Apac Customer Relations Quiz

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| By Margarette Mendez
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Margarette Mendez
Community Contributor
Quizzes Created: 1 | Total Attempts: 91
| Attempts: 91
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  • 1/10 Questions

    If the guest is still checked-in and calls to file a complaint, will you offer points rightaway?

    • Yes
    • No
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About This Quiz

Use CHIP for Guest Relations to search for the answers.

Apac Customer Relations Quiz - Quiz

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  • 2. 
    What is a 601 letter? - ProProfs

    What is a 601 letter?

    • General Apology

    • Legal letter

    • Apology with property

    • Request Information

    Correct Answer
    A. 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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  • 3. 
    What email can we provide for Corporate Charge Card applications? - ProProfs

    What email can we provide for Corporate Charge Card applications?

    Correct Answer
    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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  • 4. 
    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? - ProProfs

    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?

    • Yes

    • 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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  • 5. 
    What is the number for Asia-Pac Customer Relations NZ? - ProProfs

    What is the number for Asia-Pac Customer Relations NZ?

    • 1800 075 707

    • 0800 888 970

    • 0800 999 970

    • 800 300 8800

    Correct Answer
    A. 0800 999 970
    Explanation
    The correct answer is 0800 999 970.

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  • 6. 

    Can we provide [email protected] email address to callers?

    • Yes

    • No

    Correct Answer
    A. 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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  • 7. 
    What is the phone number for Hotel Support? - ProProfs

    What is the phone number for Hotel Support?

    • (888) 228 5160

    • (800) 4250 3122

    • (888) 544 3200

    • (800) 4250 3122

    Correct Answer
    A. (888) 544 3200
    Explanation
    The correct answer is (888) 544 3200.

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  • 8. 
    How can a guest file a complaint against a hotel? Select all that apply. - ProProfs

    How can a guest file a complaint against a hotel? Select all that apply.

    • Email

    • Call

    • Snail mail

    Correct Answer(s)
    A. Email
    A. Call
    A. 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. 
    When do you file an Agent Investigation? - ProProfs

    When do you file an Agent Investigation?

    • When a guest is claiming that a Choice Hotel agent made an error on their reservation and/or misinformed the guest.

    • When the caller says that an agent walked her through her online reservation but the agent did not give her the right instructions.

    • Both A and B

    • 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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  • 10. 
    When do we categorize a complaint as Insurance/legal? Select all that apply. - ProProfs

    When do we categorize a complaint as Insurance/legal? Select all that apply.

    • Guest was charged for burnt bedsheets

    • The hotel charged the guest a pet fee for her rabbit even if the guest stated that it is a service animal.

    • Guest states that they are denied upon check-in because the hotel does not accept foreigners in the hotel

    • Guest slipped in the shower and incurred injuries

    Correct Answer(s)
    A. Guest was charged for burnt bedsheets
    A. Guest states that they are denied upon check-in because the hotel does not accept foreigners in the hotel
    A. 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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Quiz Review Timeline (Updated): Feb 1, 2023 +

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  • Current Version
  • Feb 01, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Nov 09, 2017
    Quiz Created by
    Margarette Mendez
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