Va Final Exam Review

Front 1

Which icons on the Booking Screen should NEVER be touched?

Back 1

Upgrade Room & Store

Front 2

Which policy should you quote even if it is different from the reservations policy?

Back 2

Package Policy

Front 3

The ______________ will usually auto-populate in the payment section of the customer details tab IF the cc was already entered.

Back 3

Credit Card Information

Front 4

In the Policy tab, which box must you check before confirming a booking?

Back 4

The check to indicate that you have read the cancel and booking policies to the guest.

Front 5

If you see a symbol indicating a suppressed rate, you should do what?

Back 5

The rate is confidential and you should not quote a price.

Front 6

What does the Pending Reservation Warning mean?

Back 6

You are attempting to close a reservation before confirming it.

Front 7

_______ __________ can be entered when looking up a guest profile.

Back 7

Partial Names

Front 8

Which screen is this?

Back 8

Find Hotel

Front 9

Which booking channels are you able to modify if the rate permits the modification?

Back 9

Voice, PMS Res Sync, Booking Engine

Front 10

What must you do at the end of your day in order for VA to update?

Back 10

Log out of Voice Agent

Front 11

Property _____________ will only show in the system if they are set up over the dates you are selecting.

Back 11

Alerts

Front 12

Which screen is this?

Back 12

Booker Profile

Front 13

Will the message tab always be visible on the booking screen?

Back 13

No, only if there is a property alert that the customer needs to be notified of.

Front 14

What does the copy function NOT copy?

Back 14

Guest profile and cc

Front 15

Which information needs to be collected to create a new guest profile?

Back 15

Guest name, email address, phone number, billing address.

Front 16

When searching for a hotel by state, what needs to be included to ensure results?

Back 16

comma - space - state abbreviation

Front 17

What is the mandatory field that agents must select to identify a specific line a call came in on?

Back 17

Sub Source

Front 18

Which policy will state the deposit due on a booking?

Back 18

Booking Policy

Front 19

What are two ways to find a guest profile?

Back 19

Find Customer and Find Reservation

Front 20

Which results filter on the check availability screen hides all room or rates that have a stay restriction?

Back 20

Hide Rate Restrictions

Front 21

What is this screen

Back 21

Map

Front 22

What is this screen

Back 22

Availability Details Screen

Front 23

What are the ways that you can search for a group rate?

Back 23

Rate Type Drop-down

Access Code

Rate Filter

Front 24

If we see a symbol indicating the rate is view only indicating a restricted rate, what do you do?

Back 24

Provide info to the caller, but do not book the room.

Front 25

What does Call Gating mean?

Back 25

That the caller has called the hotel's direct reservations line.

Front 26

If your whisper states, "Trump Hotel Collection"...is that a call gated or toll free line?

Back 26

toll free

Front 27

Which Screen is this?

Back 27

Booking Screen

Front 28

Which screens can you quote the booking and cancellations policies from?

Back 28

Availability Details & Booking Screen

Front 29

What does "Pending Modification Warning" mean?

Back 29

You are attempting to close a booking without saving the changes you have made.

Front 30

If you see more than one reservation along the left side of the screen when looking at a booking, which type of booking screen are you likely looking at?

Back 30

Itinerary Screen

Front 31

Which screens allow you to access Availability Details?

Back 31

Booking Screen & Check Availability

Front 32

When can you cross sell?

Back 32

Only within the same CRO.

Front 33

In what section of the reservation would you enter a notation that the guest requests a high floor so the hotel will see it?

Back 33

Reservation Comment to Hotel

Front 34

When a hotel sets a property alert in the system, it means the hotel has an important message to share with the caller. EVERY time you see the alert icon, you should do what?

Back 34

Read the alert to the caller, NO EXCEPTIONS

Front 35

Which screen is this?

Back 35

Landing Page

Front 36

What screen is this?

Back 36

Start Call Page

Front 37

What is this screen?

Back 37

Check Availability

Front 38

Which steps should an agent take prior to making any cancellations?

Back 38

Check the cancellation policy and offer alternate dates.

Front 39

Which section of the Customer Details tab would you be able to locate an existing guest profile?

Back 39

Find Customer

Front 40

Where can you check to see if the dates you are checking are correct, if you were searching for a group on the Check Availability Screen and the search turned up the rate showing "no season/override"?

Back 40

Inventory Calendar

Front 41

Agents can book multiple rooms by adjusting the number of rooms on the Check Availability Screen.

Back 41

Agents cannot book multiple rooms on the Check Availability Screen. They must use the "copy" function on the booking screen.

Front 42

Which screen is this?

Back 42

Find Customer

Front 43

Which screen is this?

Back 43

Customer Details

Front 44

When you use the currency conversion tool and are converting 300 Thai Baht to US dollars, what is the way you should best advise the caller?

Back 44

The conversion amounts to approximately $9.21.

Front 45

Does every hotel have wrap up codes enabled?

Back 45

No, every hotel does not have the wrap up codes activated for each time you access the Check Availability Screen.

Front 46

Which screen is this?

Back 46

Hotel Details