extranetmanual version1.0 february1st,2016 · 2019. 1. 8. · 9)photos 10)preview...

Extranet Manual

Version 1.0

February 1st, 2016

Welcome

Dear Partner,

On behalf of the entire ZANADU Team, we are thrilled to welcome you and your wonderful

property to our exclusive circle of partners and we are very much looking forward to a fruitful

collaboration.

To help you upload all of your information onto our extranet we have created this extranet

manual which should answer all of the questions you might have in the process.

We would really appreciate if you could fill in your profile as accurately as possible,

respecting the indicated format. This will definitely help us featuring your property in the most

premium way.

Once your profile is fully uploaded, we will start the edition and translation process. This

usually takes 3 to 4 weeks. Once the final version is ready, we will provide you with a link to

preview and approve before going live and making your property available for booking to our

ZANADU members.

We hope you will find this process intuitive and easy to follow.

If you encounter any problem or if you have a question, do not hesitate to contact us, we will

always be here to help.

Welcome to ZANADU and we thank you for your trust and support in us!

The ZANADU Team

Table of Contents

1) Login

2) Settings

3) Contact Info

4) Hotel Description

5) Policies

6) Restaurants and Bars

7) Facilities and Specs

8) Extra Services

9) Photos

10) Preview

11) Rooms and Pricing

12) Room Types

13) Taxes and Fees

14) Rate Plans

15) Rates & Availabilities

16) Restrictions

17) Booking Process

18) Booking Sample

19) Managing Reservations

20) Commission Payment

1) Login

To embark on this journey, kindly follow the below link to access our extranet:

http://zanadu.cn/frontdesk/default/login.html

Your login and password has been sent to you in your welcome letter.

In case you forgot your password, kindly click on “Forgot Password” at the bottom of the

page. A pop-up window will appear where you will be prompted to enter your email address

and a new password will be sent to you shortly.

In order to guide you in the most convenient way, we have created a beta property called

“test hotel” which is located in a “test city”.

For every field to be filled in, we will display an example to secure all of the required

information is displayed in the correct format.

Let us get started!

2) Settings

Congratulations. You have successfully logged-in!

As a first step, you will be required to change your password.

In case you are managing several properties, you will be able to use the scroll down section on the topleft hand corner to access the property of your choice.

Should you need to create various accesses to your property, for your reservation team for example,you can do so in “settings.”

The settings section will enable you to edit your own information, change your password or createadditional accesses to your property.

The additional accounts can have limited access according to the role you wish to attribute.

Important note: The sections in dark blue at the bottom of the page indicate the sections yet to be filledin to complete your profile.

Do not forget to press SAVE at the end of each page to secure the information has been registered.

3) Contact Info

In order to facilitate communication with your property, please indicate all of your contact informationunder “Hotel Info” and “General.” Please provide and register 2-3 contacts (Reservation, Sales,Marketing, Finance, etc.) at your hotel in case of any personnel change without notifying ZANADU in atimely manner.

Note that the name of the property registered in this section will be the one displayed on ZANADU. Wemight alter it slightly when appropriate for effectiveness.

When registering your location, please use the name of the city or area which is most relevant andknown as commercial district or tourists. For example, use Bali instead of Ubud. This will enable ourmembers to identify your location right away.

Regarding the Time Zone, in case you cannot find your own city name, please use any other city in thesame time zone.

Channel Management System. We are currently integrated with EZYield, SiteMinder and AvailPro, orthru CRS such as SynXis (Sabre). Your rates and availability can be uploaded automatically. Pleaserequest your integration to your Channel Management contact person. Bookings cannot beautomatically confirmed yet.

In case you are using a different channel management system, we would appreciate if you couldintroduce us to your contact point.

Do not forget to let us know the email address you wish to register to receive the bookings.

Several email addresses can be registered.

Once you are done registering, please press SAVE!

4) Hotel Description - 1 of 2

This section is probably one of the most crucial ones. We know your property is wonderful,

let us share it in detail with our members!

The overview description should reflect the atmosphere and special features of your property.

Example:

Test Hotel dizzying heights of luxury has been setting the bar high for style. With over 40 rooms, itscrisp-edged Chinese modernist look, courtesy of designer XXX, is quite more sober than any other of hisprevious achievements.

