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RESERVATIONISTS
DASHBOARD
Service Overview
reservations
confirmations
tutorials

Quick Reference Guide

Find answers to your questions here

Welcome to CTS Dashboard Quick Reference Guide

This page is designed to learn about the Casino Transportation Service, using the CTS Dashboard and read/view "how to" reservation tasks in Booking Tool. Hopefully this page will help answer any questions you may have. Please take the time to read through this page.

Welcome to the CTS Team

We are happy you are here. :) This is a list of what you will need to get started making reservations.

New Reservationist Set-Up List

  • Contact Info: We will need your First and LAst Name, Mobile phone number and email address.
  • Computer: Set-up browser with CTS dashboard, Booking tool for ALL CASINOS, CTS email and Ooma phone system to receive incoming callcenter calls.
  • Mobile Phone: Set-up Ooma phone system to receive incoming callcenter calls.
  • Links & Passwords: We will provide you with all links and passwords needed.

Feedback

Please help us by providing your suggestions or adjustments!

Your feedback is helpful and suggested. If you find that some information doesn't seem correct, missing or may have further questions/suggestions, please feel free to contact me. Thank you!

Tim Kometer
Cell: (312) 919-9168  
timk@cts-now.com

Service Overview:

Rules and details for the bus service

About CTS's Service

Casino Transportation Solutions (CTS) is a marketing and logistics company, specializing in implementing, marketing, and managing casino transportation services. CTS provides safe, convenient, guest friendly transportation solutions to Casinos nationwide. Our service is mainly contrived of the Line Run approach. a luxury, round-trip motorcoach service, picking up guests at Locations 1, 2, 3 & 4 and dropping guests off at casino. We also provide Group Charter services.

See the below information:

General Service Policies:

These are general policies that typically apply to all casino transportation services, but may vary from service to service

Transportation Service:

Transportation is for gaming customers only

Age Requirement:

Must be 21 or older and have a valid photo ID

Bus Pick- Up /Arrive to Casino Times :

Bus pick-up and arrival times are estimates only. Route departure times at each pick-up location, are estimated and may vary due to traffic, weather or bus mechanical issues.

Bus Depart Casino Times :

Bus departure casino times are determined by hours of stay time for each casino. Stay times are posted on casino pages.

Players Club Member:

Guests must be a Players Club Member. If they are not a member, they can join for free at the Players Club desk upon arrival. This is the only way for guests to receive program incentives.

Greeting Guests at the Casino:

A casino representative will greet the guests upon arriving at the casino. Greeter will also remind all guests of departure time and where to locate bus when departing.

Wheelchair / ADA Requests:

Wheelchair requests vary from casino to casino. Please see Wheelchair / ADA Requests section on casino dashboard page.

Overnight Stays:

Overnight stay vary from casino to casino. Please see Overnight stay requests section on casino dashboard page.

Food or Drink on Bus:

  • No, Food or drink is not allowed on the bus.
  • Absolutely No Alcohol Allowed.

Radios / Mobile Phones:

  • While using Radios / Mobile Phones on the bus headphones should be used. No speaker phone usage.

Personal Items Lost / Stolen:

  • CTS, the Casino and the Transportation Provider are NOT responsible for passengers’ lost / stolen personal items.
  • If guests report they left personal items on the bus. Call / text the bus company to see if it was recovered.
  • Then call guest back with the response. If found, let guest know where they can pick items up.
  • Contact information and lost and found pick up location (Usually the bus yard) can be found on each casino page.

Damaged or Towed Vehicles:

  • CTS, the Casino and the Transportation Provider are NOT responsible for damaged or towed vehicles.
  • If someone calls with a claim, please let the CTS Administrative Team know, and they will follow up.

CTS Reservationists

What is required when not answering calls

What a CTS Reservationist should be doing while scheduled

This section lists the times of the callcenter hours and schedules. It also, defines the additional tasks that a reservationist should be doing when not answering incoming calls. As a reservationist, you are an important part of the communication process, to the CTS team members, guests, casinos and bus companies.

See the below information:

Callcenter Hours

It is important for the callcenter to have the proper coverage for each day. Below are the hours that the callcenter is open daily. Also provided is a link to reservationists schedules. If the schedule is incorrect or you cannot fill the time slot provided, please let us know.

Weekdays: Monday-Friday

9:00 am - 6:00 pm

Weekends: Saturday & Sunday

10:00 am - 4:00 pm

Schedule Calendar:

View Schedules

NOTE: If callcenter is closed, guests can leave a voicemail or make online reservations 24/7/365.

Callcenter Calls:

Taking care of all  phone tasks using Ooma phone system

  • Answer Calls: Fielding incoming calls, answering questions about service and making reservations for each casino.
  • Voicemails: Listening to guests voicemails from off-hours or missed calls. Please return all calls as soon as possible.
  • Phone Menu: Become familiar on how the incoming call phone menu works and what the guests hear.

