Agent Error Quiz - Nov.2016

20 Questions | Total Attempts: 334

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Agent Error Quiz - Nov.2016


Questions and Answers
  • 1. 
    What should you do if the guest requested to add his/her Airline miles number into the existing reservation?
    • A. 

      Inform the guest that call will be transferred over to Member Services in order to add his/her Airline miles number.

    • B. 

      Inform the guest to contact the hotel directly as only FD personnel can process his/her request.

    • C. 

      Retrieve the existing reservation, press F6, click Change, click Loyalty Program button, choose from the drop down options, enter the loyalty ID then click on Submit.

    • D. 

      Retrieve the existing reservation, click "Cancel Reservation" button, pull up the property code and then copy the reservation details, attach his/her CP member ID and the Airline miles number should be linked to this new reservation.

  • 2. 
    Override request can always be approved so long as the agent will be able to confirm a new reservation.
    • A. 

      True

    • B. 

      False

  • 3. 
    What should you do if you receive an error prompt saying “Invalid Number of Booking Segments have been modified” when changing the DOA and adding a Corporate client file on an existing BAR reservation (within the cancellation deadline)?
    • A. 

      Check availability then Cancel and Rebook.

    • B. 

      Ignore the error message, press F5 and to change the DOA add the corporate rate plan code to SSO.

    • C. 

      Press “End Call”, pull up the reservation, press F7, search/add the corporate client file, click the “Rate Plan/Dates” button to change the DOA and rate plan code.

    • D. 

      Press “End Call”, pull up the reservation, press F7, click the “Rate Plan/Dates” button, change the dates and rate plan code and search/add the corporate client file.

  • 4. 
    An agent can process a reservation and attach the member ID of the caller even if the room will be for his friend so that caller will earn points and be eligible for the National promotion.
    • A. 

      True

    • B. 

      False

  • 5. 
    What should you do if you need to check the rooms left/available for 2 nights under SRD if the guest has 1 point left on the account? The existing reservation is with SRD but for 1-night stay only.
    • A. 

      Cancel the existing SRD reservation and then check if the points are posted back into the account. Check availability then rebook it with the same room type for 2 nights.

    • B. 

      Retrieve the existing reservation, press F3, click Dates/Hotel, change the LOS and rates into SRD and then go to Inventory tab.

    • C. 

      Create a new reservation using BAR and inform the guest to call us back within 24 hours so we can modify the reservation into points.

    • D. 

      Retrieve the existing reservation and then inform the guest that since he has insufficient points, call needs to be transferred to Member Services in order to check availability.

  • 6. 
    What should you do if you need to change the travel dates on an existing reservation with SCPM rate and the reservation is within the cancellation deadline?
    • A. 

      Check availability then Cancel and Rebook.

    • B. 

      Pull up the reservation and press F5 to change the travel dates.

    • C. 

      Advise the guest to call the hotel directly since the reservation is a member rate and can only be changed through the FD.

    • D. 

      Pull up the reservation and click the “Rate Plan/Dates” button to change the travel dates.

  • 7. 
    What should you do if you receive an error prompt saying “Client File required for this sell” when adding a Corporate client file on an existing BAR reservation (within the cancellation deadline)?
    • A. 

      Check availability then Cancel and Rebook.

    • B. 

      Ignore the error message, press F5 and add the corporate rate plan code.

    • C. 

      Press “End Call”, pull up the reservation, press F7, search/add the corporate client file, click the “Rate Plan/Dates” button and change the rate plan code.

    • D. 

      Press “End Call”, pull up the reservation, press F7 and search/add the corporate client file, click the “Rate Plan/Dates” button, change the rate plan code to SSO.

  • 8. 
    What should you do if the guest wants to change his/her BAR reservation to a different room type and has a lower rate vs. his/her existing reservation? (Flexible Cancellation Policy)
    • A. 

      Pull up the reservation, press F5, select the preferred room type with the desired rate, right click and delete the initial room and confirm the reservation.

    • B. 

      Pull up the reservation, click on “rate plan/dates” button, change the room type and confirm the changes.

    • C. 

      Retrieve the existing reservation, click "Cancel" and then enter the property code, create a new reservation in order for the new rate to apply or take effect.

    • D. 

      Retrieve the existing reservation, click "End Call" then enter the property code and DOA. Select the desired room type and rates then confirm the reservation.

  • 9. 
    What should you do if the guest has an existing reservation for Dec.16 for 2 nights, 2 rooms and would like to add 1 more room on Dec.17 only? (Flexible Cancellation Deadline)
    • A. 

      Pull up the existing reservation, click the "Cancel" button and create a new reservation - 1 confirmation # for Dec.16, 2 nights, 2 rooms and 1 confirmation # for Dec.17, 1 night, 1 room.

    • B. 

      Pull up the existing reservation, click "Rate Plan/Dates" button, change the LOS into Dec.16, 1 night, 2 rooms and click the "Confirm" button. Create a new reservation for Dec.17, 1 night, 3 rooms and inform the guest of the check-in & check-out policy.

    • C. 

      Inform the guest that they can ask the front desk to add 1 more room on the 2nd night only as room/nights arrangement can only be done through the hotel.

    • D. 

      Pull up the existing reservation, click "Rate Plan/Dates" button, change the LOS into Dec.16, 1 night, 2 rooms, click F6 and indicate "Part 1 of 2" and click the "Confirm" button. Create a new reservation for Dec.17, 1 night, 3 rooms, click F6 and indicate "Part 2 of 2" and inform the guest of the check-in & check-out policy.

  • 10. 
    What should you do if the guest is indecisive in choosing which hotel to stay at on her vacation? He/She’s torn between two Choice hotels in the area.
    • A. 

