Service Call Handling Quiz

What are the key components of a proper greeting when assisting a guest?

• Saying hello and introducing yourself

• Asking for the guest’s issue immediately

• Assuring the guest of your assistance

• Saying hello and introducing yourself and Assuring the guest of your assistance

Why is it important to reconfirm the guest’s issue?

• To ensure clarity and show empathy

• To speed up the process without listening to the guest

• To avoid assisting the guest

• None of the above

What should the agent do first when a guest requests cancellation due to a change in plan?

• Ask for the Booking ID and verify details

• Approve the refund immediately

• Tell the guest they cannot cancel

• Ask the guest to rebook before canceling

What should the agent do if a guest requests cancellation for a booking made through an OTA?

• Cancel the booking directly in CRS

• Inform the guest that cancellations must be done through the OTA

• Ignore the request since it is an OTA booking

• Tell the guest that refunds are not possible

When a guest has duplicate bookings for the same date, what is the refund policy?

• Both bookings must be paid for

• Only one booking is eligible for a refund after the first booking is checked out

• The guest must cancel both bookings to get a refund

• Refunds are not possible for duplicate bookings

What is required from the guest to process a refund in case of a medical or family emergency?

• A verbal confirmation of the emergency

• A supporting document verifying the emergency within the booking period

• A call from a family member

• No proof is required

What is the correct process when a guest requests a cancellation due to a contingency like a riot, flood, or lockdown?

• Immediately process the refund without verification

• Collect the Booking ID, verify details in CRS, and check with the Property Manager

• Deny the refund request and ask the guest to rebook

• Tell the guest to contact the hotel directly without taking further action

What should an agent do first when a guest requests a booking voucher or status confirmation?

• Ask for the Booking ID (BID) and check the status in CRS

• Immediately resend the voucher without verification

• Tell the guest to wait without checking the system

• Ask the guest to rebook their stay

If the guest’s Booking ID (BID) is not reflecting in CRS, what should the agent do?

• Provide the guest with the Malaysia escalations email and request the booking voucher

• Ask the guest to book again without further checking

• Close the ticket immediately without taking action

• Tell the guest that nothing can be done

What should the agent do first when a guest requests to modify their booking duration?

• Check and validate if the booking is modifiable in CRS

• Modify the booking immediately without checking

• Tell the guest to cancel without checking the system

• Deny the request without further action