1
2
3
4
5
100
Maxine is an employee of IHG and she has a service quality issue.
What reason code and action code we will use for this?
MSC3-Employee Issue
use hotel code UNHOT, and advise the employee to work directly with their local manager for assistance.
Use the action code 'documented, resolved, forwarded'.
100
BONUS POINTS
100
What is Hotel code DISCV?
Holiday In - At Orange lake Resort
100
CONGRATS !!
100
Bakit bawal umutot sa Apple Store?
Kasi wala silang windows 🤣
200
An IHG Employee is calling Guest Relations to ask why he can't book a reservation using employee rate discount.
What will you check first under Customer Detail Search tab, and what will you advise to the employee?
On the Loyalty Detail,
We can see Employee and it should be marked as YES.
If not, then advise the employee to add their IHG Rewards membership number in Merlin so that they can book the employee rate discount.
200
FILL IN THE BLANKS !!
Used for hotel failures with the IHG Hotels & Resorts _________ . If a guest sees a bed bug, it would be reported as _____________.
If a bed bug bite is involved, or the guest sought medical attention for mold, then it is an ______________.
Clean Promise
Service Quality-Clean Promise
Insurance-Issue.
200
Ano ang first name ni Pikachu?
Cherrie Pie PIKACHU 🤣🤣
200
Logic Question: If Mrs. John’s bungalow is decorated completely in pink, with the walls, carpet, and furniture all shades of pink, what color are the stairs?
Answer: There are no stairs because bungalows do not have a second floor.
200
When was the Breakfast option of Welcome Amenity available to Diamond Elite members started?
June 6 2022
300
Andy is requesting for a refund because she was not able to sleep due to the condition of her room, you tried offering 5000 IHG Rewards Points but the guest did not accept it.
What reason and action code you will use and what will you advise to the guest requesting for a refund?
SQ4-Guestroom/Bath Conditions
DRF
*Advise guest to work directly to the hotel for refund request
300
If guest contacted Guest Relations and has Questions or Concerns about Compensation / Case Management Fees
What will you advise to the guest? And are you going to case it or not?
Refer them to file a dispute through IHG Concerto Guest Complaints
*No Case needed
300
What is our Pay out Limit for Points Compensation and Hotel Invoices?
Not more than
- 60,000 IHG Rewards points
- 300usd for Hotel Invoices
300
Verbatim of the Guest:
" I want to file a complaint because the hotel did not allow my service Animal, I have all the documents here to prove that my dog is my service animal."
What reason code and action code you will use to address this issue?
We will code it as ADA1-ADA/DDA Issues and refer the case to the hotel for resolution.
** If the animal is not a service animal, code a Policy Issue.
300
What common English verb becomes its own past tence by rearranging its letters?
Eat.
400
Logic question.
A brother and a sister were born in summer and in winter.
The sister was not born in winter.
Who was born in summer?
The sister.
400
Guest is a non- member of IHG One Rewards and she already mentioned that this is already her second call with us, guest can't provide the case number but she can verify the confirmation number.
How will you know if there is a case that was created under HER name in ICare?
** Put the hotel code on primary hotel and click the Special tab and click Hotel Search.
400
What reason code and action code you will use if a CRO made the error for Confirmable Suites Upgrade?
CROCSU – CRO Confirm Upgrade Error
400
What is the formula that we are using to determine the cost of error of our CRO case?
Incorrect Rate – Correct Rate * Nights + Tax Percentage = Cost of Error
400
Can you give us the reason codes that we are using here in Guest Relation which we use FIX IT resolution?
SQ0 - SQ7
WEBCON
WEBRES
RESV6
MSC7
MSC3
MSC4
CROACC
CROAGT
CROGST
CROVRF
BILL2
500
Logic Question.
It occurs once in a minute, twice in a moment, but never in an hour.
The letter "M"
500
Can you give atleast 5 reason codes that we are using here in Guest Relation which we use the action code Referred for Resolution?
ADA1
BILL1
BILL 3
BILL5
BILL6
EMLOC
INHOUSE
INSUR
MSC1
MSC2
MSC6
POL1
RESV1
RESV4
RESV7
500
Who is our Director Sales and Service Operations?
Mr. Michael Pahati
500
Logic Question.
Is it correct to say "the yolk of eggs is white" or "the yolk of eggs are white"?
Neither, the yolk of eggs are yellow.
500
“I want a refund for my tour package” “I can’t make the package dates work; can I get a refund” “I need to book my vacation experience package”
What reason code and action code you use for this?
MSC2 - REFER