CB Quiz

Which Resolution Process do we follow for Policy Issue if its Initial Contact?

• Referral

• Support

• Fix It

Choose your appropriate action code for the given scenario.

Scenario:

Guest called in for RESV1 issue, you have called the hotel for resolution which you relayed it to your guest and guest clearly accepted and understood the resolution.

• Invoice Pending

• Document, Resolved, Forwarded

• Referred for Resolution

• Contact SCM - Escalation

Determine the Correct Reason Code for the Given Scenario.

Scenario:

"I Just stayed with one of your property and I noticed that I was charged of $150 for having a Pet?, It is not a pet, it's a Service Dog with Identification Card and Complete Paper works."

• POL1 - Policy Issue

• ADA1 - ADA/DDA Issues

• BILL3 - General Billing Issue

• RESV1 - General Reservation Issue

For Initial Contact: ADA/DDA Issues follows Fix It Process.

• True

• False

How are you going to handle the Given Scenario - Initial Contact

Scenario:

Guest is calling as she saw a charge on her card and you have identified that the reservation was made through 3rd party.

• Bill3 - Refer - Advised guest to call their issuing bank - Add TPI Template

• Bill3 - Refer - Advised guest to call the hotel directly - Add TPI Template

• Bill3 - Refer - Advised guest to work with their 3rd party - Add TPI Template

• RESV1 - Refer - Advised to contact their 3rd party - Add TPI Template

How are you going to Handle the Given Scenario.

Additional Contact - BILL6

Scenario

Guest was charged for cancelling the reservation and as per research, it was really confirmed that it was cancelled before the deadline. A response from the hotel is already added letting us know that they won't refund the guest.

• Increase Contactor Code - Update Reason code - Support Hotel's Response.

• Increase Contactor Code - Retain Reason code - Support Hotel's Response.

• Increase Contactor Code - Update Reason Code - Follow fix it process

• Increase Contactor Code - Retain Reason Code - Follow fix it process

Answer explanation

As per iConnect

•For BILL6-No Show-Cancelled Before Deadline compensation can be offered in the form of IHG Rewards Points or TM Approved Check if the hotel refuses to provide the refund. Compensation will be billed to the hotel.

•Use action code ‘Documented, Resolved, and Forwarded’

How are you going to handle the Given Scenario.

Scenario:

Guest is currently check-in at one of our IHG Army Hotel and they noticed that government rate was not applied on their reservation.

• Create an INHOUSE case then refer.

• Create a RESV2 case and help the guest making the reservation.

• Transfer the guest to PAL Department since we can't book a reservation.

• No case is required.

What are you going to ask as your probing if guest called in requesting a Folio/Receipt but you are unable to send anything using Web GNR.

• Email Address & Transaction Date

• Phone number & Transaction Date

• Amount Charged & Transaction Date

• Room Number & Transaction Date

On the screenshot. What do you think went wrong.

Initial Contact - RESV2 | Based on the screenshot what should have been edited.

• Guest Comments - Should add the reason why guest is visiting Jakarta

• Research Details - Should have the name of the Front Desk

• Resolution - Have atleast provided any contact information to the guest

• Template - Default Documentation Template

Bill1 (Folio/Receipt Request) follows Fix It Process.

• True

• False