Team Member Communications:

Communicating to appropriate team members on service updates issues and reservation needs

  1. Sent to CTS Team Members only and are for ALL CASINO communications.
  2. When texting, reference casino by beginning text with casino name. (Ie. Naskila: We have a problem...)
  1. Send/receive CASINO communications to/from Bus Dispatch & CTS Team Members only.
  2. Send/receive CASINO communications about Bus Routes, ETA and ADA/Wheelchair requests to communicate to casino.
  1. Email CASINO about Bus Routes & ETA.
  2. Communicate any other special needs or requests.

View and Answer Incoming Emails

Many guest will communicate via email provided on website & marketing materials. These emails are forwarded to the CTS Reservation email.

View and Answer Incoming Social Media

Respond to Facebook/Meta questions and comments.

CTS Dashboard

How to use the it and more

What is the CTS Dashboard?

The CTS Dashboard is all the information you need about CTS Casino Transportation Service in one place. Since the booking software does not allow for us to make reservation for all casinos in one place or add additional information... the dashboard was created!

See the below information:

Setting up your browser:

Choose a browser that works for you. We prefer using Google Chrome. You will use the Dashboard as your "Hub" to get from casino to casino. Set your browser up like below:

NOTE: If you have a gmail account you can create different profiles for you browser. One for personal and one for CTS. You can also add all the other page links needed for CTS, ie. Ooma, CTS Email login page, etc.

Using the CTS Dashboard:

The Dashboard has all the information compiled into a single page to understand the service for each casino. The casino service may vary from service to service. Collapsable sections/ areas have been created to save space. Learn about the sections of each casino dashboard page and what it is used for.

  1. Page Navigation: Navigate to sections of casino page. Navigation to different casino pages of the dashboard
  2. Page Header: Identifies which casino page you are on with casino logo and bus
  3. Casino Buttons: Links to Booking Tool for the individual casinos
  4. Front End Reservation: Emergency reservations only. If for some reason Booking Tool back end is not responding
  5. Weather: Current local weather of casino area
  6. Casino Specific Details: Quick glance at Pricing, Receive, Stay Time, Reservation Type, Reservation Payment and Special Notes
  7. Casino Specific Details: Additional information about casino service
  8. CTS-Quick Links: CTS Email Login, Samsara Tracking, Express Website, Schedules, Protocols / Tutorials, Casino Guest Log
  9. Schedules/Map: Pick-Up locations, schedules and map
  10. Casino Specific FAQs: Common asked questions and answers
  11. Important Service Contacts: Information for Casino Team and Bus Company
  12. CTS - Team Contacts: Information for CTS Reservationists and Administrative Team

NOTE: Some sections and Information within sections may be casino specific.

Callcenter Calls

How to's and Customer service

Fielding Incoming Call Center Calls

Customer service, is a very important part of our service. When making reservations, speed, ease and collecting proper information is also important. Guests can call to make reservations or inquiries about the service, by calling the phone number posted on casino service website.

See the below information:

How to Handle Calls:

Answering the Call:

Incoming calls will ring and show the Casino's Name in which the call is associated with. Answer the call with the following approach:

Positive Attitude:

Be courteous and patient. Some guests may be elderly or there may be a language barrier. Always end the call with a positive remarks such as "Thank You! or Have a Good Day!"

Take Control of the Call:

Take over the reservation dialogue. First ask if they have made a reservation in the past or not. This will determine whether you need to make a new reservation or clone a reservation. Then follow the "Book a Manual Trip" form fields to formulate the next questions.

NOTE: The above are suggestions. If you find an approach that works best for you. Go for it!

Be Knowledgeable about service:

Make yourself knowledgable of all the service details by taking the time to read through the dashboard. Also, while on the call use the dashboard as a tool to anwser any questions the guest may have.

Ooma Phone System:

The call center phone system is designed to allow for multiple casino call lines to transfer to multiple reservationist locations.

Types of Reservations

How to make different types of reservations

Reservations

There are two ways a guest can make a reservation. Online and Phone reservations. Reservations are the only way to ensure guests have a confirmed seat(s) on the bus. Sometimes it may be required. In most cases, guests with reservations appearing on the manifest, will board prior to (walk-ons) those who do not have reservations.

See the below information:

Online Reservations:

We recommend Online Reservations through our website and marketing materials. It is faster and easier than making a reservation over the phone. It helps relieve the callcenter of phone traffic. Due demographics, casino locations and language barriers, some guests may prefer Phone Reservations over Online Reservations.

NOTE: Same day reservations are allowed up to 3 hours prior to first departure time on that route. The manifest is set to auto-send 3 hours prior to first departure time.

Online Reservation Steps:

Just in case a guest calls not understanding how to make an Online Reservation, below is some information of it works. Process is slightly different than the Booking tool page. View the front end of the booking entry form here: Online Booking Form

NOTE: Online reservations allow for guests to make reservations without using an email address.

Phone Reservations:

Reservations are easy to make when using the the Booking Tool reservation system. It is important to use the Booking Tool's Back End for reservations so that we can track online vs. phone in reservations. There are two ways to make a reservation for a guest (First Time Guest) or (Repeat / Cloning Guest).

