Pre-quiz: Srd Override Cancellation

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| By Kristin Jewel

Kristin Jewel

Community Contributor

Quizzes Created: 1 | Total Attempts: 83

| Attempts: 83

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1/10 Questions

If the cancellation button is not grayed out, the reservation can still be cancelled in WinAi, even if the cancellation deadline has already passed.
- True
- False

About This Quiz

This quiz tests knowledge on SRD override cancellation procedures, including handling reservations in WinAi, communicating with hotels, and managing points refunds.

Pre-quiz: Srd Override Cancellation - Quiz

2.

What are the things you have to take note of when you call the hotel for authorization? Select all those that apply.
- Hotel employee's name
- Hotel employee's shift
- Hotel employee's position
- Hotel's property code
Correct Answer(s)

A. Hotel employee's name
A. 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.

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3.

When you are cancelling the reservation through WinAi and the reservation status is already listed as "Checked-in", the hotel should:
- Change the status to "No-show"
- Change the status to "Checked-out"
- Revert the status to "Reserved"
- Revert the status from "Checked-in" to "Checked-out"
Correct Answer

A. 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.

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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?
- Cancel in WinAi and make a separate negative adjustment under the descriptor "Redemption" to remove the duplicate points returned.
- Cancel in WinAi and reverse the "Refund-SRD" adjustment.
- Cancel in WinAi and reverse the "Redemption" adjustment.
- Leave the adjustment as it is for as long as the correct amount of points have been returned.
Correct Answer

A. 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.

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5.

What will you advise the member regarding the return of the points after cancellation?
- The points would be returned immediately upon successful cancellation.
- Allow 72 hours after the check-out date for the points to be posted back in the account.
- Allow 24 hours after cancellation to pass for the points to be posted back in the account.
- The points would be returned within the day of cancellation request.
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.

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6.

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?
- Obtain hotel authorization and process SRD-refund
- Transfer the call to Customer Relations
- Call the hotel to have the status changed to checked-out then process SRD-refund
- Be firm that we can no longer refund the points since the member is already checked-in
Correct Answer

A. Transfer the call to Customer Relations
7.

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.
- True
- False
Correct Answer

A. 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.

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8.

If the reservation has been tagged as "No-show", agent will immediately call the hotel for authorization and process the SRD-refund.
- True
- False
Correct Answer

A. 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.

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9.

You have to read the entire cancellation dialogue just as you would when you're processing a normal cancellation within the deadline - no exemptions.
- True
- False
Correct Answer

A. 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.

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10.

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.
- If 72 hours after check-out has passed, process an SRD-refund adjustment
- If 72 hours after check-out has passed, process a System Issue correction adjustment
- Review the history of the reservation, and check if change has been made, process an SRD refund adjustment if there was
- Review the history of the reservation, and check if change has been made, process System Issue correction adjustment if there wasn't
Correct Answer(s)

A. Review the history of the reservation, and check if change has been made, process an SRD refund adjustment if there was
A. 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.

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Current Version
Mar 14, 2023

Quiz Edited by
ProProfs Editorial Team
Aug 18, 2017

Quiz Created by
Kristin Jewel

Pre-quiz: Srd Override Cancellation

If the cancellation button is not grayed out, the reservation can still be cancelled in WinAi, even if the cancellation deadline has already passed.

Quiz Preview

What are the things you have to take note of when you call the hotel for authorization? Select all those that apply.

When you are cancelling the reservation through WinAi and the reservation status is already listed as "Checked-in", the hotel should:

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?

What will you advise the member regarding the return of the points after cancellation?

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?

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.

If the reservation has been tagged as "No-show", agent will immediately call the hotel for authorization and process the SRD-refund.

You have to read the entire cancellation dialogue just as you would when you're processing a normal cancellation within the deadline - no exemptions.

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.