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Onboarding Training Checklist – Europe

Last updated: October 29, 2025

Prior to the Training

Claiming a company to train

Here is a video of the main steps to be followed on FH Train Dash and Close.

In FH Train Dash:

  • Whenever possible, leads should be claimed at a minimum of 5 days and a maximum of 3 days prior to the training.

    • Look for company to train based on following custom fields as well as your Schedule
      • Language – Primary
      • Lead Type (Tier 0-4)

  • After choosing the company you will train, add your name in the booking notes.

In Close:

  • Open Unclaimed Trainings – EUROPE
  • Click on company.
  • Create the New Dashboard Training Claimed custom activity, enter the Custom Activity ID from the corresponding Dashboard Training Scheduled (for New Client) activity and select Done.
    • This will automatically populate the “OB 04 Onboarder” custom field.
    • The trainer will be added to the corresponding Slack room.

Complete Pre-Training Communication Tasks

Upon claiming the training:

  1. Call the client to introduce yourself
  2. Create a Google Calendar invite:
    • Select the correct time and day
    • Title it: FareHarbor Dashboard Training | [Name of Company]
    • Invite the “Expected Attendees”
    • Add Google Meet video conferencing
    • Send the invite (you should see the meeting activity populate on the lead in Close)
    • Add it to the FareHarbor Dashboard Training shared calendar (OB Trainers)

Communication expectations: Complete communication tasks (outlined in Close), which includes:

  1. First EATS call and email (to be completed as soon as the training is claimed):

    • E – Excited to have them Joining FareHarbor
    • A – A/E Talked to Sales Rep and got all of the info
    • T – Training date and time confirmed (also, mention that you will be sending them email with training details)
    • S – Stuff to Bring (Login, Banking, etc)
      • This call must be made at least 24 hours before the training time.
      • Make sure to confirm training time and date (confirm time in their timezone if different than yours).
      • If we don’t have a website login and OB doc says we will be integrating, make sure to ask about it/attempt to get it from the client.
      • Act excited about them joining FH.
      • Warn the client about the verification process and let them know that you will send them the Dashboard login after the call so they can complete the payment setup checklist before the training.
    • Go to the Dashboard and create the POC user with the Payments Setup permission level. Include the username, password and the Dashboard demo link on the EATS email template. Under Notifications, select all for Banking and Payments.
    • Send the template email right after the call (the template depends on if you spoke to the client or left voicemail). If you spoke to the lead, send the “EMEA ONB – Training Details (Spoke to EATS)” email. Use the “Left Message EATS” template in case the attempt to call the client was unsuccessful.
    • Make sure to read through email and edit for any information that is not relevant.

  2. Second Reminder call and email, this must be made at least 24 hours before the training time.

    • If the training is claimed 5 days in advance, both calls (EATS and Reminder) are expected to be made
    • A third call is expected if the client doesn’t answer the reminder call.
    • If the training is claimed 3 or less days in advance, only the EATS call is expected and just a reminder email can be sent instead of a call, at least 24 hours before training. Use your best judgment on a case by case basis.
    • Use the “EMEA ONB – Training Details (Reminder day before) – Language” template in Close
    • Make sure to read through email and edit for any information that is not relevant.

  3. This is the list of tasks the trainer will get in close once a training is claimed, there’s not a strict order to follow, but they can be completed like this:

    • Call to introduce yourself, reference sent email, and confirm training time!
    • Send the Upcoming FareHarbor Dashboard Training email
    • Create GCal invite for training and invite training attendees
    • Call to remind the client of upcoming training
    • Email the client to follow up from today’s reminder call
    • If prior attempt failed, call and email to remind the client of upcoming training
    • Train client this morning/afternoon!

  4. Additional outreach tasks in Close (determined by the date in which the training was scheduled and the training date)

    • Reminder to complete Payment Setup Checklist (triggered when payment users are created)

Before Training the Company

  • Read builder notes in Close:
    • Initial Dashboard Build Completed > Additional Notes for Trainer
  • Speak to the AE to get an understanding of client personality, tech savviness and selling points.
  • Double-check the web login (if we have it) to make sure it works. If you are unfamiliar with the website platform, ask an integrator to check the login and confirm if we can integrate with the login we have.
  • Make an online and a back end booking on the Dashboard to familiarize yourself with the setup. If there are custom calendars/manifest, see how they work; if not, create them if applicable. Complete the Custom Activity Onboard Specialist Self-Check Completed. If you have questions or see any inconsistencies, flag it to the builder before the training.