Making a (First Time) Guest Reservation:

Cash & Credit Card Payment steps:

For Credit Card Payments continue with next steps:

  • Reservation List page > Click View next to reservation > Click Charge this amount *($00.00) next to Total Cost > Do not send email confirmation (leave Send Email To blank)
  • Credit Card Reservation Complete > View Reservation List > Refresh browser > Reservation will read and Stripe

EMAIL: If a guest does not have an email address, please enter the email provided on > Casino page > Special Notes: > Guests with no address use > Cut and paste this email into field.

How to Make a Reservation:

This video shows how to make a reservation for a first time guest.

Cloning a Guest Reservation:

Making a Repeat or Cloning Guest Reservation is making a reservation for a guest who has made a reservation in the past. Cloning is the fastest and easiest way to make a reservation, because the guests information and payment information (if applicable) is already saved in the database.

Cash & Credit Card Payment steps:

For Credit Card Payments continue with next steps:

  • Reservation List page > Click View next to reservation > Click Charge this amount *($00.00) next to Total Cost > Do not send email confirmation (leave Send Email To blank)
  • Credit Card Reservation Complete > View Reservation List > Refresh browser > Reservation will read and Stripe

How to Clone a Reservation:

This video shows how to make a reservation for a guest that has made a reservation in the past. Clone a past reservation with all details and just change the date or add additional passengers.

Making a (Complimentary) Guest Reservation:

Possible reasons of comping a reservation may be: Guest got left behind at pick-up location, guest had a solid excuse for missing trip or had a service complaint. Check with CTS team member for discussion and approval. Please follow the steps below for making a complimentary reservation:

For (Complimentary) Guest Reservation use (Repeat / Cloning) to start and for payment see below:

  • Choose: Form of Payment from dropdown menu > (Complimentary)

NOTE: You only need to send the email confirmation when making the initial reservations. Marking the reservation as paid is for the manifest and the bus driver to know not to charge the guest.

MANIFEST: Will appear on manifest Payment Status as "Not Paid" and Form Of Payment as "Complimentary"

Overnight Stays:

Overnight stay requests vary. Please see overnight stay(if applicable) on casino dashboard page.

Reservation Confirmations

What the guests receive after making a reservation

Reservation Confirmations

Confirmations are a big part of making reservations. They allow for our guest to have a receipt and reminder of the reservation made. Booking tool provides many types of confirmations depending on which phase the reservation is in.

See the below information:

Types of Confirmations:

Listed below are different types of confirmations. Some generated by the reservationists and some are sent automatically.

Reservation Confirmations:

When a reservation is made online or by a reservationist, an email confirmation will be sent to guest with details of the trip.

Reservation Reminders:

As a courtesy to the guest, Reservation Reminders will be automatically sent as an email and (SMS) text message prior to trip.

NOTE: If reservation is made within the 24 hour period, No Reservation Reminders will be auto-sent to guest.

Updated Reservation Confirmations:

When you update a reservation, remember to send email confirmation to guest. Typical update made is Trip Date.

Reservation Cancellation Confirmations:

When you cancel a reservation, remember to send email confirmation to guest.

Using Booking Tool

How to use the reservation software

Booking Tool Overview

Add text

See the below information:

Note: To Complete
Viewing Manifests:

If for some reason you need to do complimentary reservation. Book a “Manual Trip” enter info and select the “Complimentary" in form of payment. Then send confirmation from “View". This will show up on manifest, email confirmation and view reservations page. Click “View” and mark as paid (bottom next to cost) and send confirmation. (See attached)

Reservation Confirmation:A confirmation will be emailed to you with all details of your trip.
Reservation Reminder:A reminder will be emailed and a (SMS) text message will be sent within 24 hours prior to your trip date.

Using Reservation List page:

Reservation Confirmation:A confirmation will be emailed to you with all details of your trip.
Reservation Reminder:A reminder will be emailed and a (SMS) text message will be sent within 24 hours prior to your trip date.

Go to "Book a Manual Trip” under Reservation menu. Guests can make a reservation by calling the phone number posted on website. A guest who makes a phone reservation is guaranteed a seat on the bus and name will be on the manifest list. Same day reservations are allowed up to 3 hours prior to first departure time on that route. The manifest is set to auto-send 3 hours prior to first departure time.

NOTE: Keep an eye on the "Additional Passengers" on the "View Reservations" page. We should have their full names (First Name and Last Name). If not, please call the guest back, and edit the reservation with the full names. Then resend confirmation.

NOTES:
Booking tool overview
Book a Manual Trip
Reservation List
Search Reservation
Manifest
Clone Reservation
Cancel Reservationationm

How to View Bus Capacity:

Don't over book. How to view bus capacity while making a reservation.

Reservation Tutorials

How to Videos

Tutorials

Add text

See the below information:

Reservationist Email

Change Email Signature:

How to change the casino signatures for the CTS reservations email.