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

Tech Issue Agent Call Handling Quiz

Quiz
•
Hospitality and Catering
•
Professional Development
•
Hard
Valdo Varelleo
FREE Resource
20 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Ask for the booking ID immediately
Greet the guest politely and introduce themselves
Apologize for the issue
Contact the Property Manager
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
Create a free account and access millions of resources
Similar Resources on Wayground
15 questions
How to enter guest room

Quiz
•
Professional Development
20 questions
Sun Siyam Brand Purpose

Quiz
•
Professional Development
23 questions
Pool Towel & Swimming Pool Quiz

Quiz
•
Professional Development
20 questions
Vegetarian Ingredient Substitutions Quiz

Quiz
•
Professional Development
23 questions
Hospitality basic financials

Quiz
•
Professional Development
15 questions
Knowledge Check 7.2 _ Live Trivia _Product Knowledge

Quiz
•
Professional Development
25 questions
Housekeeping Training Quiz

Quiz
•
Professional Development
19 questions
Forbes Emotional Intelligence Knowledge Quiz

Quiz
•
Professional Development
Popular Resources on Wayground
25 questions
Equations of Circles

Quiz
•
10th - 11th Grade
30 questions
Week 5 Memory Builder 1 (Multiplication and Division Facts)

Quiz
•
9th Grade
33 questions
Unit 3 Summative - Summer School: Immune System

Quiz
•
10th Grade
10 questions
Writing and Identifying Ratios Practice

Quiz
•
5th - 6th Grade
36 questions
Prime and Composite Numbers

Quiz
•
5th Grade
14 questions
Exterior and Interior angles of Polygons

Quiz
•
8th Grade
37 questions
Camp Re-cap Week 1 (no regression)

Quiz
•
9th - 12th Grade
46 questions
Biology Semester 1 Review

Quiz
•
10th Grade