June Monthly Recap

What is the correct flow of action when you receive a high-priority threatening call?
Steps Key:
1️⃣ Notify Hotel Leadership in NZ via phone and text using the emergency template
2️⃣ Stay calm and gather key details from the caller
3️⃣ Submit a detailed incident report within 1 hour
4️⃣ Supervisor initiates the formal escalation process
5️⃣ Immediately alert the on-duty Supervisor

• 5 - 1 - 4 - 3 - 2

• 2 - 5 - 4 - 1 - 3

• 3 - 2 - 1 - 5 - 4

• 2 - 4 - 5 - 3 - 1

Who are the primary escalation contacts in NZ? Select all that apply.

• Hotel Manager

• Country Manager

• Health & Safety Manager

• COO (Chief Operating Officer)

• CEO (Chief Executive Officer)

For TIA Members, we can offer __% discount from BFR.

We can offer MICE (Meetings & Events Special) Rate for guests for internal or external conferences.

• True

• False

You’ve just started your shift and are feeling overwhelmed. You have:

• - A guest complaint that needs urgent attention

• - A team meeting scheduled for tomorrow

• - Multiple low-priority emails

• - A casual message from a friend with some gossip

• - No clear task list for the day
  What should you do first to manage your time effectively?

• Read your friend’s message quickly to get it out of the way

• Start replying to low-priority emails to reduce your inbox clutter

• Address the guest complaint immediately and create a task list for the day

• Skip the task list and start multitasking on everything at once

A team member asks for help with something urgent but outside your role. You’re currently handling an high-priority email and currently in the call queue. Based on Eisenhower's Matrix, what’s the best course of action?

• Drop the high-priority email and assist your colleague immediately

• Ask your colleague to message you the details for later

• Explain that you’re tied up and suggest they escalate it to the Supervisor

• Try to manage everything at once by assisting your colleague while continuing your current tasks

An agent amended a group booking without reading the full email thread or clarifying a new system prompt. This led to duplicate bookings and same-day cancellations.

What is the key takeaway from this situation?

• Always check room availability before confirming a booking

• Only senior agents should handle group bookings

• Always read the full communication thread and clarify unfamiliar prompts

• Avoid using new system features without training

A booker asked to hold rooms while checking with a colleague. The agent confirmed the booking without clarification and no follow-up was made. The rooms were blocked for months and later marked as a no-show.

What is the key takeaway from this situation?

• Always follow up with the booker a day before check-in

• Only confirm bookings after clarifying the booker’s intent and explaining our no-hold policy

• Rooms should always be held upon request

• No-shows are unavoidable in group bookings

When shall we use this template?

• When confirming FIT groups (9 rooms and below)

• When confirming groups (10 rooms and above)

• When cancelling FIT groups (9 rooms and below)

• When confirming a multi-reservation booking.

A travel agent requested to confirm a group booking of 11x rooms. Revenue has advised that the group can be accommodated under their contracted rates in the lowest room category available.

Which email template should you use to respond to the agent?

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