Welcome to Song Group! Get to know who we are, what we do, and how our people, culture, and brands work together to deliver exceptional property management and hospitality experiences.
Welcome to Australia! Discover the country's unique wildlife, diverse landscapes, vibrant cities, and multicultural lifestyle that make it one of the world's most distinctive destinations.
Welcome to Strata Fundamentals. This course introduces what strata properties are, how they operate, and the key roles involved in their management.
Learn how to navigate the Knowledge Base to quickly find accurate information and confidently support guest enquiries.
Cybersecurity Awareness: Learn the essentials of cybersecurity, including how to identify and protect yourself from spam, phishing, malware, and other common cyber threats.
Discover RMS University, the official learning platform for RMS. This module will guide you through accessing the platform, navigating its features, and finding training resources to support your learning and daily use of RMS.
Learn how to use Sprout for your day-to-day work, including managing schedules, leave requests, and training records. This module is for Manila Office team members only. Please log in to Sprout and wait for your trainer's instructions before starting.
his course introduces Aboriginal and Torres Strait Islander cultures, histories, and diversity, promoting greater understanding, awareness, and respect.
Learn how to recognize risks, stay safe during an armed robbery, follow post-incident procedures, and access support after the event.
This course explains equal employment opportunity, discrimination, and our responsibilities in maintaining a fair and respectful workplace.
Modern slavery remains a serious human rights issue in Australia and worldwide, and can occur in workplaces, recruitment, supply chains, or third-party contractors. This course will help you understand what modern slavery is, recognise warning signs, know our organisation's responsibilities, and learn how to help prevent and report suspected cases.
Work-related stress can affect employees’ health, wellbeing, and productivity. As a manager, understanding how to recognise and manage workplace stress is essential to creating a healthy and supportive work environment.
As a manager, you play an important role in creating a safe and respectful workplace. This course will help you understand, prevent, and appropriately respond to workplace bullying and occupational violence.
Mental health is an important part of wellbeing. This course will help you understand mental health and support colleagues with respect.
Content Warning: This module includes sensitive topics, including suicide. If you feel distressed, please speak with your manager or seek support.
This course provides an overview of psychosocial hazards, risk management, and how managers can support employees' mental health and safety.
A safe and respectful workplace is everyone's responsibility. This course will help you recognize, prevent, and respond to workplace bullying and occupational violence while promoting a positive workplace culture at Song Properties and CLLIX Apartments and Hotels.
Everyone experiences stress, but knowing how to manage it is essential for maintaining your wellbeing. This course provides practical strategies to help you build resilience, support your mental wellbeing, and create a healthier, more balanced work life at Song Properties and CLLIX Apartments and Hotels.
This training helps employees recognise workplace harassment, sexual harassment, and bullying, understand how to report it, and contribute to a safe, respectful workplace, while reinforcing both employer and employee responsibilities in preventing this conduct.
Working at a desk can still pose health risks. This course covers simple ways to improve your workspace, posture, and daily habits to support your long-term wellbeing.
CLLIXPAY is a secure, custom-built payment link system that allows front office staff and CRO to send a link to guests for payment. Once the payment is completed, the transaction is automatically recorded in RMS via CLLIXPAY System.
The Propeter Training Course introduces the key features of Propeter for managing reservations and pre-check-in processes. Learners will explore the dashboard, review bookings and guest information, monitor reservation status, and understand automated pre-check-in email and SMS communications.
This course provides an overview of key processes and policies when handling Luxury Escapes (LE) bookings. It covers purchase date identification, payment documentation, booking flexibility options, rate accuracy, and escalation procedures.
In this module, you will delve into the intricate process of selling CLLIX apartments and hotel accommodations. We will guide you through the structured steps and strategies that form the core of successful sales calls. By the end of this module, you will have a deep understanding of the CLLIX sales call flow, equipping you with the knowledge and skills to excel in this dynamic industry. Let's embark on this journey of enhancing your sales expertise!
This course explores the full lifecycle of guest recovery—from understanding the emotional drivers behind guest dissatisfaction, to applying structured recovery models, to executing winback conversations with empathy, clarity, and professionalism. Participants will learn how to identify at‑risk guests early, resolve issues with efficiency and warmth, and re‑engage them through personalized, value‑driven experiences aligned with the CLLIX service promise.
This session covers smarter ways to apply discounts in apartment bookings. It focuses on highlighting value before offering price cuts, using strategies like waterfall pricing, tailored promotions, and long-stay offers. Agents learn how to handle different customer scenarios effectively to boost conversions and maintain rate integrity.
