Geography and Travel Calendar
Give 5 US states that starts with the letter "M" and their state code
What is ME - Maine, MD - Maryland, MA - Massachusetts, MI - Michigan, MN - Minnesota, MS - Mississippi, MO - Missouri, MT - Montana.
The 1st Critical Behavior
What is Ask for the IHG Rewards Club membership number?
FREESTYLE: Give us your best opening spiel for this VDN and Caller Intent:
Mobile Crowne Plaza | Create_Res_Failed
Crowne Plaza (Reservations), This is _______. Are you trying to make a reservation?/ How can I help you with your reservation?
About using all the information available to understand what guests want and need.
What is True Listening
This hotel offers villas and usually located in top resort and vacation destination in US. Provide the hotel code as well.
What is CV - Holiday Inn Club Vacations
Date of US Thanksgiving and Canadian Thanksgiving
What is US - 4th Thursday of November, CA - 2nd Monday of October
The 2nd Critical Behavior
What is
Ask probing questions to understand the needs of the guest and then provide a resolution that matches the need in the initial offer.
Account Verification Scenario: A third party is calling in behalf of the member and wants to use points on the reservation. The caller provided the One Rewards number. What are the information you have to ask
What is Name on the account and one additional information (email address/mailing address/ and phone number)
Personal responsibility and ownership
What is True Responsiveness
Give the hotels (and the brand code) that offer complimentary breakfast
What is EX - Holiday Inn Express, SB - Staybridge Suites, WE - Atwell Suites, VA - Avid Hotel
Give the 4 seasons in US and the months
What is
Winter - December, January, February
Spring - March, April, May
Summer - June, July, August
Autumn/ Fall -September, October, November
The 3rd Critical Behavior
What is
Immediately asking for the sale after quoting the rate.
The hotels in the Essentials Collection and the brand code
What is VA - Avid Hotel, HI - Holiday Inn, RS - Holiday Inn Resort, EX - Holiday Inn Express
This is all about making a meaningful connection with the guest
What is True Attitude
The unexpected gestures in which we can surprise and delight our guests to make them feel genuinely welcomed and to make their stay at a Kimpton Hotel comfortable.
What is Kimpton Moments
It is celebrated on the last Monday of May in the US
What is Memorial Day
The 4th Critical Behavior
What is Make an attempt to break down barriers which are an obstacle to booking the reservation.
The 5 One Rewards membership status
What is Club, Silver Elite, Gold Elite, Platinum Elite, Diamond Elite
This is all about being confident in your role and your abilities to address the needs of our guests
True Confidende
A paid-for loyalty recognition program for guests of InterContinental Hotels & Resorts. Members enjoy exclusive benefits at all InterContinental Hotels & Resorts worldwide
What is InterContinental Ambassador
Give the 4 states (and the state code) that starts with the letter A
What is AL - Alabama, AK - Alaska, AZ - Arizona, AR - Arkansas
The 5th Critical Behavior
What is
See the Partner, Say the Partner, and make the correct partner transfer.
This is one of our Luxury and Lifestyle hotels and also known as “Travel Club for Hotel Lovers”
What is Mr. and Mrs. Smith
BONUS QUESTION: Great tool that we can use to make sure we are displaying positivity when working with our guests.
What is Power Words
Give the hotels (and their brand code) that accept pet.
What is SB - Staybridge Suites, CW - Candlewood Suites, KI - Kimpton, IN - Hotel Indigo