Agent Error Quiz - Nov.2016

To add the guest's Airline miles number into the existing reservation, the correct action is to retrieve the existing reservation, press F6, click Change, click Loyalty Program button, choose from the drop down options, enter the loyalty ID, and then click on Submit. This process allows the guest's loyalty ID to be linked to the reservation, ensuring that they receive any applicable benefits or rewards associated with their Airline miles number.

To resolve the error prompt, the correct answer suggests pressing "End Call" and then pulling up the reservation. After that, pressing F7 will allow the user to search and add the corporate client file. By clicking the "Rate Plan/Dates" button, the user can change the DOA and rate plan code accordingly. This sequence of actions ensures that the error is addressed and the necessary modifications are made to the reservation.

The statement is false because an agent cannot attach the member ID of the caller to a reservation for their friend in order for the caller to earn points and be eligible for the National promotion. The member ID is typically associated with the individual who is making the reservation and staying in the room. Therefore, the friend would need to have their own member ID in order to earn points and be eligible for promotions.

To change a guest's BAR reservation to a different room type with a lower rate, the correct action is to pull up the reservation, press F5 to refresh the page, select the preferred room type with the desired rate, right click on the initial room and delete it, and then confirm the reservation. This process allows the guest to switch to a different room type while also taking advantage of the lower rate.

If the guest is indecisive in choosing which hotel to stay at on her vacation and is torn between two Choice hotels in the area, the best course of action is to advise the guest that only one reservation can be placed for either of these hotels. It is then recommended to suggest a better option to the guest. However, if the guest insists on booking both hotels, they should be educated about the potential consequences, such as being charged twice if they fail to cancel one of the reservations. If the guest agrees to these terms, then the reservation can be processed.

If encountering an error while trying to modify the DOA and rate plan of a reservation created by a Call Forwarding agent within the cancellation deadline, the correct course of action is to provide the confirmation number to the team lead and advise them to make the necessary changes. It is important to inform the guest if there is a rate change and provide a recap accordingly. This ensures that the necessary modifications are made while keeping the guest informed about any changes in the reservation.

The correct answer suggests that if a guest wants to book two different room types under BAR on the same travel dates and with flexible cancellation policy, the first step is to select the first room type from the room list/inventory. Then, press F5 to add the second room with a different bed type. Finally, click on the "Confirm" button to complete the booking. This process allows the guest to book two different room types with the desired bed types and ensures that the reservation is confirmed correctly.

If the guest is unable to verify 3 pieces of account information, it is necessary for the agent to create a reservation without attaching the member ID. After confirming the reservation, the agent should inform the guest that the call will be transferred to Member Services to update their account details. This means that the statement is true, as it accurately describes the correct procedure for handling such situations.

If you are unable to attach a Corporate client file on an existing reservation after pressing F7 multiple times, the suggested solution is to retrieve the existing reservation, right click, choose "Reservation History for room", and check if the reservation was recently modified by the hotel. If it shows that the reservation was changed by the property code, then you should process a Cancel & Rebook after checking availability. This implies that there may have been a modification or error made by the hotel, and by canceling and rebooking, you can ensure that the correct Corporate client file is attached to the reservation.

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If the guest asks for the S3A rate but cannot provide their AAA ID number, the best course of action is to check the availability of S3A rooms. If there are S3A rooms available, the reservation should be continued under the BAR rate. The guest should then be advised to call back and provide their AAA number so that the reservation can be modified to the S3A rate. This ensures that the guest can still receive the AAA discount once they provide their AAA ID number.

True - no need to touch the reservation or make any modification. Just enroll the guest to CP and cancel the existing reservation right after.

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The given statement is false. The rate plans mentioned (SED, SIT, LEMPL, LFF) are modifiable and cancellable by an MNLRC/MNLCP/AUSRC agent, which means they can be changed or cancelled. However, the statement also mentions that the list of common restricted rate plans is accessible through the KnowledgeBase or IntelliResponse, implying that there are rate plans that are not modifiable or cancellable. Therefore, the correct answer is false.

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To check the rooms left/available for 2 nights under SRD with the guest having 1 point left on the account, the correct action is to retrieve the existing reservation, press F3, click Dates/Hotel, change the Length of Stay (LOS) and rates into SRD, and then go to the Inventory tab. This allows the user to modify the existing reservation to a 2-night stay under SRD and check the availability of rooms.

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If you receive an error prompt saying "Client File required for this sell" when adding a Corporate client file on an existing BAR reservation (within the cancellation deadline), the correct action to take is to press "End Call", pull up the reservation, press F7, search/add the corporate client file, click the "Rate Plan/Dates" button, and change the rate plan code. This will ensure that the necessary client file is added and the rate plan code is updated correctly.

To accommodate the guest's request to add one more room on Dec. 17, the correct answer suggests pulling up the existing reservation and changing the length of stay (LOS) to Dec. 16 for 1 night and 2 rooms. Then, a new reservation should be created for Dec. 17, 1 night, and 3 rooms. By indicating "Part 1 of 2" for the first reservation and "Part 2 of 2" for the second reservation, the guest's request can be properly managed. The guest should also be informed about the check-in and check-out policy.

False - override can only be processed if it's past the cancellation deadline, if it's already approved by the front desk and if you were able to confirm a new reservation.