It is less like a compromise and more like the best of both worlds.

Technology pervades the entire experience, from the airport transfer via hybrid Lexus to the roomscontrolled not by some clunky LCD but by an iPod Touch. Of course not all the charms are high-tech: therestaurant and bar on the 49th floor offer widescreen views of Test Harbour and the Test skyline — anddown on the sixth floor there’s an open-air lawn, a rare and welcome bit of green space in a very urbantown.

What to do in the area is more about what surrounds your wonderful property and makes it even moreenjoyable:

Example:

Test City has a unique and colorful past. Today’s cosmopolitan city has been shaped by centuries ofChinese history and heritage combined with more than 150 years of colonialism, giving it a flavor andatmosphere unlike any other city on earth.

Beyond the gleaming high-rises, the glitzy shopping malls and the wealth of dining establishments, TestCity’s streets and alleyways are alive and buzzing with the cultural and artistic influences that dominatedour past and created the city we are today.

4) Hotel Description - 2 of 2

We strongly recommend you add the following:

1) Best local restaurant or market (name, location, description, photo if available)

2) Shopping: Best Boutique Store, Best Mall/Department Store, Best Neighborhood - (name, location,description, photo if available for all listed places.).

3) Culture: Must see locations - (name, location, description, photo if available for all listed locations)

4) Insider: Best insider tip - (name, location, description, photo if available)

Do not hesitate to involve your concierge!

Your location should be as descriptive as possible.

Test Hotel is ideally located. Overlooking Test city River, it is only a 5 minutes walk away from Test citymain square..

The location map will be inserted by our team. Please check when reviewing the final version.

Awards can also be registered here!

Directions to your property are very important. We would need as many options as possible.

Please also indicate if this service is provided and if it is complimentary. We recommend to enter theinformation as follows as minimum info provided:

From Test Airport, approximately 15kms (20 minutes by taxi or 30 minutes by sky train).

Airport pick up available at $150 one way per car up to 3 people.

From Test Train Station, approximately 5kms (10 minutes by taxi or 15 minutes by sky train).

From Test Airport B, approximately 30kms (50 minutes by taxi and 15 minutes by boat). The boat runsevery 15 minutes.

Accessible directly by helicopter, private jet or private yacht.

By car, coming from Test City B: take test highway A, take exit 12, we are at the first junction.

Please provide us with updated timetables when applicable.

Do not forget to press SAVE!

5) Policies

Under policies, you will be able to register check-in and check-out time, cut off dates (in case ourmembers cannot place a booking today for a stay on the same day. This applies mostly for propertieswhere an internal flight needs to be arranged previously by the property, in the Maldives for example).

Kindly indicate your opening dates. Especially for seasonal properties (ski resorts for example).

Please indicate the credit cards accepted at your property as well.

5) Policies – Examples

HOTEL GENERAL POLICY

For example:

Pets welcome.

ALERT!! If the room rates pushed/ loaded on ZANADU Extranet are inclusive of Tax & Fees while onlycertain Tax/ Fee is NOT, please list it down under “GENERAL POLICY”. For example: A city tax of RMB 15will apply per room per night and per person. This will be charged upon check-out.

All reservations must be guaranteed by credit card.

CANCELLATION POLICIES have to cover the whole year and can be registered as follow in case yourproperty applies different policies according to the season:

Low Season: When staying from 01st February to 30st April:

- cancel 15 days or more prior to check-in: no penalty.

- cancel 14 days or less prior to check-in: 50% penalty.

- cancel 05 days or less prior to check-in: Full Charge.

No show or shorter stay: Full Charge.

Shoulder Season: When staying from 1st May to 30th June and 1st September to 31st October:


- cancel 05 days or less prior to check-in: 50% penalty.

- cancel 48 hours or less prior to check-in: Full Charge.


High Season: When staying from 1st July to 31st August and 1st November to 31st January:


- cancel 05 days or less prior to check-in: Full Charge.


The wording should be extremely precise!

If your children policy is different based on room level, then please leave this section blank for now. If itis the same regardless of the room type, then please register here and do not forget to indicate theextra costs including taxes as well as the amenities included.

