GX Knowledge Quiz
Which Slack channels shows you who is in charge of which property?
Gx_general
Gx_internal
Ops_gx_briefing
Gx_distribution
Where can you find the PIN Codes for a booking at Sketch? Select all the possible answers.
Details - Apaleo
Gx_general - Slack
Glutz Backend
General - Apaleo
Housekeeping confirms a no-show of a one-night booking. Which steps do you take to mark the no-show correctly?
Mark the no-show on Apaleo
Cancel the booking on Apaleo
Refund the nightly rate in Folios
Mark the no-show on the OTA
Report it on gx_internal
Inform the Operations Manager
Name all the properties where we offer parking.
Blau
Base
Designhotel Wiegand
Nook
Sketch
Munico
Wood
Belfort
Where can you see if a parking spot is available at NOOK, in case a guest wants to book one?
NOOK CREONE google sheet
Details - Apaleo
Gx_ops_briefing - Slack
Reports - Apaleo
A guest wants to extend his booking that he made via Booking.com. We can request the modification in the Bookign.com extranet, but only for certain payment methods. Which one?
Virtual credit card
Booking.com payment - bank transfer
Credit card of the guest
A guest arrives at BASE in the evening and complains that the rooms smells of smoke. Another room is available and the guest accepts to be relocated there. Which actions do you need to take?
Reassign the booking
Invalidate the codes
Resend the CheckInDay info
Leave a task for HSK to check the "old" room
Report in gx_internal
Block the old room as "CL - no cleaning"
Block the old room as "SMK - smell of smoke"
Report in gx_complaints
Make sure the old room is marked as "dirty"
Refund the full amount
Which of the four pieces of information to we write in BOLD letters, when posting about a booking on Slack?
Guest name
Room number
Booking ID
Property
For which properties do we leave the tasks in the HSK App in English?
Belfort
Base
Blau
Oben
Nook
Kater
Straus
Wood
Munico
Roca
A guest claims that he did not receive the Check-in Day Information yet, only the booking confirmation. What can be possible reasons?
The registration is not completed
The email address is not correct
We do not have an email address
The booking is not paid
It is not the arrival day yet - room is not assigned
It is an extension
A guest wants to know when the next mid-stay cleaning will be done. Where do you find this information?
Opx_gx_briefing - Slack
Housekeeping Tab - Apaleo
Contact the Operations manager
WhatsApp Housekeeping Groups
A guest tells you he stored his luggage at Sketch and wants to pick it up at 9 pm on the day of departure. What do you need to do?.
Activate the code on Apaleo
Give access to the luggage storage on Glutz
Extend the access to the entrance on Glutz until 9 pm
Nothing: access is always granted until 10 pm
A guest calls stating he is in front of the property and never received the Check-in information. Which details do you need to verify in order to give out the PIN?
Guest name, COSI booking ID, check-in / out, property name
Guest name, OTA booking ID, check-in / out, property name
Guest name, check-in / out, property name
Guest name, last 4 digits of the credit card, check-in / out, property name
Guest name, phone number, property name
You don't need to verify anything, since this is an urgent issue
A guest requests a check-in at 11 am - what do you do?
Inform our our official check-in time - 3 pm
Decline right away
Enter the request on the HSK tab - Apaleo
Inform about ECI automation (if available)
Suggest to book the night before to have a confirmed ECI
Post in gx_guestrequest & tag Ops. manager
You receive a notification that a noise detector goes off at Strauss. What is the first thing you do?
Call Securitas
Send a text message to the guest
Report this in gx_misconduct
Call the guest
Call the Ops. Manager
Report the guest on the OTA
Which missed call does NOT need to be called back?
GX Spain - waiting time 30 sec.
GX Austria - waiting time 20 sec.
GX Berlin - waiting time 35 sec.
Midstay - waiting time 40 sec.
A guest wants to books a parking spot at NOOK on the arrival day - what are your steps? Select all correct answers.
Check if a parking spot is available
Book the parking spot - "Folios" Apaleo
Book the parking spot - "Extras" Apaleo
Before checking availability you decline - guests need to tell us three days in advance
Send payment link / charge the credit card
Add guest to NOOK CREONE google sheet
Post in gx_general that you sold a parking spot
Send parking instructions - PIN / safe number - to the guest
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