Security Protocol
Quality
Procedures
Random
Bonus
100
Information needed from a guest before working on a Reservation?
Pin code, reservation # and caller name.
100
What is one if not the most important question we should ask the guest before ending a call?
Anything else I can do for you?
100
After a guest gives you all the Security information and ask to cancel the reservation, what is the first thing you should do?
Tag on TED.
100
Where do you log a call that has nothing to do with a reservation?
-On the Non-reservations tab at the top of the TED page.
200
Information needed from a partner before working on a reservation?
The property ID number, name and position.
200
What is the first thing an agent should say to a customer when they pick up a call?
Thank you for calling booking.com, how can I help you? Also give the guest the agent name.
200
For a relocation, If we are asking the partner to give us an alternative via email and the reservation is within the next 7 days. How much time do we give the property to answer us?
2 hours
200
Who is booking.com CEO?
-Gillian Tans
300
If the guest wants to contact the property via email, What email do we give the guest?
Property Alias email or use the direct communication tool.
300
What is the correct hold Etiquette?
- Informing the guest before putting them on hold. - Thanking the guest for holding. - Keeping the guest updated during a long hold.
300
What information the property needs to provide the guest before we are able to cancel a reservation due to deposit not paid?
-Amount guest needs to pay - Bank information where guest can make the deposit. - Deadline to make the deposit.
300
When do we use the Force Circumstances complaint?
Only when booking.com tells you to.
400
If the property needs to contact the guest, what information can we give them to contact the guest directly? 2 Answers
Guest Phone number and guest Alias email. or they can use the direct communication tool on the extranet.
400
How can an agent take ownership of a call?
- Don't take the easy way out. It’s way to easy to just say to yourself, “that’s the customer’s problem, not mine,” and leave them on their own to solve it. Take it the next step. - Be a Resource. You could just say, “I don’t know anything about that.” Or, you could say, “Let me check to see if anyone else here might know the answer.”
400
What are the requirements for a WPM to be valid? 4 answers
-The same policy -The same room type -The same dates -The same hotel
400
Name 3 of booking.com 5 company Values? Hint: My values.
- Keep the customer at the center of everything you do. - Experiment, learn and be open to change. - Work together to achieve success. - Be humble, open and friendly. - Get things done today.
500
What is Empathy?
The ability to understand and share the feelings of another. Ways to use empathy: -Put aside your viewpoint, and try to see things from the other person's point of view. -Ask what the other person would do. -Listen.
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