For example:

Babies up to 3 years stay on complimentary. Crib available.

Children 3 to 12: $50. Extra bed provided. Breakfast included. Taxes included.

Children 12 to 18: 50% of the room night. Extra bed provided. Breakfast included. Taxes included.

Up to 1 child allowed.

Do not forget to press SAVE

6) Restaurants and Bars

The Bar and Restaurant section should primarily feature the facilities available at your property. Pleasesend us the menu as well if possible. Details about your chef, Michelin stars etc. are also muchappreciated!

If you have special agreements with outstanding bars and restaurants in the area, do not hesitate tofeature them as well.

Regarding the pictures, they can be uploaded at this point or refer to section “9.0 Pictures”.


7) Facilities & Specs

Facilities can easily be ticked to reflect all the services available at your property.

Note that in case internet is not complimentary, please indicate the rate including taxes in extra services.

In case additional facilities are available at your property but are not on the list, you can add them at thebottom of the page.

The activities available at your property should be listed in a simple way. Only complimentary activitiesshould be listed in this sections.

For Example:

Enjoy a complimentary yoga class every morning at 06 a.m. on our top floor.

Apart from Chinese speaking staff, can also highlight Chinese food in breakfast, Chinese tea or slippers ,which Chinese guest may think they are important when choosing a hotel.

Enjoy a VIP shopping experience with our partner at test Plaza. Private Show Room and 10% discounton your purchase for guests staying at test Hotel – ONLY IF THIS IS OFFERED ON A REGULAR BASIS.


8) Extra Services

All extra services which are not included in the rate can be offered here. Please note the rates enteredshould be including taxes and are non-commissionable. We will display the requested services in thebooking request but we will not charge for them. They will be charged upon check-in or check-out,according to your policy.

The Name of the description should be self-explanatory.

For example:

Continental Breakfast - Buffet at Test Restaurant - price per person per night

Airport pickup from Test Airport by Masserati- per car - Maximum 2 people with luggage. In description,please indicate the procedure: Our staff will wait for you at the exit door after luggage collection with anorange sign indicating “Test Hotel”.

In case you do not register a rate, we will simply indicate that the rate can be requested at the property.

Seasonal activities, such as Festivals, Special Events are also very important. They will give us anadditional angle to feature your property and create a talking point.

For Spa treatment, you do not need to register them. However, we would love to receive your Spa Menu.

Description and rates of other extra services can be sent as well (in-villa barbecue, babysitter..etc).


9) Photos

Photos are obviously another key element to the featuring your property in a premium way.

The quality of the pictures has a major impact on our members.

Please provide all your high quality and professional photos, ideally between 1MB and 4MB in size. Wewill upload to our system with specs needed.

Note: If your hotel has an online gallery where we can download pictures from, please specify the logincredentials and we will be happy to upload them for you.

Should you have difficulties uploading pictures, please send them via dropbox, yousendit or othersimilar tools.

Note that the pictures will be stored on a different server and will no longer show on your extranetprofile after some time. This does not mean they have disappeared.

Please send us new pictures should you renew your gallery or feature new and or punctual events.


10) Preview

You are now done with the first phase of the upload process!

This is the summary of all previous steps. Read it carefully and go back to the corresponding step if youwish to alter any information registered.

All is in order? Let us move on to the second step of the upload process by registering rooms!

11) Rooms & Pricing

Rooms & Pricing will enable you to register the rooms you wish to feature on ZANADU. We stronglyrecommend you register as many as possible including your entry level room.

Should you want to limit the number of rooms, we recommend registering at least 5 room types: thefirst 2 entry level rooms, 1 room with king size bed, 1 room with twin beds and 1 of your top rooms.

12) Rooms (Room Types)

Please create all the basic room types in ROOMS (descriptions in existing manual).

Please fill in the facts and features of respective Room Type under this tab, ie. bed type available, max.capacity, in-room amenities, view type…etc.

13) Rate Plan

Alert!! Please kindly note that ALL rates featured on ZANADU should be “DOUBLE occupancy” unlessseparate rate plans for Single Occupancy created.

First Rate Plan is BAR to be served as BASE.