      Process the reservations and advise the guest of the individual hotel’s cancellation policy.

    • B. 

      Process the first hotel reservation and advise the guest to call the next hotel for the second reservation.

    • C. 

      Advise the guest that you can only place one reservation for either of these hotels and recommend a better option. If the guest insists to book both hotels, educate them that they will be charged twice if they failed to cancel the other one, if they agree – process the reservation.

    • D. 

      Process two reservations and put the second reservation on a different arrival date and advise the guest to modify prior to the cancellation deadline.

  • 11. 
    What are you going to do if the existing reservation was created by a Call Forwarding (CF) agent and you need to modify the DOA and rate plan which is within the cancellation deadline but you’re encountering an error?
    • A. 

      Provide the confirmation # to your team lead and advise them to change the DOA and rate plan for this reservation. Inform the guest if there’s rate change and provide recap accordingly.

    • B. 

      Since Ai is showing an error, you need to do cancel and rebook.

    • C. 

      Advise the guest to call the hotel directly in order for the FD personnel to change the dates.

    • D. 

      Since the reservation was confirmed by CF, check the availability, quote new rate if applicable, confirm the new reservation and then cancel the existing one.

  • 12. 
    What should you do if the guest wants to book two different room types under BAR on the same travel dates and with flexible cancellation policy?
    • A. 

      Select the first room type from the rate grid, confirm the reservation and press F5 in order to add the second room type.

    • B. 

      Select the first room type from the room list/inventory and then press F5 to add the second room with a different bed type then click on "Confirm" button.

    • C. 

      Book two rooms with the first selected room type, retrieve the reservation, right click on the second room and select delete, and press F5 to add the second room with the desired room type.

    • D. 

      Book two rooms with any of the preferred room types and leave a comment in the additional information field saying “requesting King/Queen/Doubles in the second room”.

  • 13. 
    If the guest's unable to verify 3-pcs of account information, agent should create a reservation without attaching the member ID and after confirming it, inform the guest that call will be transferred over to Member Services in order to update his/her account details.
    • A. 

      True

    • B. 

      False

  • 14. 
    What should you do if you need to attach a Corporate client file on an existing reservation and you clicked/pressed F7 several times however it’s not working?
    • A. 

      Retrieve the existing reservation, right click, choose "Reservation History for room" and check if the reservation was recently modified by hotel. (Changed by: Property code) then process Cancel & Rebook after checking availability.

    • B. 

      Pull up the reservation, search the correct corporate client file and press F5 to change the rate plan code.

    • C. 

      Advise the guest to call the hotel directly since corporate codes can only be applied through the FD.

    • D. 

      Pull up the reservation, search the correct corporate client file and click the “Rate Plan/Dates” button to change the rate plan code.

  • 15. 
    What should you do if you need to attach a Corporate client file and change the date of an existing reservation with Best Available Rate and the reservation is within the cancellation deadline?
    • A. 

      Check availability then Cancel and Rebook.

    • B. 

      Pull up the reservation, search the correct corporate client file and press F5 to edit the dates and rate plan code.

    • C. 

      Advise the guest to call the hotel directly since corporate codes can only be applied through the FD.

    • D. 

      Pull up the reservation, click F7, search the correct corporate client file and click the “Rate Plan/Dates” button to modify the dates and rate plan code.

  • 16. 
    What should you do if the guest asks for S3A rate but he/she couldn’t provide you her AAA ID number since he/she left his/her AAA card at home? (Flexible Cancellation Deadline)
    • A. 

      Continue with the reservation under S3A and place a comment in the additional information field saying “AAA ID will be presented upon check-in”.

    • B. 

      Continue with the reservation under BAR and place a comment in the additional information field saying “AAA Rate is $150 and AAA ID will be presented upon check-in”.

    • C. 

      Check the S3A room availability then continue with the reservation under BAR and advise the guest to call us back and provide her AAA number to modify the reservation to S3A.

    • D. 

      Advise the guest to call us back since you can’t continue the reservation per policy and inform him/her that rooms tend to sell quickly.

  • 17. 
    If the guest would like to cancel an existing reservation due to change of plans and you saw that he/she's not yet member of CP, you can click on "CP Enroll" button first, gain approval prior submitting it and then cancel the reservation after.
    • A. 

      True

    • B. 

      False

  • 18. 
    What should you do if you need to attach a Travel Agent client file and change the DOA of an existing reservation which is within the cancellation deadline?
    • A. 

      Check availability then Cancel and Rebook.

    • B. 

      Pull up the reservation and press F7 in order to attach the client file and then press F5 to change the date of arrival.

    • C. 

      Advise the guest to call the hotel directly since only FD can attach the travel agent code.

    • D. 

      Pull up the reservation and click the “Rate Plan/Dates” button to change the DOA and rate plan after attaching the client file provided by the guest.

  • 19. 
    The rate plans such as SED, SIT, LEMPL, LFF are modifiable and cancellable by an MNLRC/MNLCP/AUSRC agent. The list of common restricted rate plans are also accessible through the KnowledgeBase or IntelliResponse.
    • A. 

      True

    • B. 

      False

  • 20. 
    What should you do if you need to change the rate plan from a regular SRP to SRD on an existing reservation? (within the cancellation deadline)
    • A. 

      Check SRD availability then Cancel and Rebook.

    • B. 

      Ignore the WinAi error message then press F5 and change the rate plan code to SRD.

    • C. 

      Press “End Call”, pull up the reservation, click the “Rate Plan/Dates” button and change the rate plan code to SRD.

    • D. 

      Ignore the error message, Press F7, remove the corporate client file, click the “Rate Plan/Dates” button and change the rate plan code to SRD.

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