Podcast
Questions and Answers
According to the text, what is the most effective way to fix an issue while at the hotel?
According to the text, what is the most effective way to fix an issue while at the hotel?
- Contact the hotel manager during the stay (correct)
- Wait until after the stay to contact the hotel
- File a complaint with the hotel after the stay
- Contact the hotel manager before the stay
If the hotel is unable to locate a reservation by name, what other information will they ask for?
If the hotel is unable to locate a reservation by name, what other information will they ask for?
- Reservation date
- Credit card number
- Booking website
- Confirmation number (correct)
What will the hotel do if they are still unable to locate the reservation?
What will the hotel do if they are still unable to locate the reservation?
- Offer a different rate
- Refund the member
- Cancel the reservation
- Re-send the confirmation to the hotel (correct)
Which department is responsible for reaching out to the hotel to request assistance with cancelling a reservation in the hotel's system?
Which department is responsible for reaching out to the hotel to request assistance with cancelling a reservation in the hotel's system?
What should be done if a member tries to make a booking and gets an error?
What should be done if a member tries to make a booking and gets an error?
What should be done if a member advises that they did not receive their confirmation email and booked somewhere else?
What should be done if a member advises that they did not receive their confirmation email and booked somewhere else?
Which of the following is a reason why hotels overbook their rooms?
Which of the following is a reason why hotels overbook their rooms?
What does it mean when a hotel 'walks' a customer?
What does it mean when a hotel 'walks' a customer?
Which team is responsible for resolving hotel platform tickets that cannot be resolved by the frontline on the first contact?
Which team is responsible for resolving hotel platform tickets that cannot be resolved by the frontline on the first contact?
What criteria must be met for a new hotel to be considered 'equal or better quality'?
What criteria must be met for a new hotel to be considered 'equal or better quality'?
Where can you create a new merchant alert for hotel booking issues?
Where can you create a new merchant alert for hotel booking issues?
What should be included in the description of a hotel booking alert?
What should be included in the description of a hotel booking alert?
Which department is responsible for reviewing the charges provided by the member and reaching out to the hotel to request a refund for additional charges?
Which department is responsible for reviewing the charges provided by the member and reaching out to the hotel to request a refund for additional charges?
What is the alternative way to refund the member if the hotel refuses to waive the penalty for a cancelled booking?
What is the alternative way to refund the member if the hotel refuses to waive the penalty for a cancelled booking?
What should the agent do if they receive an error message that they are unable to cancel a booking in Back Office?
What should the agent do if they receive an error message that they are unable to cancel a booking in Back Office?
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