WorksheetsSBEC & CRM Quiz
Total questions: 50
Worksheet time: 50mins
What does SBEC stand for in the SwissBelhotel Group context?
SwissBelhotel Executive Club
SwissBelhotel Exclusive Card
SwissBelhotel Experience Club
SwissBelhotel Elite Circle
What is the main objective of the SBEC program?
Increase OTA bookings
Increase direct bookings and repeat guests
Reduce hotel operational costs
Replace corporate contracts
SBEC focuses on which key outcome?
Onetime transactions
Brand loyalty and repeat guests
Free hotel stays
Staff incentives
How many SBEC programs currently exist?
One paid program only
Two programs: Free and Paid (PLUS)
Three membership types
One program with free membership
What is the annual fee for SBEC PLUS membership in Indonesia?
IDR 1,500,000
IDR 2,000,000
IDR 2,350,000
IDR 3,000,000
Which of the following is NOT a USP of SBEC Benefits?
Simple
Exclusive
Pointbased system
Easy to use
What does “Visit” mean in SBEC?
Only room stays
Only dining transactions
Any paid transaction at SBI hotels
Only online bookings
Which bookings are eligible to enjoy SBEC benefits?
OTA bookings only
Direct bookings to hotel/SBI
Corporate free stays
Complimentary stays
Can SBEC benefits be combined or stacked?
Yes, always
Only during promotions
No, benefits cannot be stacked
Only for rooms
Who must be present to enjoy SBEC benefits?
Any family member
Hotel staff
The registered member
Travel agent
How many rooms can a member book with discount per visit?
Maximum 5 rooms
Maximum 7 rooms
Maximum 10 rooms
Unlimited rooms
Are alcoholic beverages included in SBEC F&B benefits?
Yes, always
No, not applicable
Only on weekends
Only for PLUS members
Which benefit applies only to the member’s room?
Dining discount
Priority checkin
Banquet discount
Newsletter promotions
What is the SBEC Member’s Zone used for?
Staff reporting
Guest complaints
Viewing benefits and visits
OTA reservations
How does a member log in to the Member’s Zone?
Membership number only
Email/username and password
Phone number
Passport number
Which is the correct SBEC milestone sequence?
Global - Explorer – Influencer – Enthusiast – Connoisseur
Global - Explorer – Enthusiast – Influencer – Connoisseur
Red - Green – Silver – Gold – Platinum
Starter - Beginner – Advanced – Elite – Premium
How many visits are required to reach Enthusiast level?
3–10 visits
10–19 visits
20–34 visits
35–49 visits
What happens to visits at the renewal date?
They carry forward
They double
They reset to zero
They convert to points
Who can register as an SBEC member?
Only direct booking guests
Only Indonesian guests
Any guest from any channel
Only corporate guests
Is a minimum transaction amount required to register?
Yes, IDR 100,000
Yes, IDR 500,000
No minimum required
Only for room stays
What card type do guests receive after registration?
Physical plastic card
Paper card
Digital card
Voucher booklet
How many visits can one invoice represent?
Multiple visits
One visit
Depends on value
Depends on outlet
Can multiple transactions within 24 hours count as multiple visits?
Yes
No, they count as one visit
Only for rooms
Only for dining
Can visits from OTA bookings be recorded?
Yes, always
No, OTA stays cannot be recorded
Only for rooms
Only for PLUS members
What is considered a long stay booking?
More than 7 nights
More than 10 nights
More than 14 consecutive nights
More than 30 nights
For long stays, how is a visit recorded?
One visit per night
One visit per booking
One visit every 15 nights
One visit per invoice
Can a takeaway coffee be recorded as a visit?
Yes
No
Only for PLUS members
Only with room stay
Why are lowvalue transactions still important to record?
They increase hotel expenses
They show member loyalty
They reduce discounts
They are mandatory
What is the role of SBEC Champions?
Handle complaints only
Manage hotel finances
Promote SBEC and guest engagement
Manage OTAs
Which is a recommended SBEC guest engagement practice?
Hide promotional materials
Avoid talking about discounts
Wear SBEC pin
Register guests without consent
SBEC newsletters are mainly used for:
Staff communication
Internal audits
Memberexclusive promotions
OTA advertising
How many promotions can a hotel submit per month for SBEC newsletter?
Unlimited
Two
One
Five
What report shows transactions and revenue from SBEC members?
New Member Report
Overview Report
Visit & Revenue Report
Database Report
What is the main goal of SBEC loyalty program?
Give maximum discounts
Compete with OTAs
Drive consistent repeat visits and revenue
Replace promotions
Which milestone requires 50 visits to achieve?
Influencer
Enthusiast
Explorer
Connoisseur
When are SBEC benefits applied to a new member?
After the second visit
After reaching Explorer level
Immediately after registration
After one year
What is the visit range for the Influencer milestone?
20–34 visits
35–49 visits
3–19 visits
50 visits
At renewal date, how many days are considered to evaluate visits?
180 days
365 days
24 months
Unlimited period
Which statement best describes SBEC milestones?
They are permanent levels
They reset based on yearly visit performance
They depend on room revenue only
They never change
Why does SBEC reset visits at renewal date?
To remove inactive members
To encourage consistent repeat visits
To increase membership fees
To limit discounts
A guest books a room directly, checks in, and registers as an SBEC member at the front desk. Can the room rate be discounted for this stay?
Yes, immediately
Yes, but only after check-out
No, the current stay room rate cannot be discounted
Only for PLUS members
A member stays in the hotel, dines at the restaurant, and uses the spa on the same day with separate invoices. How many visits should be recorded?
Three visits
Two visits
One visit
No visit
A member books a room via an OTA but pays directly for dining at the hotel restaurant. How should this be recorded?
Both room and dining count as visits
Only the room counts as a visit
Only the dining transaction can be recorded as a visit
No visit can be recorded at all
A member makes two separate transactions within 12 hours at the same hotel. How many visits should be recorded?
Two visits
One visit
Three visits
Depends on the amount
A member books 8 rooms under one invoice and stays in one of them. How is the discount applied?
Only to the member’s room
To all 8 rooms
To a maximum of 5 rooms
No discount is allowed
A member fails to maintain the required visits during the year. What happens at renewal?
Membership is cancelled
Member is downgraded based on visit count
Member keeps the same milestone
Visits are carried forward
A guest signs up online but has not made any transaction yet. What membership level do they have?
Red Explorer
Green Global
Silver Enthusiast
No membership
A member presents their SBEC card but is not present at the dining table. Can the benefit be applied?
Yes, always
Yes, if the bill is paid by the member
No, the member must be present
Only for family members
A member stays 30 consecutive nights at the hotel. How many visits should be recorded?
One visit
Two visits
Three visits
Thirty visits
A hotel wants to encourage more SBEC sign-ups at the lobby. Which action follows SBEC best practice?
Hiding SBEC materials to avoid clutter
Placing SBEC collaterals in a visible area and engaging guests
Only promoting SBEC at check-out
Registering guests without explanation