Actual Training

Intro and Discovery

Use the first 5-10 minutes of the call (depending on whether the client watched the Pre-Training video or not) to build rapport with the client, make sure they are setup and ready for the training, and ask some starter questions to influence the direction of training. If they watched the pre-training video, focus your training on discovery.

To Do’s:

  • Introduce yourself, thank the client for joining.
  • Verify that the client can see your screen and your mouse moving.
  • Start recording, letting client know you’ll be sharing the recording after for their reference
  • Inform the client that this is an initial overview and introduction to the dashboard. We can schedule additional training sessions further down the line to go in depth into certain topics if required, but the goal here is to review the basics, so they can start taking bookings asap.
  • Ask if the client has watched the Loom video.
    • If yes: ask if they have questions/feedback on the video. Show the setup of the Dashboard: custom calendars & manifests, email preview, Item Section, Resources (if necessary) and Settings (Refund Reserve, Users). Ask open questions to get to know the client.
    • If they haven’t watched the video: ask why they did not watch it and continue with normal basic training

Potential questions/discussion points:

  • Before we begin, tell me a little bit about your company
  • How do you currently take bookings?
  • Have you used a reservation software before
  • What is your role in the business
  • Do you have staff such as reservationists or guides, a marketing or website team? Are you the decision maker?
  • Why are you moving to FH
  • Is there anything specifically you want to go over today
  • Please let me know if any dates, times, prices are incorrect, we’ve built this out based on the info (AE) collected, but if anything looks off, just let me know
  • Seasonality — Ask them which month is their busiest of the year.

Booking Calendar

To Do’s

  • As soon as you begin recording, make very clear to the client the section you are in. Confirm that they will be taken to the Bookings Section/Calendar every time they log in. Use keywords like “backend” and “direct user”.
  • If they have custom calendars, explain how these work and how they can use them.
  • Do NOT show how to create new custom calendars unless the client asks. This should be done ahead of time.
  • Go over how to look up a specific date on the calendar (using the arrows and clicking on start date).
  • Explain terms like “item” and “availability”.
  • Make a booking
    • Go through book form
      • Make very clear to the client that this is a backend view only. Customers online will see a different view.
      • Personal info (only name required backend)
        • Point out contact language if they have translations.
        • Show how to change this and what it means.
      • Subscribe to company email list (only serves as indication to business).
      • Optional confirmation email (mention we make it default to be automatically checked before going live).
      • Cover booking note (internal note and appears on manifest).
      • Add customer type; mention overbooking when applicable.
    • Ask how the client currently takes bookings and adds payment. This will determine how in depth you will go through each form of payment. For example, if they never take a CC # over the phone, don’t show or spend too much time on the option, “Save card to charge later”.
    • Show the client the option to apply a gift card if they have that item.
    • Choose “pay in full” and charge full amount to card.
      • Use demo CC # and change processing country to the Netherlands.
      • See here for how default country is determined on the backend and frontend.
    • Ask if they have any questions based on what you went over on book form.
    • Complete booking.
  • Bookings Overview Page
    • Describe the overview page and the relevance of it.
      • Point out how to edit contact info, contact language and booking note.
      • Explain booking ID.
    • Demonstrate how to add/remove customers.
      • If money is due, show add payment and card on file.
      • If overpaid, show how to do partial refund for difference.
    • Demonstrate how to rebook (explain this is the process for rescheduling and/or moving the customer to a different item).
    • Demonstrate how to cancel, then option how to refund (none, partial or full).
    • Show 3 ways to find a booking.
      • By going to the item’s availability and clicking “open availability”.
      • Typing Name, Phone #, Email, Booking # into the search bookings bar.
      • Recent clock icon
    • After showing how to look up a booking, open one of your test bookings going back to overview page.
      • Show the logged activity of all actions at the bottom of the overview page.
      • Ask if there is anything else they would like to see or have questions about.

