What's Your Leadership Style ?

A group of diverse professionals in a modern office setting, discussing leadership styles and collaborating on team strategies, with charts and graphs in the background.

Discover Your Leadership Style

Unlock the secrets of your leadership style with our engaging quiz! Delve into various scenarios that will help you understand how you make decisions, handle complaints, and interact with guests. This is a great opportunity to refine your approach and enhance your team dynamics.

Take the quiz to:

Identify your unique leadership traits.
Learn how to handle challenging situations effectively.
Improve your decision-making process.

17 Questions4 MinutesCreated by InspiringLeader479

Tell others what to do

Notify guest that this is not possible, they should have contacted us before cancelling

To refund the guest, we need a written approval from the partner confirming they agree to waive the cancellation fee

Advise the guest to contact the hotel directly and arrange the refund within themselves

After escalating a complaint to the Senior, you must work together with the Senior to handle the complaint in order to resolve it as soon as possible

Advise the guest to change their password immediately

Use the risk button to flag the issue to our security team. Inform the caller that our security team will review and reach out to the customer directly.

After escalating a complaint to the Senior, you must work together with the Senior to handle the complaint in order to resolve it as soon as possible

True, contact Senior hotline to resolve the complants

False, we will wait for the Senior to come out with the action plan

Guest contacted us that they are incorrectly charged for their stay by the partner, they provided a screenshot which shows that it is in pending charge status, how shall we proceed?

Promise guest that we will provide the refund since they have provided the proof of incorrect charge

Use the TED form to review the proof of charge (in this case it would be invalid because there is not a charge but a pending charge)

Proceed to contact Partner to reach an agreement for the refund

A guest had flooded a room at the property previously and the Partner is calling us to cancel the future reservation from the same guest. Are we allowed to proceed?

Yes, we can cancel the reservation if the partner is able to show proof

No, we can only advise the partner to speak to the guest directly

Yes, we can cancel the reservation since the guest have damaged the room previously

A guest has booked a property that is now in duplicate status. What should the partner do?

Partner should honour the reservation

If partner has availability on their original property, they should close it to prevent overbooking

If partner does not have availability on their original property, they should follow the relocation procedure

All of the answers above are correct

If a Senior Specialist has left a note with an action plan on a reservation, this means that the reservation is being handled by the Senior and we should not touch the case

True

False

Improved new ‘Pay at Property’ – solution for Hybrid 2.0 partners. What are the benefits?

Booking.com will preauthorize the free cancellation/no prepayment reservations and will attempt to charge the Guest for late cancellation/no show fees

Booking.com will charge the guest if the Property informs that the guest left without paying

Both A & B are correct

The guest contacts us for assistance with a relocation. In searching for an alternative we want to be sure to find the lowest cost option for the guest.

Yes, it is our priority to find the cheapest option for the customer. Either finding it at the same price or lowest possible difference to the customer.

No we want to find the most suitable alternative taking into account price, location, and amenities. And it's our priority to find the best fit not only the cheapest option for our guests

Damage Policy by Booking.com - What type of damage/extra costs are included in the new Damage Policy?

Smoking fines, theft of cash, breaking house rules

Damage done by the guest to property and its content, additional fees, routine cleaning job

Damage done by the guest to property and its furniture, electronic equipments, fixtures, fittings and effect

The guest has contacted us to modify a reservation that requires the partner's approval. We contact the partner and they ask that we reach out a later time greater than 24 hours. Can we do this?

Yes just set the reminder for the partner's requested contact window so that we can give them a call back as requested.

No, we inform we need a decision from the partner within the 24 hour period

Inform the partner we will await their response and will send an email for them to reply when they are available to do so

The guest has a reservation with a "Partner Offer" and is contacting us because he found a lower rate in a different website. Is the reservation eligible for a "we price match" claim?

The reservation will be eligible for WPM if the offer the guest found is for the same type of room, same policy and same dates

The reservation will be elegible if we can see the price in the partner's currency

Both "A" and "B' are correct answers

It won't be elegible because is a Partner Offer reservation

Select the correct answer

"Twint" is the new payment method availble for Swiss guest with IP address in Switzerland

"Twint" is the new payment method available for Swiss guest with IP addres in Switzerland, making a "pay now" reservation and currecy is CHF

"Twint" is the new payment method available for Swiss guest, making reservations in accommodations in Switzerland

A guest booked a trip through Agoda.com. The guest have provided us with their name, Agoda confirmation number and email address. Can we proceed with the guest's request?

Yes, the guest have provided all the information required

No, as the guest did not provide any PIN code and was not verified, we should call the guest back at the telephone number on file

No, the guest did not provide any PIN code and was not verified, we can only confirm whether the reservation exists and request the guest to speak to Agoda directly

If a relative reports the death of a guest, are we allowed to share this information with the partner?

Yes, If there is a valid purpose for sharing this info (e.g. We need to request a free cancellation)

No, we should never share Guest personal information with the partner

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