Welcome to our Support Center
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
- All Hop Docs can be found in the KAT Live Smart Connect Support Portal HERE and you can request updates with this form. Updates must be approved by a team leader before publication
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).