Ensure you have people working that are knowledgeable of all the reward programs and discounts. I was very upset that I was not able to receive a 20% discount for the reward programs I'm apart of nor were unaware how to enter them into the system. They advised they were new and weren't sure how to do it, why wasn't someone there that did? I had a late check-in and went to the lounge and basically kicked out because we were the only ones in there???! What kind of service is that?