Agent Investigation Quiz
Let's aim 0% customer complaints!
- 1.
Thomas Irving called at 3 o’clock in the morning of Feb 15 and said that he needs a room for that night (Feb 14). You checked Guest Connect and it doesn’t allow you to check availability for the previous day (Feb 14). What’s the best thing to do?
- A.
Book the reservation for Feb 15 and just place a note that the guest will already check in early.
- B.
Tell the guest that you can no longer book a reservation for him since you can no longer check availability for Feb 14.
- C.
Call the hotel, ask if they still have available rooms and confirm which date the reservation should be placed under.
Correct Answer
C. Call the hotel, ask if they still have available rooms and confirm which date the reservation should be placed under. -
- 2.
Laura Williams wants to book a reservation at a Quality Inn in San Antonio, Texas but she’s not sure if this hotel has an Indoor Pool and offers free full breakfast. What’s the best thing to do to check these amenities?
- A.
Call the hotel and ask the front desk
- B.
Provide the hotel’s phone number to the guest and advise her to call the hotel to ask for these amenities
- C.
Check “Amenities” Tab in Guest Connect
Correct Answer
C. Check “Amenities” Tab in Guest Connect -
- 3.
Some guests may not clearly hear the rates quoted, hence, some guests complaints. To avoid these, what’s the best thing to do: Select all that apply.
- A.
Call the guest’s attention by using his/her name before quoting the rates
- B.
Quote the rate again before confirming the reservation to ensure agreement.
- C.
Just wait until the guest complains and dispute it with your team leader after.
- D.
Confirm with the guest if he/she heard the rate quote clearly and ask him/her to repeat.
Correct Answer(s)
A. Call the guest’s attention by using his/her name before quoting the rates
B. Quote the rate again before confirming the reservation to ensure agreement. -
- 4.
If the guest would ask for the total amount, what’s the best thing to do?
- A.
Quote the estimated total price and advise the guest of other applicable fees
- B.
Quote the rate per night and put emphasis on the phrase “Per night plus Tax”
- C.
Use a calculator to multiply the nightly rate to the number of nights guests requested
- D.
Just advise the guest to check the email confirmation to review the details including the total amount.
Correct Answer
A. Quote the estimated total price and advise the guest of other applicable fees -
- 5.
What do you call that error where guests didn’t mention or ask about pet restrictions and claims they weren’t advised of any?
- A.
Error of commission – Agent advised incorrect information
- B.
Error of omission – Agent failed to exhibit appropriate behaviors to uncover and set expectations
- C.
Knowledge Gap – Agent doesn’t know that some hotels may have pet restrictions
- D.
None of the Above – It isn’t the agent’s fault. Guest must communicate their needs and expectations
Correct Answer
B. Error of omission – Agent failed to exhibit appropriate behaviors to uncover and set expectations -
- 6.
If a regular CP member requests an SRD reservation 35 days far out their check-in date, what do you need to consider before suggesting to hold the reservation under BAR? Select all that apply
- A.
Advise the guest of any potential increase on points requirement when they call back within 30 days from check-in
- B.
Advise the guest of a possible inventory restriction due to limited SRD availability when they call back
- C.
Advise the guest to call the hotel directly after you book the reservation to modify it to SRD with the front desk
- D.
Call your supervisor to override and allow regular members to book SRD 30 days away from their check-in.
Correct Answer(s)
A. Advise the guest of any potential increase on points requirement when they call back within 30 days from check-in
B. Advise the guest of a possible inventory restriction due to limited SRD availability when they call back -
- 7.
Mr. Smith has a 1 night SRD reservation for tonight. He wants to change the DOA and add another night. You attempted to modify the date but it’s already past the cancellation deadline. Before you cancel and rebook the reservation, what’s the best thing to do to avoid “Unauthorized Cancellation” escalation where guest would complaint because they’re not advised that the original reservation will be cancelled?
- A.
Set proper expectations that his reservation is an SRD, hence, it can’t be modified.
- B.
Call the hotel and have the front desk process the changes to reduce customer’s effort.
- C.
Advise the guest that the original reservation will be cancelled. Process the new reservation then provide both the new confirmation number and cancellation number to the guest.
Correct Answer
C. Advise the guest that the original reservation will be cancelled. Process the new reservation then provide both the new confirmation number and cancellation number to the guest. -
- 8.
Guests with no specific hotels in mind and would ask for the closest from a specific area/location would often complaint due to the hotel’s actual proximity they learn upon check-in. Which tools will you use to help you locate closest hotels? Select all that apply
- A.
Directions in Info Tab (Guest Connect)
- B.
Map Tab (Guest Connect)
- C.
CHIP (KB)
- D.
Call hotels and confirm location
Correct Answer(s)
A. Directions in Info Tab (Guest Connect)
B. Map Tab (Guest Connect)
C. CHIP (KB) -
- 9.
Which questions should you ask to determine if the pet fee in the hotel alerts must be communicated to the guest? Select all that apply.
- A.
Ask “No children, no pets?” while inquiring about the number of guests
- B.
Don’t ask questions. Just inform the guest about the fee whether it’s applicable or not.
- C.
Pick up some clues along the conversation and if it’s still not clear, ask “Will you be travelling with pets?”
- D.
Don’t ask questions. Just inform the guest to review the email confirmation that they will receive.
Correct Answer(s)
A. Ask “No children, no pets?” while inquiring about the number of guests
C. Pick up some clues along the conversation and if it’s still not clear, ask “Will you be travelling with pets?” -
- 10.
To avoid “Incorrect Hotel” complaints where guests would complaint because they were booked at a wrong hotel/location. What’s the best thing to do?
- A.
Just book the reservation at any hotel with available rooms within the area
- B.
Confirm the brand and location of the hotel by reading its address before checking the availability
- C.
Book any hotel of the same brand the guest requested within the area
Correct Answer
B. Confirm the brand and location of the hotel by reading its address before checking the availability -
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Feb 20, 2018Quiz Edited by
ProProfs Editorial Team -
Feb 20, 2018Quiz Created by
Paulo Reyes
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