THE CONCIERGE TEAM
As member of the YanuYanu Concierge Team you will be supporting the YanuYanu board (owners and general manager) to handle check-ins and support tickets.
You will be added to the MissYanuYanu suppport system and receive IMs sent to MissYanuyanu.
1. Replying to general Support Tickets sent to MissYanuYanu
As Concierge Team member you will reply to all general inquires. Ignore any reservations requests, requests about booking and services or amenities, rescheduling appointments.
We made sure that all possible questions are covered by our website. Though some guests tend to ask questions that are easily being answered by checking the website. Your duty is to route them to the correct link on the website.
Support tickets will be forwarded to you as IM from MissYanuYanu and look like this:
[22:32] MissYanuYanu: (Saved Thu Aug 25 04:26:48 2022)Skullobius Marques submitted support request at 2022-08-24 19:26 SLT:
hey there, weve been looking where to book can you help?
(1) pick up this request by replying: CONFIRM-CONVO 1673558
(2) contact customer in-world
To reply to this support ticket first copy/paste the CONFIRM-CONVO 1673558 into the very same MissYanuYanu chat.
This will trigger the following message indicating that the support ticket is taken care of:
[22:32] MissYanuYanu: (Saved Thu Aug 25 04:28:57 2022)Contact Skullobius Marques has been taken by Bartesian
Now check for the name in SL search and contact the person and greet them with
"Welcome to YanuYanu. Let me help you with your support request. You will find the information you are looking for here:"
and copy/paste one of those links:
A. Questions on how to get a tag, adding additional guests
B. Questions on how to make a reservation for a certain date
C. Check available villas
D. How to book any available villa instantly
E. Infos about the villas
F. Infos about amenities
G. Guest cannot find villa/amenity venue
2. Check-in Support
To avoid the case, that guests with a reservation arrive at YanuYanu and no-one is available for the check in we changed the check-in procedure to make it possible to do it remotely without any YanuYanu board member being present:
-The villa rentals will be set up and running BEFORE the agreed check-in time.
That means that guests can move in even alone and that they do not loose their rental in case they are late or miss their check-in. (They just loose the time being late)
-Access to the Villas is granted by the security system, not by tag. Means as we assign the rserver and all guests to a villa in advance they can enter the Villa anytime even without the tag (tag is actually just needed for rez rights)
-The board will send an IM/notecard to the reserver on the day of check-in with all information about how to check-in/access Villa. Means check-in support should be the exception and not needed generally.
-Due to HIGH DEMAND we will personally check-in guests with prior flights to YanuYanu. Everyone else will be checked-in remotely unless they have issues and need support.
When does check-in support apply?
If you see a Missyanuyanu ticket or a guests appraoches you directly in IM saying something like:
"I am here for my checkin, what do I do?
"My check-in is at 1pm, where do I go?
"How do I access my Villa?"
"My check-in is at 1pm but we will be late..."
You will reply the following:
Welcome to BONAIRE YanuYanu Resort. Your villa is ready for you and your guests to check-in.
Please check your itinerary for the landmark to your villa. You and your guests have access to your residence, as you all have been added to the Villa's security system. To complete the check-in and get a tag, which you need for rezzing, or to add additional guests that are not listed in your invoice, please check here:
Also please find attachted a copy of our YanuYanu HUD, that will help you explore our resort and its amenities.
For any further inquiries please contact MissYanuYanu at the front desk.
We wish you a pleasant stay with us here at YanuYanu.
**** AS A CONCIERGE TEAM MEMBER PLEASE MAKE SURE YOU HAVE READ AND UNDERSTOOD THE FAQ AND SELF-CHECK-IN SECTIONS OF THE WEBSITE TO MAKE SURE YOU CAN REPLY TO "OUT OF THE STANDARD" REQUESTS. YOU SHOULD FULLY UNDERSTAND THE OPTIONS GUESTS HAVE AT THEIR RENTAL TERMINALS. IF YOU HAVE ANY DOUBTS OR QUESTIONS PLEASE CONTACT BENJAMIN!****