Potential questions/discussion points:

  • What are your rebooking/refund policies?
  • Do you take many bookings over the phone/email/walk-in or is it solely online bookings?
  • Are there any post booking actions you normally take prior to activities?
  • Do you take a security deposit? (Only in the case of dashboards with rentals or similar activity types. Ff yes, explain cc hold feature)

Manifest

To Do’s

  • Explain what it is – itinerary for the day.
  • Show client how to print/download the manifest.
  • Show how to check people in; digital way to check people in.
  • Show how to get to the Bookings Overview Page by clicking on their booking ID number.
  • If there are custom manifests, show how those work.
  • Custom Manifests should be set up ahead of time based on OB doc and/or client needs. Do NOT show the client how to create new Custom Manifests unless they ask how to do this.

Potential questions/discussion points:

  • When a customer arrives at your activity, what is your check in process?
  • Give additional homework – adjust the columns here to show what you need

Reports

To Dos:

  • Inform the client that reports are based on booking data, so until they start receiving bookings, there won’t be much to show here.
  • Give a basic overview, showing that there are a lot of suggested pre built reports, and these can be customised to their needs
  • Show the Payouts report, explain the payouts are batched every 24 hours before being issued to bank account
  • Let client know they can schedule an additional Reports training once they are live to go further in depth here.
  • Show the help doc links if necessary

Potential questions/discussion points:

  • Ask what type of reporting they’ll be interested in setting up in the future
  • Do you use software for accounting, such as Xero, MYOB etc? Maybe they could use a webhook

Items

This will generally be a very high level overview. If they want to go in depth into editing and creating items, this can be done during a separate training session.

To Do’s:

  • Show list of items that we have built, confirming these are the activities they offer
  • Show resource list, and confirm max uses
  • Explain that this tab is generally already set up but where you will come every once in a while to make item updates

Potential questions/discussion points:

  • Are you looking to add additional activities in the near future?
  • Does your pricing change regularly?
  • Is your schedule likely to change?

Settings

To Do’s

  • Show how to edit own user account and enable email notifications.
  • Go over permissions and how to create users in Users and Permissions section.
    • Directors have full access to edit Dashboard settings, view all reports, and manage accounting-related information such as bank accounts.
    • Managers can make changes related to bookings, availabilities, and crew but cannot view reports.
    • Reservationists can create and edit bookings.
    • Guides can view bookings and crew assignments, but cannot make any edits besides checking in customers, creating crew assignments, and sending communications.
  • Go through Bank and Payments.
    • Explain why it is important to complete this as soon as possible. This should be the first thing the client does when they log in to the Dashboard.
      • Terms of Service must be accepted and verification needs to be completed before integration is submitted for go live.
      • They should add bank account too
      • For monetized regions: a billing method needs to be added to pay for the API Fee. Note: The billing method needs to be added before the Connectivity team start mapping our clients’ API Connections. If a billing method is not added, we will not map our clients’ API Connections.
      • Discuss need for ID of owner(s): They will be able to upload ID when completing the verification section (this is part of Stripe’s KYC policy, see here for more information).
  • Refunds Reserve section
    • It is crucial we explain the importance of this section, as FareHarbor cannot trigger debit bank accounts for refunds.
    • Show how to move money into refund reserve from future payouts and vice versa.
    • Explain refunds will be taken from “Future Payouts” before taking from refund reserve.
    • While you cannot enable recurring refund reserve until a bank account is added, explain how this works.
  • Explain that a billing method needs to be added to pay for the API Fee.
    • Note: The billing method needs to be added before the Connectivity team starts mapping our clients’ API Connections. If a billing method is not added, we will not map our clients’ API Connections.

Front End View and Closing

First thing to show is the booking process for online customers. This is a good time for clients to review some of the pricing, availability and confirmation notes to ensure they are looking correct.