Please fill in as detailed as possible of all the inclusions of BAR (ie. meal plan, whether Room Only or Bed& Breakfast), rate principles and respective cencellation, children policies.

Alert!! If using SynXis connectivity, the standard rate plan code is ZNDBAR

All the discounts, special rates, promotions, please create new RATE PLANS.

You can choose six rate plans (promo template) here.

For all Rate Plans (discount/ promo) created, you may set up Black-out Dates easily by inputtingapplicable period or weekday pattern:

For Percentage discount (percentage off discount from BAR or RACK), please select “Percentagediscount” and then input the NIGHTLY discount percentage.

For Flat- rate discount (deducting a flat rate from BAR or RACK), please select “Flat-rate Discount” andthen input the NIGHTLY discounted amount (include tax and service charge in Hotel room ratecurrency).

For Upsell promotion (adding on a flat rate from BAR or RACK), please select “Upsell promotion” andthen input the NIGHTLY amount (include tax and service charge in Hotel room rate currency) on top ofbase rate (BAR or RACK).

For “Buy X night get X night free” (ie. Stay 3 Pay 2), please select “Buy X night get X night free” and theninput all info required:

For “Buy X nights get X off” (ie. 50% off for the 3rd night), please select “Buy X nights get X off” and theninput all info required:

If none of the above 6 kinds of promo is applicable, and for promo that’s based on different rules (notrelated to BAR nor RACK), new “Packaged Rate Plan” shall be created by selecting “Package discount”based on Room Type applied to the promo.

ALERT!! Additional charge per adult – please input NETT nightly rate (all applicable taxes & feesincluded)

ALERT!! If using SynXis connectivity, for the package discount, please input correct rate plan code.Otherwise, please use “BAR”.

Once completed, the rate plans will be shown with different colors in order to distinguish from normalroom types:

Once done, you may see all the rate plans under the room rates:

13) Taxes and Fees

Please note ZANADU will display the rates as a before tax rate on the main page of your profile.However, the rates and taxes are fully disclosed during the booking process for maximum transparency.

The rates displayed on ZANADU are in RMB (Chinese currency) based on the exchange rate at time ofbooking. However, it is made very clear to our member that the payment will have to be settled in thehotel’s currency which is also displayed during the booking process. We notify our members that theexchange rate might be different between time of booking and checking out time.

IMPORTANT - Taxes and Fees should be registered at all times. Even if they are included in theregistered rate. In this case, you shall click “Included in price.”

ALERT!! The Taxes and Fees listed here are either ALL “inclusive” or “exclusive” of room rates pushed/loaded in ZXANADU Extranet. Hence, for any exceptions, especially in the circumstances of a Tax/ Feeitem is not reflected in the rates inclusive of all the usual Tax & Fees, please specify this info under“HOTEL GENERAL POLICIES” in text (refer to the manual page. For example:

Taxes registered on the bottom level will apply to both rates and taxes registered on the top level.

IMPORTANT - The taxes and fees registration and calculation works as follow:

Service Charge: 10% (registered on the top level).

VAT: 5%

- A) Registered on the bottom level if VAT also applies to Service Charge. The total applicable taxeswould then be 15.5%).

- B) Registered on the top level if does not apply to Service Charge. The total applicable taxes would thenbe 15%).

In case A, the calculation goes as follow:

Room rate: $1,000

+ Service Charge: $ 100

+ VAT: $ 55

Total Room+Taxes: $1,155

In case a city tax of $15 applies per room per night and per person. This should be registered

under “General Policies”. Refer to 5.0.


15) Rates and Availabilities

Rates and Availability can be uploaded automatically if you use the following channel managementsystems: EZYield, SiteMinder and Availpro or thru CRS such as SynXis.

IMPORTANT - We strongly recommend Hotel partners to apply “ARI with Reservation Delivery” tofacilitate real-time availability and instant confirmation” for better guest experiences.

Kindly request your integration to your Channel Management account manager. In case you are using adifferent channel management system, kindly introduce us to your contact person and we willinvestigate integration options.

Both BAR and Rack Rates can be uploaded. The rates registered can be before or after taxes. Please seesection “13.0 Taxes and Fees”.

