UK Cluster Complaints Check Week 4

5 Questions | Total Attempts: 39

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UK Cluster Complaints Check Week 4

DIRECTIONS: Read each scenario carefully and understand what is stated BEFORE answering. Encircle the correct answer. You may use BPO Web and/or RESAWeb for assistance. You are not allowed to ask questions from your colleagues, Nadia El Bakri or the Support Team. Anyone caught doing so or any form of discrepancy during exam taking will merit an SCN. Once your exam has been checked,you will receive coaching on your answers for the below scenarios.

Questions and Answers
  • 1. 
    Booker from Pernord Ricard Company is inquiring for a reservation for this coming August 20, 2015 for a total of 4 rooms. Agent responded as shown below. Check if there are things missing from the response and identify them.
  • 2. 
    Agent sent this reply to a guest for a rate quotation. What's wrong from the reply below.
  • 3. 
    Mr. McCormick wants to book a room at Novotel London Paddington for Aug. 16, 2015 for 4 nights and he wants to use the Family and friends voucher that was given by his brother who works with an Accor Hotel.  How you will proceed with the booking.
    • A. 

      You will book all of the nights using BONAM1 and ask for the credit card as a guarantee of the booking.

    • B. 

      You will book 2 rooms using BONAM2 to avail the discount and ask for the credit card as the guarantee for the booking.

    • C. 

      You will book 1 room with the first 2 nights as BONAM2 and BAR for the remaining nights.

    • D. 

      None of the Above

  • 4. 
    Select all things that applies to an AFGB Card Holder.
    • A. 

      Membership program is free for first year and annual fee will apply for succeeding years.

    • B. 

      Membership is personal and cannot be lend, sold or transferred.

    • C. 

      Guaranteed Room availability for any reservation made 3 days before arrival.

    • D. 

      Guaranteed Late Check out until 4:00 PM.

    • E. 

      Up to 15% discount for stays at t over 2,500 Sofitel, Pullman, MGallery, Grand Mercure, Novotel, Suite Novotel, Mercure, Adagio Aparthotels (excluding Adagio Access), ibis, ibis Styles and Thalassa sea & spa hotels.

    • F. 

      Entitled to benefit from reduced room rates, for up to 2 rooms max, depending on the hotel brand

  • 5. 
    You receive a booking HRG fax for Novotel London Heathrow Airport due to arrive on July 10, 2015 under the Heinz Rate. However the hotel is fully booked on the requested date. You should ask your support to force the reservation and book the room.
    • A. 


    • B. 


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