HOP Doc 1: KAT Inbox Management for the Sales & Marketing Team

Welcome to our Support Center
< All Topics
Print

HOP Doc 1: KAT Inbox Management for the Sales & Marketing Team

 

DOWNLOAD THE FULL TRAINING & REFERENCE PDF HERE & SEE SUMMARY BELOW

 

HOP = Human Operating Procedures 

 

Purpose

  • To Provide Crew Members with step-by-step directions for interfacing with KAT as needed to resolve Fan issues and/or answer Fan questions that KAT is unable to address. 
  • To set clear parameters for Crew members to know when to respond as a “live” person to Fan’s needs and wants. 
  • To provide a resource for FAQ’s by Fans and Crew. 
  • To provide tracking for process updates and improvements. 

 

Responsible Crew

As assigned by Leader overseeing KAT and Customer Service Initiatives

  • Sales: Room Reservations/Meetings/Events/Parties/Celebrations: reservations@innatgreatneck.com 
    • Room Reservations 
    • Meetings
    • Events & Celebrations
    • Other Bookings
  • NOTE: The Lobby Crew is responsible for handling all KAT’s non-sales requests and can be reached at – Info@innatgreatneck.com

 

Expected Response Times 

 

A sales team member must be checking the KAT Reservations report several times daily, and respond to all email notifications within an hour (during regular business hours).