WorksheetsHOW WOULD YOU PROCEED?
Total questions: 10
Worksheet time: 4mins
"I am a Titanium Elite Member, I had a stay at The Westin Rancho Mirage 6 days ago, but I am not seeing my points posted, could you please assist me?"
What would you do?
Create a case for a Missing Stay on Property Cases
Create a case for a Missing Stay on CEC/Loyalty
Let the guest know that it may take up to 10 days after the check-out for it to be reflected
Transfer to Loyalty for them to post it
A guest called because she received an email about a cancelled reservation that she did not cancel, checking out the reservation history you realize it has a Market Code 28.
How would you proceed?
Choose all that apply
Tell the guest to get in contact with the hotel directly to check what happened
Call the hotel to check why it was cancelled or transfer to Elite if you don't have outbound access
Let the guest know that if she is the associate she has to get in contact with her supervisor to report the situation
Create a case to notify the hotel that she did not cancelled the reservation
If she is not the associate let the guest know she has to get in contact with the employee to assist them
A Platinum Elite Member called to cancel a reservation that was booked on points, the reservation has a cancellation policy of 5 days before the arrival, his check in is 12/24 and today is 12/23.
Would you be able to apply an override to the penalty?
Yes, due to his status.
No, I cannot because it does not meet the cancellation exception.
Yes, because the cancellation policy is more than 72 hours before the arrival.
Yes, because it was booked on points.
A Lifetime Gold Elite Member, was checking her account and noticed that her points are about to expire, she is requesting an extension.
What would your answer be?
'Sorry, we are not able to extend points anymore'
'Let me create a case to request the extension'
'Due to your status your points will not expire'
'Let me connect you with our Elite department for them to check if it is possible'
Guest is calling because they have stayed 14 nights at our hotels this year, they want to know how many nights away they are to become a Platinum Elite Member.
What is their current status and how many nights they need to become Platinum?
Silver Members and they are missing 11 nights
Gold Members and they are missing 25 nights
Member and they are missing 50 nights
Silver and they are missing 36 nights
A Titanium Elite Member calls because he is staying at The Ritz-Carlton Mexico City, he is complaining because he is not allowed to use the Club Lounge with no charge. He states that it is one of his benefits.
What would you do?
Educate the guest and let him know there are some brands where that benefit is not applicable
Call assist or the hotel in order to get him complimentary access
Apologize and create a case to compensate the guest
Transfer to Elite Services
A member called to transfer 85k Points to his Wife's account however he just opened his account 5 days ago
What would you do?
Go to Act & Loyalty preferences and click on the transfer points tool.
Open a point transfer case
Advise the member to transfer the points by himself online
Advise the member that he must be at least 30 days enrolled to receive or transfer points.
A customer called to purchase 5k Points, during the year guest has purchased a total of 100k Points.
How would you help the Member?
Help him purchasing the points thru the reservation path
Member can't purchase more than 100k points per calendar year
Create a Case in order to get an exception.
Transfer to Loyalty/Elite to complete the purchase
Read and Analyze Carefully the next scenario
A Guest called inquiring if she'll be able to Cancel her reservation in The Westin Maui without any penalty due to the wildfires emergency. Her Check In date is next week, however her cancellation Policy is of 21 days prior to the arrival.
How can you help the guest?
(There's more than one right Answer)
Tell the Guest to Call the Hotel Directly
Call Assist/Hotel for them to give you the information
Access "Property Status" in Capture.
Create an "Information" Case so the hotel may reach the guest
A Titanium Elite member called stating that he's currently at the Front Desk and the associate is not allowing him to Check In because the hotel is overbooked, even when the member book several months in advance with the S9R rate. Also he called 2 days ago to confirm his reservation because he took a long flight to arrive.
The lady at the front desk told him to call us to get assistance
How would you proceed?
Transfer to Elite services
Open a case to Walk-in policies
Call Assist/hotel to know what options will be offered to the guest.
