APAC Customer Relations Quiz

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| By Margarette Mendez

Margarette Mendez

Community Contributor

Quizzes Created: 1 | Total Attempts: 91

Questions: 10 | Attempts: 91 | Updated: Feb 1, 2023

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Use CHIP for Guest Relations to search for the answers.

Questions and Answers

1.

What is a 601 letter?
- A.
  
  General Apology
- B.
  
  Legal letter
- C.
  
  Apology with property
- D.
  
  Request Information
Correct Answer
B. Legal letter

Explanation
A 601 letter is sent to the guest for Insurance/Legal complaints. This states that due to the nature of their concern, we would have to defer it to the hotel.

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2.

When do we categorize a complaint as Insurance/legal? Select all that apply.
- A.
  
  Guest was charged for burnt bedsheets
- B.
  
  The hotel charged the guest a pet fee for her rabbit even if the guest stated that it is a service animal.
- C.
  
  Guest states that they are denied upon check-in because the hotel does not accept foreigners in the hotel
- D.
  
  Guest slipped in the shower and incurred injuries
Correct Answer(s)
A. Guest was charged for burnt bedsheets
C. Guest states that they are denied upon check-in because the hotel does not accept foreigners in the hotel
D. Guest slipped in the shower and incurred injuries

Explanation
Anytime there is a smoking charge, charge for damages, injury, medical issue, bug bites, missing and/or lost property we mark Legal.

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3.

What is the number for Asia-Pac Customer Relations NZ?
- A.
  
  1800 075 707
- B.
  
  0800 888 970
- C.
  
  0800 999 970
- D.
  
  800 300 8800
Correct Answer
C. 0800 999 970

Explanation
The correct answer is 0800 999 970.

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4.

When do you file an Agent Investigation?
- A.
  
  When a guest is claiming that a Choice Hotel agent made an error on their reservation and/or misinformed the guest.
- B.
  
  When the caller says that an agent walked her through her online reservation but the agent did not give her the right instructions.
- C.
  
  Both A and B
- D.
  
  None
Correct Answer
A. When a guest is claiming that a Choice Hotel agent made an error on their reservation and/or misinformed the guest.

Explanation
An Agent Investigation is filed when a guest claims that a Choice Hotel agent made a mistake on their reservation or provided incorrect information. This could be in cases where the guest believes that the agent made an error during the reservation process or provided them with inaccurate instructions. Therefore, both options A and B are correct as they both describe situations where an Agent Investigation would be necessary.

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5.

What email can we provide for Corporate Charge Card applications?
- A.
  
  [email protected]
- B.
  
  [email protected]
- C.
  
  [email protected]
- D.
  
  [email protected].
Correct Answer
D. [email protected].

Explanation
The correct answer is [email protected]. This email address is the most suitable for corporate charge card applications as it includes the word "sales," indicating that it is specifically for business-related inquiries. Additionally, the domain "choicehotels.com.au" suggests that it is the Australian branch of Choice Hotels, making it appropriate for applications within that region.

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6.

What is the phone number for Hotel Support?
- A.
  
  (888) 228 5160
- B.
  
  (800) 4250 3122
- C.
  
  (888) 544 3200
- D.
  
  (800) 4250 3122
Correct Answer
C. (888) 544 3200

Explanation
The correct answer is (888) 544 3200.

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7.

If the guest is still checked-in and calls to file a complaint, will you offer points rightaway?
- A.
  
  Yes
- B.
  
  No
Correct Answer
B. No

Explanation
If the guest is still checked into the hotel:
•Document a General Comment
•Call the hotel to see if they can immediately assist the guest.
•If the hotel doesn't resolve advise the guest to contact us back after the stay is completed.

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8.

How can a guest file a complaint against a hotel? Select all that apply.
- A.
  
  Email
- B.
  
  Call
- C.
  
  Snail mail
Correct Answer(s)
A. Email
B. Call
C. Snail mail

Explanation
Guests can file a complaint against a hotel by using various methods such as email, call, or snail mail. Email allows guests to quickly and conveniently communicate their concerns to the hotel management. Calling the hotel provides a direct and immediate way to voice complaints and seek resolution. Snail mail, although slower, can be used to send a written complaint to the hotel, providing a documented record of the issue.

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9.

If a guest claims there was a mistake on their reservation due to our website, we submit a systems investigation request by selecting ALL applicable errors as reported by the caller?
- A.
  
  Yes
- B.
  
  No
Correct Answer
A. Yes

Explanation
The correct answer is "Yes" because by selecting ALL applicable errors as reported by the caller, we can gather all the necessary information to conduct a thorough systems investigation. This will help us identify any mistakes or issues on our website that may have caused the error on the guest's reservation. By considering all reported errors, we can ensure a comprehensive investigation and address any concerns raised by the guest effectively.

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10.

Can we provide [email protected] email address to callers?
- A.
  
  Yes
- B.
  
  No
Correct Answer
B. No

Explanation
No, this is an internal email address for outbound messages to APAC hotels. The correct APAC Customer Relations email address to provide is [email protected] for complaints through email.

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