If you receive calls from North American hotels that have their own DHD ( Dedicated help desk) line, please advice the customer that they have their own DHD line.

• If the customer prefer to stay on the call and ask for help from you:

1. If it is a sev 1 case, please create the case and warm hand it off to the hotel's DHD team by sending them an email, copy manager or message their manager. Sev 1 has to be warm hand off, so make sure someone takes it from you.

2. If it is not a sev 1 case, please create the case and run Poirot. After completing Poirot, please send the DHD group an email and copy manager for SR reassignment.