Domain Welcome Now

Chapter CSM – Customer Service Management Portal

Title How to acquire access to the Hotel Portal
Creation Date 2021 01 07 – v 1.0 version NY 1.00
Modification Date Author Jan BUYS

Domain : Hotel Portal

Best Practice / How to :

Require access to the hotel portal by

“Self enrollment”
for hotels not integrated in the Accor IT network

Destinated to:
All Accor branded hotels employees not integrated in the Accor IT Network “Accortel”
General Managers of these hotels

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 Domain Welcome Now
Chapter CSM – Customer Service Management Portal
Title How to acquire access to the Hotel Portal
Creation Date 2021 01 07 – v 1.0 version NY 1.00
Modification Date Author Jan BUYS

Summary:
Welcome Now is the application to manage support tickets, request services to IT and
Distribution teams and access Knowledge Bases.

Support given by Tarsline, All Loyalty Helpdesk and IT helpdesks can be addressed through this
portal. Welcome Now is under deployment in 2021 and 2022, progressively additional
processes, request forms, Helpdesks will be added during this period.

Request forms on loading processes are published on this portal and will address your needs in
this area.

The application is accessible for all hotels integrated in the Accor network. However, for hotels
not integrated in the hotel network, this procedure describes the way to access the hotel portal
in 3 steps:

• How to acquire a login and password to access => to be done by the requester
• The validation process of this access request => to be done by the General
Manager of the hotel
• How to access the portal after being granted access => destinated to the requester/user

I. How to acquire a login and password to access the hotel portal

Open the chrome browser on your device connected to the internet.
Use web address https://myaccor.service-now.com/csm?id=csm_registration .

The following screen needs to be filled in:

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 Domain Welcome Now
Chapter CSM – Customer Service Management Portal
Title How to acquire access to the Hotel Portal
Creation Date 2021 01 07 – v 1.0 version NY 1.00
Modification Date Author Jan BUYS

Fill in the required information as follows:

Note that the hotel code does not contain the “H”!

The requester will be notified with email address filled above once the request is submitted

II. The validation process of this access request

The validation process to access this portal has been attributed to the General Manager of the
hotel, based on the given hotel code.

He/She will be informed by e-mail to access the portal through the url https://myaccor.service-
now.com/login.do where the validation process can be managed.

Process:

As an approver, you will receive an e-mail notification that an access request has been
addressed.
If the approver has already connected to servicenow portal, he can click in the link mentioned
in the mail body.

Otherwise, Access Welcome Now by using the web address:

https://myaccor.service-now.com/login.do

Go to the tab “Notification”:

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 Domain Welcome Now
Chapter CSM – Customer Service Management Portal
Title How to acquire access to the Hotel Portal
Creation Date 2021 01 07 – v 1.0 version NY 1.00
Modification Date Author Jan BUYS

Click on the tab notification and open the message. The following screen will appear:

You can choose to approve the request or to reject it.

When approved, the requester will receive an e-mail with his/her login and password as well as
the correct web address to use.
As from that moment, the requester can open cases to the support desks which are available
for the region, as well as sending requests to the loading teams.

When rejected, the requester will receive an e-mail indicating that the request has been
refused and invites him to take contact with his/her responsible.

Remark:
A user who is not connecting to the portal once per 3 months will be deactivated. The entire
authentication process will have to be performed again.

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 Domain Welcome Now
Chapter CSM – Customer Service Management Portal
Title How to acquire access to the Hotel Portal
Creation Date 2021 01 07 – v 1.0 version NY 1.00
Modification Date Author Jan BUYS

III. How to access the portal

If the registration request is approved, the requester will be notified by mail. The email content will noticed you the
login id and the temporary password. The request can click in the link mentioned in the email which redirect him to
the connection page.

Or the requester can use The web address (url) to use to access the Welcome Now Hotel Portal is
https://myaccor.service-now.com/login.do

You will be prompted to enter your login, password and the language, which you want to use.
At the first login, you will be asked to change your password created by the acquiring process.

Page to login:

Once your login and password entered, you will arrive on the following page:

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 Domain Welcome Now
Chapter CSM – Customer Service Management Portal
Title How to acquire access to the Hotel Portal
Creation Date 2021 01 07 – v 1.0 version NY 1.00
Modification Date Author Jan BUYS

Support:
If you require assistance in case of issues to access this portal, we invite you to open a case at your local support by
phone/mail/.. (using the existing numbers of the general support).

END OF PROCESS

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