The CRO Reservations Agent workflow outlines the step-by-step process agents follow when handling reservation inquiries. This includes receiving guest requests, confirming availability, providing accurate rates and information, securing bookings, processing payments, and ensuring all details are correctly recorded in the system. The workflow ensures consistency, efficiency, and a high standard of service across all reservation interactions.
The CRO – Reservations Administration Workflow outlines the standardized procedures followed by the Central Reservations Office in managing, processing, and maintaining booking records. It ensures consistency, accuracy, and compliance across all reservation-related administrative tasks.
Group Reservations Team specializes in managing group or large booking requests. They handle inquiries for multiple-room reservations, coordinate guest requirements, prepare quotations, and ensure all booking details are accurately arranged. The team works closely with properties and clients to secure availability, confirm rates, and deliver a smooth, organized experience for all group stays.
This workflow outlines the step-by-step process for managing corporate reservations, from receiving inquiries to confirming bookings and ensuring accurate billing. It serves as a guide for handling corporate accounts efficiently while maintaining consistency, accuracy, and excellent service throughout the reservation process.
Handling customer complaints effectively is a critical skill in any call center environment. This course equips call center agents with the tools and techniques needed to confidently manage complaints and turn negative customer experiences into positive outcomes through effective service recovery.
Participants will learn how to respond to dissatisfied customers with empathy, active listening, and problem-solving skills while maintaining professionalism under pressure. The course focuses on understanding customer emotions, identifying root causes of issues, and applying structured approaches to resolve concerns efficiently.
This training introduces the fundamentals of revenue management and pricing at CLLIX Apartments and Hotels, helping team members support accurate pricing, optimize revenue, and follow company standards.
This training video provides CLLIX team members with a clear and practical understanding of how Airbnb operates as a booking channel and how it integrates with CLLIX property procedures.
Room shuffling, the practice of reallocating rooms based on varying factors such as demand, customer preferences, and booking patterns, plays a critical role in maximizing revenue for hotels.
OTA Insight is a cloud-based data intelligence platform for the hospitality industry that provides hoteliers with a suite of revenue management solutions and empowers them to make smarter revenue and distribution decisions.
HubSpot is a CRM platform with all the software, integrations, and resources you need to connect marketing, sales, content management, and customer service. Each product in the platform is powerful on its own, but the real magic happens when you use them together.
HRS is a provider of leading-edge, smart solutions to the accommodation industry to efficiently manage and distribute your inventory online ensuring maximum exposure and revenue.
This training introduces the new Carpark Reservation Procedure implemented to streamline and standardise carpark bookings across selected Brisbane properties. Effective immediately, the previous add-on process has been retired and replaced with a dedicated carpark reservation method using newly created carpark room types in RMS.
This course will guide you through what has changed, the new booking process, and key reminders to ensure all carpark reservations are handled correctly moving forward.
LeaseCo is a new agreement offered to owners/investors that would like to place the management rights of their property with CLLIX Apartments and Hotels.
This program is designed to equip participants with the essential knowledge, skills, and best practices required to perform operational tasks efficiently and accurately. Throughout this course, you will gain a deeper understanding of standard operating procedures, workflows, and performance expectations that ensure smooth day-to-day operations across all departments.
This video explains the importance of guest reviews and in-stay surveys, the role of Guest Services Manila, and how prompt, professional responses help improve guest experiences and strengthen our reputation.
ReviewPro is a guest reputation management software that helps hotels listen and act on guest feedback quickly and efficiently to exceed expectations, boost online rankings and increase revenue. This procedure will outline how to respond to guest reviews from multiple channels along with survey answers.
24Seven CheckIn was designed with Guests in mind to help them check in fast and make the process simple and smooth.
This video series provides a step-by-step guide to compliance training, covering essential processes, policies, and best practices. Designed to ensure adherence to company standards and regulations, these videos will help you understand key compliance requirements and apply them effectively in your role.
You have unlimited attempts to complete this quiz. You must achieve the required passing score before you can proceed to the next quiz. Please make sure you reach the passing score to continue with the course.
The quiz must be completed by 11:59 PM on the last day of the month. Failure to comply with the required completion deadline may result in an NTE (Notice to Explain) issued by Learning & Development for negligence.
If you encounter any issues while completing the quiz, please immediately communicate through the CRO – Quality Assurance chat box or contact the Learning & Development team directly.
You are encouraged to use the Knowledge Base as a reference while completing the quiz.