To Dos:

  • Slowly go through the booking process for one item, completing an online booking
  • Start to introduce FH terminology, explain Items/Availabilities/CTs and CFs.
  • Review booking confirmation page
  • SSL certified? If not, explain why they should.
  • Integration conversation.
    • Explain next steps for going live.
    • Let them know you will email them once the integration is complete if it is LSD (Live Same Day).
  • SCHEDULE A TIME TO RECONNECT AT THE END OF YOUR CALL.
    • Only do this if they are not LSD.
    • Let client know you will be sending them a follow-up email with user information as well as a link to the B&P section
    • You will send a separate email once integration is complete letting them know they are live.

Potential questions/discussion points:

  • Is there anything additional you’d like to ask the customers during the booking process
  • Do you have any days that you are not open/public holidays etc?

After the Training

  • Remove Dashboard from demo mode unless client pushes back on go-live date and specifically requests to use dash in demo mode (to make test bookings) or if a lot of updates are required.
    • Out of demo mode: let client know all bookings and transactions will be live.
    • Keeping in demo mode: let client know they can make practice bookings and use demo CC #.
  • Find the training recording stored in your computer on your Meet Recordings folder or the folder of your choosing.
  • Change the name of the recording to the client’s company name.
  • Log into your Google Drive, update the training recording to the “Training Recordings – your name” folder and then obtain the link to the recording.

  • Send a Follow-Up Email (template: ONB – Training Followup (use templates for specific language if needed), which details any additional steps to be taken before the company goes live. In this email, be sure to include a link to login to the Dashboard.

    • Provide login link if dash is out of demo mode.
    • Provide preview link with detailed instructions if dash is still in demo mode: https://fareharbor.com/shortname/login/?preview=b9eeed.

  • Create the Dashboard Training Completed (for New Client) custom activity and fill in all fields accordingly.

    • Select if the client completed the Payment Setup Checklist in advance.
    • What company employees were trained and if this was their initial training or a followup training.
    • Add the training notes describing what happened during your training
    • Next Steps (i.e. Updating pricing or FH doing integration…)
    • Target Date:
      • When you expect the company to go live; this should be as accurate as possible.
      • If client does not want to go live after the training and cannot provide a date when they want to go live, schedule a follow-up call with the client and provide that date. All future followup plans should be detailed on the training notes.
    • Automations triggered:
      • Lead status updated to “Trained – wait for live”.
      • Dashboard Training Completed post in the Dashboard’s Slack channel (this will serve as the communication reference for the AE or Builder to follow up on).
  • If Dashboard updates need to be made:
    • Create the Dashboard Updates Requested custom activity, which will inform the Builder of any updates that need to be completed.
    • If the updates are “minor” and can be handled by the Trainer, create the Dashboard Updates Requested custom activity and once updates are completed, create the Dashboard Updated for Client custom activity.

For FH Integrations

  • If FH Integration, fill out the FH integration form that can be found here.
  • Full integration help page is here.
  • Once the integration is claimed, the integrator will join the lead’s Slack channel and will ask any questions they may have on the lead’s channel.
  • After completing the integration, the integrator will post in #checks_dash and the communication between the trainer and integrator will move forward on that thread.

Once the Integration is Complete

  • When the client does the integration:

    • The Onboarder is responsible for sending client/web developer codes with instructions on how to integrate (using the email template “EMEA ONB – Send codes to web developers – Website Type”). Additionally, the trainer is responsible for staying in touch with the client/web developer until integration is complete.
    • Once the integration is done, post in the #checks_dash room using the corresponding workflow. Integrations need to be checked by the trainers using the below (copy and paste this in the thread):
      • CTA button (floater) above the fold, stands out and in the place and a color that fit the website aesthetic. ✅
      • Does the website lightframe? ✅
      • No old software or booking forms without previous approval. ✅
      • All booking links lead to correct items and flows that were requested. ✅
      • Mobile integration is working and no buttons are covering the content. ✅
      • Call or email to book text removed . ✅
      • Phone numbers removed from prominent areas that indicate a call to book message. ✅
      • Gift card button N/A
      • Integrated on all languages. ✅

  • When FH does the integration, the integrators will post in #checks_dash to have the integration and Dashboard checked. They will tag the builder and trainer.

