1.
If the cancellation button is not grayed out, the reservation can still be cancelled in WinAi, even if the cancellation deadline has already passed.
Correct Answer
A. True
Explanation
If the cancellation button is not grayed out, it means that it is still clickable and active in the WinAi system. This suggests that the reservation can still be cancelled, even if the cancellation deadline has already passed. The system allows users to cancel the reservation regardless of the deadline status, as long as the cancellation button is not disabled. Therefore, the statement is true.
2.
What are the things you have to take note of when you call the hotel for authorization? Select all those that apply.
Correct Answer(s)
A. Hotel employee's name
C. Hotel employee's position
Explanation
When calling a hotel for authorization, it is important to take note of the hotel employee's name and position. This information is necessary to establish a clear line of communication and ensure that the authorization process is handled by the appropriate person. The hotel employee's shift and the hotel's property code are not relevant in this context and do not need to be noted during the call.
3.
When you are cancelling the reservation through WinAi and the reservation status is already listed as "Checked-in", the hotel should:
Correct Answer
C. Revert the status to "Reserved"
Explanation
If the reservation status is already listed as "Checked-in" and the user is cancelling the reservation through WinAi, the hotel should revert the status to "Reserved". This means that the reservation will be changed back to its original state before the guest checked in, indicating that the reservation is still valid and has not been fulfilled.
4.
If you come across an SRD reservation where the points have been refunded manually in CIS when the reservation can still be cancelled in WinAi, what should you do?
Correct Answer
B. Cancel in WinAi and reverse the "Refund-SRD" adjustment.
Explanation
If you come across an SRD reservation where the points have been refunded manually in CIS when the reservation can still be cancelled in WinAi, you should cancel in WinAi and reverse the "Refund-SRD" adjustment. This is because the points have already been manually refunded in CIS, so reversing the "Refund-SRD" adjustment in WinAi will remove the duplicate points returned and ensure the correct amount of points are reflected.
5.
You have to read the entire cancellation dialogue just as you would when you're processing a normal cancellation within the deadline - no exemptions.
Correct Answer
B. False
Explanation
The given statement is false. It is not necessary to read the entire cancellation dialogue just as you would when processing a normal cancellation within the deadline. There may be exemptions or different procedures for cancellation depending on the specific circumstances or policies in place.
6.
What will you advise the member regarding the return of the points after cancellation?
Correct Answer
A. The points would be returned immediately upon successful cancellation.
Explanation
The correct answer is "The points would be returned immediately upon successful cancellation." This means that as soon as the cancellation is processed successfully, the points will be returned to the member's account without any delay.
7.
What should you do if you have successfully cancelled the reservation in WinAi but the points were not returned to the member's account? Select all those that apply.
Correct Answer(s)
C. Review the history of the reservation, and check if change has been made, process an SRD refund adjustment if there was
D. Review the history of the reservation, and check if change has been made, process System Issue correction adjustment if there wasn't
Explanation
If you have successfully cancelled the reservation in WinAi but the points were not returned to the member's account, you should review the history of the reservation and check if any changes have been made. If there was a change, you should process an SRD refund adjustment. If there was no change, you should process a System Issue correction adjustment.
8.
A member who had just checked-in called stating that he was displeased with the hotel's condition that's why he doesn't want to continue with the stay. What should you do?
Correct Answer
B. Transfer the call to Customer Relations
9.
Member called to cancel his existing reservation. Agent was able to verify the account however line got disconnected. Since authentication is completed, agent can now continue with the cancellation.
Correct Answer
B. False
Explanation
The statement is false because even though the agent was able to verify the account, the line got disconnected before the cancellation process could be completed. Therefore, the agent cannot continue with the cancellation because the communication was interrupted.
10.
If the reservation has been tagged as "No-show", agent will immediately call the hotel for authorization and process the SRD-refund.
Correct Answer
B. False
Explanation
If the reservation has been tagged as "No-show", the agent will not immediately call the hotel for authorization and process the SRD-refund. The correct answer is false, indicating that the statement is incorrect.