WorksheetsR1 Assessment review
Total questions: 22
Worksheet time: 44mins
Where can you find information related to the HCP (Host Cancellation Program Coupon)? (link of the article)
(a)
What types of alterations can a host make? (choose the ones that apply)
https://confluence.airbnb.biz/display/LEN/Host-initiated+alteration
Price
listing
hosts can't make alterations
number of guests
What types of events are considered an Extenuating Circumstance?
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+Host+cancellation
https://confluence.airbnb.biz/display/LEN/Extenuating+circumstances+guest+cancellation
Large -Scale Essential utilities outages/ restrictions
Host doesn't want to host
Guest is sick
Severe weather or natural disaster.
Where can you find the hosting standards we have for our platform? (link of the article)
(a)
If you are finding options for a tier 2 rebooking, what is the maximum price to filter by, when only one listing is available?
https://confluence.airbnb.biz/display/LEN/Reservation+rebooking
20% (max $500)
30%
20% (max $1000)
10%
Jean calls in from Germany, but does not speak English. You are not fluent in German and can only speak in English. Upon checking Jean’s Nova profile, you see that he has one reservation on the account, scheduled for one week from now. Which workflow applies to this situation?
(a)
You have located the right WF for the previous situation What are the next steps ?
Not say anything and transfer to the German Queue
Attempt to communicate in English first
Ask your TL to take the case
Hang up
When are you able to move to rebooking without funds?
When I Empathize with the guest.
When I ask if they can cover the new reservation and the g express they don't have money
When the guest cancel the reservation and need help booking a new listing
When the guest express they don't have the funds to book a new reservation after a CBH or CBA
You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?
Take the call and tell the user to wait for the previous ambassador
Apply the macro Ownership case update and not take the escalation.
Tell the CE agent to take the call and assist the user (they should be able to help)
Non of the above
What should you do regarding the previous case?
You receive a warm transfer on the phone. It is someone in CE, stating they are warm transferring because the User is requesting a different Support Ambassador to help her case. Per Community First, what are your next steps?
(a)
A guest was issued a $100 HC coupon after his reservation was canceled by his host. The Guest then calls Airbnb, because there is a concert in the area, leaving only one listing; the price of the listing is more than the refund, and the coupon combined. After looking at the listing, you determine that the guest would still need an additional $205 to complete their booking. What are your next steps?
I can increase the HC coupon
I can create a new $205 coupon and g can combine both when booking a new reservation
I will issue a new coupon for $305
I will create a 4 eye consult so my supervisor can increase the HC coupon
You have a 5 day leave of absence scheduled, that is approved and starts tomorrow. You have 4 tickets in your inbox, 3 of which deal with reservations starting in four days. All tickets are unresolved and will require follow ups. what workflow would apply?
(a)
What actions do we take if a guest double books?
CBA the reservation the guest doesn't need anymore.
CBG the reservation the guest doesn't need anymore with cancellation policy
Mediate with the host first to see if a full refund can be possible on the reservation the guest doesn't need
CBG the reservation the guest doesn't need and give a loss for the remaining amount without consulting the host.
What are acceptable loss reasons?
A Support Ambassador mistake generated monetary loss for a user
We have proof that something promised was not delivered and it was the responsibility of a host
A guest made a double booking.
Potential earnings
Taking the following statement as an example, what mediation technique would you classify this as?
“Can you tell me why you are traveling?”
Generating options
Communicating the outcome
Establishing safety
Surfacing interests
What is the relevancy and score for this review?
“F$%& this s&^%, the host is an idiot. I would not recommend this place.”
Medium 2 points
High 2 points
Low 3 points
Medium 3 points
What are the 3 different types of Review Manipulation?
Medium /High /Low
Intimidation/ Extortion and incentivization/ Competitor reviews
Intimidation / Medium / Low
When confirming a guest claim of the host telling them to cancel, what actions must you take with the host?
set a deadline of 5 days
CBH the reservation
Apply macro: Reservations:: Host commitment:: Host:: Misclassified cancellation
Add note Admin Flag to host’s account: Documented Host Commitment Violation: (_ticket number_)
When rebooking without funds, how much can we cover for a 4 day reservation cancelled 24 hours before check in? (percent of the new reservation)
(a)
Per our mediation process, do we make any promises of refunds or reimbursements on our first contact with the user?
Yes we can promise a loss on the first interaction
No, we need to do a mediation first and try to reduce the loss
Host Maria is not able to keep hosting due to changes on the landlord what documentation can you request to wave the penalties?
(a)
Guest Juan is in the middle of a long term reservation, and would like to alter his stay to make the check out tomorrow. You can alter the reservation and provide him a refund of the remaining days without consulting the host first
True
False