    • For tiers 0 – 1: Integrators check their own integration thoroughly (based on a checklist)
    • Tiers 2 +: Integrations need to be checked by the trainers using the below (post this in the thread):
      • CTA button (floater) above the fold, stands out and in the place and a color that fit the website aesthetic. ✅
      • Does website lightframe? ✅
      • No old software or booking forms without previous approval. ✅
      • All booking links lead to correct items and flows that were requested ✅
      • Mobile integration is working and no buttons are covering the content. ✅
      • Call or email to book text removed. ✅
      • Phone numbers removed from prominent areas that indicate a call to book message. ✅
      • Gift card button N/A
      • Integrated on all languages ✅

  • Send the client a “Go live email”

    • EMEA ONB – Live with FareHarbor (FH Integration/Client Integration) – Language
    • Make sure to read through email and edit for any information that is not relevant.
  • Use the Custom Activity New Dashboard Integrated. This will change the status of the lead from ‘Trained wait for Live’ to ‘Won’.

  • Post in the #live room in the following format, tagging the AE, the Sales Manager and @oblive as well thanking the builder, and the integrators.

  • Complete an OB > AM Handoff custom activity in Close for the AM with any details that might be important for them (like “This client is a power user” or “Will only be using FH email notifications”).

    • Custom Activity:
      • Which dashboard(s) are you sending to the account management team?
      • Point of Contact
      • POC Sentiment
      • Who was trained
      • Are there any ongoing projects?
      • Ongoing Projects
      • Sales Pain Points
      • Sales Selling Points
      • Onboarding Pain Points
      • Onboarding Selling Points
      • Check the lead accuracy
      • Does the client utilize OTAs/Affiliates?
      • If so, have they been connected in the Dashboard?
      • Are there any activities, tours, events, etc. that the client runs that are not items in the Dashboard?
      • Additional Notes:
    • If a lead has an OB > AM Handoff custom activity, that is a signal to the Account Management team to assign an Account Manager.
    • If a client is live but still has a lot of updates and the Onboarder remains heavily involved, do NOT complete an activity:
      • Provide an “OB Update” note in Close detailing what you are working on with the client.
    • Once client updates are resolved and you feel they are ready to have an Account Manager introduced, complete the “OB > AM Handoff” Custom activity

AM Note Section Explained

OB > AM Handoff custom activity is a way for Onboarders and Trainers to communicate when a new client is going through the stages of getting set up.

An OB > AM Handoff custom activity should be created in each lead once live to help with the transition to Account Management.

Read more below about how each section of OB > AM custom activity is used, as well as some additional things you can add if it’s applicable to your clients onboard.

Custom Activity Fields:

  • Which dashboard(s) are you sending to the account management team?
    • Select the dashboard(s) that are ready to be sent to be introduced to the account management team.
  • Point of Contact (Required)
    • Decision Maker
  • POC Sentiment (Required)
    • Clients view or attitude towards the onboarding process: How was the sentiment of the client during the Onboarding and Sales process, if they were friendly during the training or not. If the AM will deal with more than 1 person (BE VERY SPECIFIC AND HONEST, this is one of the most important sections of the note and it needs to be very detailed).
  • Who was trained
    • Leave Blank. Training Attendees autofilled from Dashboard Training Completed (for New Client)
  • Are there any ongoing projects? (Required)
    • Yes/No
  • Ongoing Projects
    • Detail requests or developments still taking place: Any ongoing or uncompleted projects with the OB (for example, connections with APIs, Dashboard configuration). Or future projects the AM should handle, if any (for example, FH sites, webhooks, setup that should change, new items that clients will add in the future, etc).
  • Sales Pain Points
    • Leave Blank. Autofilled from Dashboard Training Scheduled (for New Client)
  • Sales Selling Points
    • Leave Blank. Autofilled from Dashboard Training Scheduled (for New Client)
  • Onboarding Pain Points
    • Detail any new pain points during onboarding: Any pushback from the client during the onboarding or sales process, what the AM should not mention or avoid. Things that the Trainer or Builder needed to change on the Dashboard configuration in order to operate with us, potential escalations (concerns/objections), or things the trainer noticed the client was particularly dismissive or sensitive to during the Onboarding process.
  • Onboarding Selling Points
    • Detail any notes in the training that the client is excited about: You should let the AM know about Dashboard features (crew assignment, resource openers, sales reports, custom conversion tracking) or FareHarbor services (Channel Support, APIs, Strategic Partnerships, Website/SEO support) that the client expressed interest in (information gathered by the AE and compiled by the OB).
  • Check the lead accuracy (Required)
    • Check the lead’s Contacts, Business Name, Lead Website, Object URL Website, and TripAdvisor.
  • Does the client utilize OTAs/Affiliates? (Required)
    • Yes/No
  • If so, have they been connected in the dashboard?
  • Are there any activities, tours, events, etc. that the client runs that are not items in the dashboard? (Required)
    • Yes/No
  • Additional Notes: (Required)
    • Notes on special integrations and information about other activities the client engages in that don’t have items, as well as any other relevant details the Account Manager should be aware of regarding this client: This should be a brief explanation of the Dashboard configuration, NOT a copy-paste from the Admin note and also NO numbers (for example, Complexity 3). It should explain in a couple of sentences things such as tricky Dashboard setups, special cutoff times, why the resources were setup that way. It can have the following included: “For more information, please check the admin note” or other wording to indicate it was a simple Dashboard with an easy setup.

