are not sending them the property id. it has to change this. matt is our contact at iceportal. iceportal needs to be prepared to start receiving also this code now. to find a booking id, we go on property tool for the giata id, then click on supplier information. there you find the booking code. 

TTI and UK clients for RTM (room type mapping), etc all forwarded to UK reseller Howard. 

  • ERROR IN GIATA DRIVE - Forward to prog.

  • OPEN INVOICE REQUEST - forward to Cemile Burcu from FiBu.

  • REQUEST TO OBTAIN RTM - Room Type Mapping. Pass it to Howard.

If we open a GIATA Drive customer account and there is nothing on the Tour operators tab, we can check whether this is a prog error, or really no TO’s are commercializing this property. We check this on EHG (https://hg13.giatamedia.com/index2.php?uid=188949&com=bc&frame=1).

  • New procedure for MC new contract workflow:

 when Sales team creates the MC company on Hubspot and they click on “new contract”, it generates a task called “Check customer Stats”, which means that we go to the API or the MC/MHG customer list (http://ghgml1.giatamedia.com/_giata/customers.php), click on the customer and then on “customer stats”, and make sure that they have been using the program during their trial period. If they haven’t, we need to send them an email asking why not, if they had issues, etc.

  • REQUEST - ADDING CONTENT TO A CERTAIN HOTEL: 

When a TO/Supplier informs us that they need a content for a certain hotel, at first we check in RTK, if there is no content, we ask Description Team to create a new description (provide them with a website link or factsheet), then notify the TO/ Supplier that the content will be available in our web service around 1 week. (If it is urgent, we can check in MHG Preview to see if the content is already available or not. )

  • PROBLEMS that I am encountering, which need to be clarified internally between department managers:

  1. We have a problem with the uploading of images: when a MHG customer asks for images of a property because we don’t have any in mhg, for the time being it doesn’t make sense to ask the hotelier for images. The procedure was to not upload new images if it’s not through GIATA Drive. What we can do is:
  • Sales Lead: if it’s only one or few hotels, can be managed by Resellers Rep and Resellers
  • Marketing Lead: If it's a big list of hotels, we can ask the company if they want to join us for a marketing campaign (with us, on behalf of the company, we only do a campaign), for further information please ask KNIK.

Unfortunately, if the hotel doesn’t want GIATA Drive, we cannot help the MHG customer.

  1. Some customers such as Bewotec use our mappings to offer properties on their website. Apparently, the location was not working on an OTA which uses Bewotec’s services, and this might be because they draw the information from the facts (updated by descriptions on RTK) and not from PT (updated by MDM team). Indeed, for the properties mentioned we didn’t have facts at all. If this problem appears again, we will have to contact Bewotec and ask them to modify where they draw information from. Other MHG/MC customers might be doing the same. 

BEWOTEC is well known and is working as an "IT" for some tour operators (LUXAIR), they have implemented and integrated MHG Service

  • NOTE: There is a weekly internal meeting called “prio meeting” which Steven attends. In it, they mention what needs to be prioritized during the week (at integrating, and stuff like that).
  • Customer asks if we are updating inventory for x supplier. We request the info to supplier integration: we ask for the status of the channel and mention the supplier id. We can find in the supplier integration pipeline in Hubspot the link to trello. We can see the progress. The supplier id can be seen in the mapping status email. 

MORE OTHERS

EHG/Travelviewer/others: 

Travel agency with an IHG account requests access to Bistro, Travelviewer, Peakwork and/or MyJack. Only IHG is not sufficient, they need to have EHG too. Pass on to FiBu so that they issue a new EHG contract. 

  • If we get a request for Cosmonaut, which is a product from Software company Traffics, this can only be checked by FiBu because only they have the access. 

  • Request from a TO regarding a catalog in XML.

We forward it to Kataloge team. In this particular case, the issue that the customer is having is that there are 2 GIDs and they don’t know why. Actually, they are a generic one, which is 38292 and we use for roundtrips (tours), and one extended GID. The reason for this is that we don’t create GID for boats/events/roundtrips (tours), so we have created some generic GIDs that we use. 

Extended GID is created for TOs for their special trips. They are not bookable but they appear in our system. 

  • Request from a TO regarding a catalog in RTK. 

Similarly to the previous case, Kataloge team gives access to some TOs to RTK. If a request from a TO regarding an RTK Catalog arrives, forward it to Kataloge.