Welcome to GuestCentric’s Frequently Asked Questions for Partners
In our efforts to facilitate the communication flow we have created this FAQ where you can browse for general doubts and questions. You can find Questions related to Contract, Payments, Additional Services and the product.
General Questions
Q: What information is needed to move on as Partner?
A: We need information on your business and what your short/long term goals are as or representative in your area. You need to agree to the contract of services with your Account Manager.
Q: What is the GC Partner Role?
A: You will be the key contact in your area for the hotelier. You will be responsible to generate more business in your area and give general support to your customers.
Q: What products do you offer the Hotelier?
A: Some of the Products we offer are: Booking Engine, Website design, Facebook page and social marketing, Mobile website, PMS integration, Channel Management, Portal website development.
NB. Since we’re constantly upgrading our Product and partnering with external providers please ask your e-commerce Manager for an updated list of products.
Q: Is there going to be any training for the Partner?
A: Yes, initially all training given will be online. You will have access to GC documentation to help in your sales process. Agents will also be provided with a GC email account.
Q: I need to review some items/features on the platform, who can I turn to for help?
A: If you have any sales doubts you should contact your e-comerce Manager. However, if your doubt is related with the platform or any technical issues you should contact our support team at support@guestcentric.com explaining your doubt/problem.
We also have a help page for quick reference that explains with easy to use, step-by-step e-cards several topics of the platform.
Furthermore there are weekly webinars available in both English (Thursdays at 11AM EST) and Spanish (Wednesdays at 11AM EST).
To attend one of these webinars please send an email to ace@guestcentric.com stating the day you would like to attend and how many are attending.
Contract
Q: Where can I find information about commission related to Additional Services(i.e website development)?
A: The Reseller can find information related to discounts and fees on point 10, Exhibit 2 of their contract.
The Agent Can find information related to discounts and fees on point 8, Exhibit 2 of their contract.
Payments
Q: If I am a Reseller who does the hotel make the payment to?
A: In the case of being a Reseller GuestCentric invoices the reseller and the Reseller int turn takes payment from hotel. It is the Resellers responsibility to make collect payment from hotel.
NB. Extra services such as, website design, Channel Management integration etc.are prepaid. Development of these will not start until payment to GuestCentric is made.
Q: If I am an Agent who does the hotel make the payment to?
A: In the case of being a Agent GuestCentric invoices the hotel directly and once payments is made, commission is paid to the Agent the following quarter.
NB. Extra services such as, website design, Channel Management integration etc.are prepaid. Development of these will not start until payment to GuestCentric is made.
Setup
Q: What information is needed to create the hotel’s account/back office?
A: We need Property’s full address (Street name and number, Town/City, Post code, region and Country), Reservations phone and fax if applicable, reservations email, Property domain(s), Main User/Decision Makers email. You need to specify if it is a booking engine only client or website. A base language needs to be defined (this is the language that the user will work on and from where the translations are going to be made).
Q: What info is needed for booking engine only clients?
A: You need to complete the setup of the property (Room inventory, room types, rates, etc)
Ask for the clients FTP details of website (Domain, Username and password) we pass it on to our engineers to insert booking engine. They are the ones to evaluate where the booking engine will be inserted.
If the client or their webmaster is inserting the booking engine please send them the following e-card that explains where to get the codes for different layouts and languages: How can I get the codes to insert my Booking Engine
In less than 24 hours you can have your service active on your website!
Q: What info is needed for website clients?
A: You need to complete the setup of the property (Room inventory, room types, rates, etc) Good Quality and High resolution images are needed for the banner.
To redirect the new GuestCentric website to the hotel’s website the following steps need to be followed by Hotel or webmaster with access to the domains control panel.
STEPS TO REDIRECT:
1- Login into your control panel
2- Change A record for the domain (yourfabhotel.com) to point to the 174.143.76.160 IP address.
3- Change the CNAME record for the subdomain (www.yourfabhotel.com) to point to http://yourfab-hotel.guestcentric.net
NB. We will send you a customized message at the time the hotel’s new website has been developed.
Q: What are the basic steps for a setup session?
A: Please refer to ISS Script check List (Provided on Partner Pack)
Q: The new design is ready, why can’t I view the website content I have been inserting?
A: Once you’ve started to insert content on the hotel’s Back office you need to make sure you click on the “Publish” button to be able to view it.
Q: When should I/the Hotel start inserting content for the booking engine/website?
A: Ideally Setup/ISS (Initial Setup Session) should start as soon as accesses to Back Office are created.
