June Monthly Recap

Quiz
•
Professional Development
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Professional Development
•
Medium

Jo Anna
Used 3+ times
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11 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
1 min • 2 pts
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
2.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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)
3.
FILL IN THE BLANK QUESTION
30 sec • 1 pt
For TIA Members, we can offer __% discount from BFR.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
We can offer MICE (Meetings & Events Special) Rate for guests for internal or external conferences.
True
False
5.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
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
6.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
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
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
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