Travel & Hospitality Call Center Assessment

45 Questions | Self-Grading Assessment

Section A: Multiple Choice

Section B: Yes / No

Section C: Information Questions

31. Why should an agent identify whether a reservation was booked through an OTA?
32. How should an agent explain a non-refundable ticket without simply saying "No refund"?
33. Why is empathy important when handling weather-related disruptions?
34. What should an agent do when a hotel is overbooked and a guest must be walked?
35. Why should agents use the NATO phonetic alphabet when confirming a PNR?

Section D: Fill in the Blanks

36. The unique reservation locator used in travel systems is called a
37. A hotel's itemized billing record is known as a
38. A temporary credit card hold for extra charges is called an
39. The system used by hotel front desks for room assignments and check-ins is the
40. A voucher issued instead of a cruise refund may be called a Future Cruise

Section E: Dialogue Completion