Ld Symptom And Category

20 Questions

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Ld Symptom And Category

Questions and Answers
  • 1. 
    1. Guest provided LD: 811053, his un/pw didn’t work. While checking the system, you found out guest is not connected to the correct network.Assisted the guest to connect to the correct network and then guest was able to connect however he is being asked to purchase, guest decided to call the hotel to verify.What is the category?            
    • A. 

      Providing correct ESSID

    • B. 

      How to Connect

    • C. 

      Billing Enquiry

  • 2. 
    2. Guest provided LD: 811053, his un/pw didn’t work. While checking the system, you found out guest is not connected to the correct network.Assisted the guest to connect to the correct network and then guest was able to connect however he is being asked to purchase, guest decided to call the hotel to verify.What is the symptom?
    • A. 

      Unable to connect via wireless

    • B. 

      Looping purchase page

    • C. 

      General Enquiry

  • 3. 
    3.Staff wants to talk to the previous agent who’d call him awhile ago to verify the guest room. Agent informed the staff that based on the previous agent logs it is 2919, staff acknowledged.  What should be the category?
    • A. 

      How to connect

    • B. 

      Staff connection inquiry

    • C. 

      Guest suddenly connected

  • 4. 
    4. Guest unable to connect via wifi for a couple of days. Not finding a network as per guest. Agent checked previous cases-proven issue with wifi in the hotel. Advised guest to try again at later time since Hotel IT is already rectifying the issue. Guest agreed.What is the correct category?
    • A. 

      How to connect

    • B. 

      AP/Wireless signal issues

    • C. 

      Unable to connect via wireless

  • 5. 
    5. Guest got error 7. Agent found out that guest was seeing page for PPC. Advised guest to connect the cable first. Provided the instruction. Guest noted.         What is the correct symptom?
    • A. 

      General Enquiry

    • B. 

      Looping purchase page

    • C. 

      No purchase page

  • 6. 
    6. Guest trying to access the hotel page but got blank ie screen. Agent advised the guest to disconnect and reconnect to wifi. Guest complied to no avail. Advised guest to key in cnn.com. Guest confirmed it's working.    What is the category?
    • A. 

      Disabled/Enable LAN/WAN

    • B. 

      Browser/Proxy Settings

    • C. 

      How to Connect

  • 7. 
    7. Guest can't go on line. Agent checked guest if physically connected. Guest mentioned that he's connected to VPN. Agent advised guest to disconnect from VPN. Guest complied and confirmed thet he's able to browse.What is the Symptom?
    • A. 

      No purchase page

    • B. 

      Unable to browse some websites

    • C. 

      Internet Disconnection

  • 8. 
    8.Guest can't go on line. Agent checked guest if physically connected. Guest mentioned that he's connected to VPN. Agent advised guest to disconnect from VPN. Guest complied and confirmed thet he's able to browse.            What is the category?
    • A. 

      How to connect

    • B. 

      VPN issue

    • C. 

      Guest suddenly got connected

  • 9. 
    9. Guest got 30 min PPC but unable to log out as per staff. Agent checked the system-card is already have inactive status with no remaining time for the guest. Informed staff about it. Staff acknowledged and will just callback if there's a problem.What is the category?
    • A. 

      Staff inquiry

    • B. 

      Prepaid card

    • C. 

      How to connect

  • 10. 
    10. Guest unable to access yahoo mail. Agent advised the guest to unplug/replug the cable. Guest suddenly mentioned his laptop is restarting. Guest tried again to connect-confirmed that it's working.    What is the cateory?
    • A. 

      In-room cable

    • B. 

      Restarted laptop

    • C. 

      Guest suddenly got connected

  • 11. 
    11. Staff called saying guest bought PPC having a hardtime connecting to the system using PC in Business Center as per staff.As per staff guest is unable to access only a bank site. Guest is very angry and doesn't want to speak with anyone. Agent gave LD # and advised staff to callback. Staff agreed.What is the symptom?
    • A. 

      General Enquiry

    • B. 

      No purchase page

    • C. 

      Internet Disconnection

  • 12. 
    12. Guest bought PPC having a hardtime connecting to the system using PC in Business Center. As per staff guest is unable to access only a bank site. Guest is very angry and doesn't want to speak with anyone. Agent gave LD # and advised staff to callback. Staff agreed.What is the category?
    • A. 

      Staff connection inquiry

    • B. 

      Prepaid card

    • C. 

      Guest discontinue troubleshooting

  • 13. 
    13. Guest having difficulty accessing a website as per staff. As agent tried to assist the staff and asked him to key in any commercial website,suddenly staff said it's working. End of call.            What is the symptom?
    • A. 

      No purchase page

    • B. 

      Unable to browse some websites

    • C. 

      Internet Disconnection

  • 14. 
    14.  Guest having difficulty accessing a website as per staff. As agent tried to assist the staff and asked him to key in any commercial website,suddenly staff said it's working. End of call.            What is the category?
    • A. 

      Staff connection inquiry

    • B. 

      Guest suddenly got connected

    • C. 

      How to connect

  • 15. 
    15.Guest needs smtp as per staff. Guest is with the staff in the frontdesk. Provided the instruction and advised guest to give us callback once he get back in the room. Guest agreed. Agent initiated callback. Guest confirmed it's working. Issue resolved. What is the category?
    • A. 

      Staff connection inquiry

    • B. 

      Guest needs SMTP

    • C. 

      How to connect

  • 16. 
    16. Guest asked for the username and password, updated the login details in Wireless First Management. Guest was able to login butdecided not to continue purchasing, call was ended.What is the symptom?
    • A. 

      General Enquiry

    • B. 

      Looping purchase page

    • C. 

      No purchase page

  • 17. 
    17. Guest connection was expired already but was unable to see the Marriot website. Advised to unplugged and re-plugged the cable to no avail.Advised the guest to re-launch the browser and access google.com. Guest was able to see the purchase page, resolved.What is the category?
    • A. 

      Browser/Proxy settings

    • B. 

      In-room cable

    • C. 

      Guest suddenly got connected

  • 18. 
    18. Guest wanted to connect using wireless but unable to acquire any wireless signal. Agent advised to purchase the connection via wiredfirst but guest is using I-PAD. Asked for the MAC address, informed the guest that there’s no wireless in the room, guest will try it inthe lobby.Note: Upon checking hotel does not have an in-room wirelesswhat is the symptom?
    • A. 

      Unable to connect via wireless

    • B. 

      General enquiry

    • C. 

      No physical connection

  • 19. 
    19. Guest wanted to connect using wireless but unable to acquire any wireless signal. Agent advised to purchase the connection via wiredfirst but guest is using I-PAD. Asked for the MAC address, informed the guest that there’s no wireless in the room, guest will try it inthe lobby.Note: Upon checking hotel does not have an in-room wireless    what is the category?
    • A. 

      AP/Wireless signal

    • B. 

      Guest discontinue troubleshooting

    • C. 

      How to connect

  • 20. 
    20. Guest called saying he could no longer see the page that stated his remaining time. Advised the guest to unplugged/replugged cable and asked to relaunch browser. Guest said he is ok now.note: MLCBB hotelWhat is the category?
    • A. 

      Browser/Proxy settings

    • B. 

      How to connect

    • C. 

      Guest suddenly got connected