Tech Issue Agent Call Handling Quiz

What should the agent do at the beginning of every call?

• Ask for the booking ID immediately

• Greet the guest politely and introduce themselves

• Apologize for the issue

• Contact the Property Manager

When a guest is denied check-in due to a system issue, the agent should:

• Ask the guest to cancel directly

• Apologize and confirm the issue

• Blame the property manager

• Escalate immediately

If the Booking ID (BID) is not showing in CRS, what should the agent ask for?

• Guest’s passport

• Guest’s email address

• Guest’s booking voucher

• Guest’s payment method

How can the agent contact the Property Manager (PM)?

• Only via WhatsApp

• Use contact information on the CRS Hotel Page

• Ask the guest to contact them

• Email the PM later

If the booking is visible in CRS but not in HMS, what should the agent ask the PM to do first?

• Call OYO support

• Refresh HMS or re-login

• Cancel the booking

• Turn off the system

If the PM refuses to give check-in after trying all steps, what should the agent do?

• Ask the guest to leave the property

• Raise a complaint against the PM

• Shift the guest using Lifeline

• Close the ticket immediately

If both CRS and HMS do not show the booking, and the property is confirmed to be an OYO hotel, the agent must:

• Ask the PM to mark it manually

• Raise a Seek Ticket under Tech Support

• Tell the guest to pay again

• Transfer the call to OTA

For OTA bookings not found in CRS or HMS, what information should the agent collect from the guest?

• Date of birth and ID

• Check-in/check-out dates and email ID

• Credit card number

• Number of nights only

If shifting is not possible and the guest cannot check in, what should the agent do?

• Disconnect the call

• Ask the guest to pay at another hotel

• Request the guest to cancel and promise full refund

• Ask the guest to contact OTA only

After resolving the issue, what is the final step the agent must take?

• Report the guest

• Send an email to the OTA/Guest with the resolution

• Tell the guest to call again tomorrow

• Close all bookings for that hotel