Recognizing one
A concierge booking shows an affiliate label on the FareHarbor booking, naming the partner who booked it (Westin, Hawaii Concierge, etc.). If you see an affiliate label, treat it as concierge.
Pre-dive follow-ups
Concierge bookings
A concierge booking is one made by a hotel, resort, or travel agency on behalf of their guests. Most of the follow-ups process is the same as a direct booking. Cadence, status checks, and document collection are unchanged. Two things differ: which channels you use, and what to do when you can't reach the student.
Where to message
Do not message the student through FareHarbor. Every FH message includes the booking receipt, which shows our prices. The concierge's price to their guest is likely different from ours, and we don't want to step on their toes.
Use one of:
- info@extendedhorizons.com for email
- RingCentral for SMS or call (most common)
You can still use the canned messages. Just copy-paste them into the email or RC text instead of sending them through FareHarbor's messaging tab.
If you can't reach the student
If you have not been able to reach the student and their dive is within seven days, escalate to the concierge who booked it. Concierge numbers are saved in RingCentral under Contacts.
Sometimes the concierge passed along a bad phone or email. Sometimes it's a system glitch. Either way, the concierge can usually help.
Don't feel awkward about it. Medical forms and eLearning are legal prerequisites for the dive, so flagging a problem at seven days out is exactly what we should be doing. It's competency, not ineptitude.