The commission should always be included in the registered rates.

Kindly secure the rates are registered for at least one year if possible. In case you do not register ratesfor a given period, then the room missing rates will not be available for booking.

TIPS! In case you register rates manually, please note you do not have to register day by day. You canedit the rates for a range of dates by clicking once on the desired start date and then click again on theend date. A popup will be displayed where you can enter a single rate for the entire range you selected.You can also click on the "Edit rates by week" link in the popup to edit the rates for each day of the weekin your selected date range.

The rates displayed on ZANADU.cn (public site) are in RMB (Chinese currency) based on the exchangerate at time of booking. However, it is made very clear to our member that the payment will have to besettled in the hotel’s currency which is also displayed during the booking process. We notify ourmembers that the exchange rate might be different between time of booking and checking out time.

Availability will be pushed through if Hotel is fully connected to ZANADU.

If Hotel is not or only one-way connected to ZANADU (ARI Only) or uploading their information manually,ZANADU can either respect the registered availability or we can leave this info blank, in which case ourmembers will always be able to place a booking request which you will then have to confirm back to us.Please let us know which way suits you best.

16) Restrictions

In Restrictions:

If the hotel is connecting the channel management, the restrictions cannot be changed manually.

You can set the following status for rooms:

IMPORTANT - Please remember to SAVE after the changes.

17) Booking Process

Your profile was completed, we edited all of the content and you approved the final version to be live onZANADU and you have just received your first booking request!

Properties using a fully integrated channel management system will receive separate instructions onbooking process.

For all other properties, the booking process is very simple:

1. A ZANADU member places a booking request and you receive an email (see 17.0 Booking Sample).

2. If all information (rate, availability, occupancy, conditions, etc.) are in order, you can just answer theemail you received with a simple “confirmed.” An answer within 24 hours is much appreciated.

In case you cannot accommodate, please let us know the reasons. In case you have availability issues,please let us know if you have other room types available on the requested dates along with the rates orlet us know when the requested room is available around the initial requested dates.

3. We will confirm back to our member.

Note:

- Always secure cancellation policies and complimentary benefits extended are correct.

- In case of cancellation, you will also be notifies by email.

- In case of change request, you will also receive an email to be confirmed. The booking number wouldremain the same.

- In case the booking falls under our Special Promotion Program, the booking number will be precededby “FS-XXXX”.

- Special request will often be written in Chinese. One of our Luxury Travel Consultant will get in touchto let you know the request.

Payment: You are provided with our members credit card information to secure the booking or proceedwith the payment, according to policy.

For security reasons, part of the credit card information is located in the booking request email. Theremaining part can be retrieved under “reservation” on our extranet.

18) Booking Sample

Hotel will receive Booking Notification, and

- If Hotel is fully connected/ integrated with ZANADU (ARI with Reservation Delivery), samplenotification letter as below:

- If Hotel is not connected or only one-way connected to ZANADU, a sample notification letterrequesting Hotel to “Confirm Reservation” or “Reject Reservation” as below:

IMPORTANT – to protect guests info confidentiality, the credit card info is encrypted and only providepartial info on Booking Notification Letter (emails). Rest part of credit card info is provided under“Reservation”. (see below paragraph)

19) Managing Reservations

Upon confirmation, we strongly suggest Hotels to access guest’s full credit card information in below tab:

Credit card information can be checked when click “show card info”. The system will detect if the cardNo. is a valid one, but not really run the pre-authorization. Hotel shall have the last 4 digits of the cardin the Booking Request email and then you may access to ZANADU Extranet as shown in belowscreenshots to get the full credit card info combining what’s provided in the Booking Request letter forsecurity reasons. In case of some special promotion that requires deposit or full-prepayment uponconfirmation, Hotel Reservation shall access this function to process payment too.

20) Managing Customer Reviews

You may view the reviews submitted by our customers under this tap in below screenshot and reply tomanage reviews. It’s very important to reply all customers’ review to keep interacting with customersand to further engage them for repeat business.

Please remember to hit “Submit” after completing the content of reply.

extranetmanual version1.0 february1st,2016 · 2019. 1. 8. · 9)photos 10)preview...

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