Special Integration Notes

Any special integration notes or request from the client if there are any to report (for example, buttons should be a specific color, client requested to not have a floater, specific price sheet integrations, website login was temporary, integration was made by the client, etc). Website login MUST be uploaded to Keeper. If it is not in Keeper, you can add it yourself or ask the builder to do this for you.

After completing the “OB > AM Handoff” custom activity, archive the Dashboard’s Slack channel. If the channel needs to be re-opened for any reason, the channel link can be found in the OB – Slack Room custom field.

Additional Notes

  • It is the Onboarder’s job to make sure the client connects and completes the Payment Setup Checklist. The verification section and terms of service must be complete before going live. Stripe does not allow companies to process payments without these sections completed.
  • Customer Verification and Photo ID
    • Customer verification is something that occasionally concerns our clients. They don’t want to enter their personal info, are worried they will be liable for the business, or they don’t know why they need to do it. If you encounter this situation, please speak with Sam Kaiser and/or Michael Klempner. Here is the language we will likely use:
      • The reason “extended” verification is required is due to a federal regulation called “Know Your Customer” (KYC). This extra verification step ensures that a real person is connected to your business. Learn More.
      • For any organization, we need to collect information about the entity, in addition to that of one or more persons who represent the company. This will help ensure you don’t have any disruptions to payouts.
      • The company representative can be anyone who has authorization to represent their business. These individuals are not responsible or liable for any activity that happens on the businesses’ account.
  • Payment Setup Check for non-US bank accounts help page can be found here.
  • Rescheduling a Training
    • Client reaches out to Trainer to reschedule prior to training date or after training date (no show).
      • Trainer coordinates time that is convenient to their schedule and the teams schedule by looking at the calendar on the FH – Training EMEA dashboard. After confirming the new date with the client, the trainer will reebok the booking on the dashboard, add a new Dashboard Creation Requested (for New Client) custom activity on close (copy and pasting information from the old one) and reschedules the Google Calendar invite.
    • Client reaches out to AE to rescheduled prior to training date.
      • AE first checks the FH – Training EMEA dashboard to check if spots are available, coordinates with Trainer’s personal schedule via the Dashboard Slack channel and in case trainer is not available, a new trainer will claim the training and the old trainer will leave the room.
    • If the client is unresponsive, Trainer must set the OB 06 status in Close to ‘Not Smooth’ which triggers a post in Slack channel with status update, until the client is ready to be rescheduled. If “Not Smooth”, the responsibility is on the AE to reschedule with the client.

