Reservation Staff Training Quiz

How fast should emails from guests be responded to?

• Within 24 hours

• Within 12 hours

• Within 6 hours

• Anytime before guest arrival

What is the correct response time for phone and live chat?

• Within 10 minutes

• Within 1 hour

• Within 3 minutes

• Anytime

What must reservation staff do for group bookings?

• Wait for the guest to provide details at check-in

• Confirm without deposit

• Update using one reservation number and receive GEO + rooming list

• Handle the same as FIT bookings

What must be included in every confirmation email for direct bookings?

• Personal greeting only

• Cancellation policy and hotel facilities information

• Only rate and date

• Just a booking number

What is the cancellation ratio target for reservations?

• Below 5%

• Less than 10%

• 15% is acceptable

• No target defined

What should you do if you miss a live chat message on Tawk.to?

• Ignore it if it's old

• Call the guest directly

• Follow up via email within 24 hours and cc info@email

• Forward it to another department

Which font and color must be used in official reservation emails?

• Times New Roman, Blue

• Verdana, Black

• Arial, Gray

• Calibri, Green

How should guest questions in emails be handled?

• Answer only the main question

• Reply partially and follow up later

• Use templates and answer all questions clearly

• Forward to manager immediately

What is the correct way to address Indonesian guests in emails?

• Just use the first name

• Say “Dear Customer”

• Use Mr./Mrs. or Bapak/Ibu

• Skip the greeting

What system should be updated with rate parity accuracy?

• Excel file

• PMS only

• Channel Manager and PMS

• Just OTAs