  • Slack Best practices

    • Organization: FareHarbor → Preferences → Sidebar

    • Sidebar

      • Always show in sidebar:
      • Personal preference
        • Show…
        • All your conversations
        • Unread conversations only
        • Custom depending on section
      • Sort…
        • Alphabetically
        • By most recent recommended setup
      • Sidebar sections: Customize based on personal preference and recommended sections by position

    • Notifications: FareHarbor → Preferences → Notifications
      • Notify me about: Direct messages, mentions & keywords
      • Notifications can be set up by channel: Example: For Dashboards that require your eyes on each interaction/that are escalated, set notifications for this channel to: Notify me about…all new messages.

Opportunities or Expectations

These could come from the AE (for example, if the lead is part of a larger company, if it is a big name to have on a city, the website is not secure, ASN buttons or QR codes, etc) or from the Onboarder (anything the client requested to discuss with the AM, what the client expects from the AM, and/or which topic(s) they should talk about during the intro call). Part of the Account Manager’s job is to be creative in terms of problem-solving. The more they are aware of the client’s day-to-day pain points (for example, “I spend too much time on the phone”), the more they are able to create solutions that fit with their needs.

Willing to Make Referral: yes or no

You will decide “yes” or “no” based on your experience with the client during the Onboarding process and how willing the client is to use FareHarbor. Use your best judgment to determine if the client would be willing to make future referrals.

OB-Sales Best Practices and Policies

Objective: Streamline the AE-OB process to prevent future complications and expedite the ‘go live’ date.

Website Check

  • It is the responsibility of the AE to initiate contact and determine whether the integration will be a FH or a client integration.

  • Please note that prior to the training, it is essential for the client’s website to be publicly discoverable through organic means in order to be considered ‘live’.

    • ‘Live’: a website discoverable in a public, organic way’

  • Ensure that the website is ready and does not contain any unusual content such as ‘under construction’ messages or random descriptions on pages.

  • EXCEPTION: If the lead is a Tier 2 or higher, we can move forward with a training as long as there is a clickable preview link that shows a complete website. Additionally, there also must be an agreed upon date to publish the site, so we have a clear go live plan.

Trainings are not allowed for tier 0 or 1 even if there is a preview link. The site must be published by time of training.

  • If this is a ‘client integration,’ it is crucial to establish a well-defined plan with the client. It is essential to obtain the contact information of the web developer so that we can directly share the codes with them immediately after the training.

  • The AE is responsible for verifying the website’s live status, gathering login details, and obtaining the contact information of the web developer.

How to avoid missing Items

  • It is the responsibility of the AE to gather all necessary information about items prior to the training, including pictures, prices, descriptions.

  • When finalizing the OB document, it is important to double-check with the client whether the items listed on the website are the only ones we will be working with or if they have additional items in mind or in their website.

  • Please note that all items that the client offers must be provided to OB for the training. It is our policy not to allow clients to build their own items. We can provide live training on how to build items, but this should only apply to items that do not yet exist in the business.

  • The client should be aware that we cannot have two reservation systems in place, including a ‘private’ reservation system or any other system that allows customers to select a date and make payments;

    • Exceptions to the rule:
      • When lodging is on a lodging specific software (Example: Airbnb, Booking, a proprietary lodging software, etc.)
      • When retail items are using Paypal/Square (Example: books, toys, memorabilia)

Affiliates, Existing Reservations and vouchers, Smart Waivers

  • Please confirm if the client has any existing reservations, gift cards, and memberships that need to be transferred to the dashboard. Before asking the client the logins to their current reservation system and offering to export the data for them, please, first make sure they can get the export document on their own and send it to us in order to save time and effort. Each reservation system is different, and the OB team is not experts on each of them. Client’s can contact the support team of their reservation system in case they don’t know how to run a report in it. Offering to get the report for them should be our last resource in case the client can’t send it to us.

  • Additionally, it is important to inquire about any existing affiliates (such as hotels or partners) and OTA’s (Online Travel Agencies) that need to be added to the dashboard. Gathering this information beforehand is crucial for a smooth onboarding process.

  • Regarding the OTA’s connection, please avoid providing fixed dates for when the connection will be ready. The connectivity team operates on a queue system, so it is necessary to manage expectations with the client and prevent future frustrations (you can check here the Connectivity SLAs).

EMEA Training Process – Steps in Close

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