Nesting Support Assessment

This program provides lodging reimbursement for pre-qualified individuals from designated disaster areas.

FEMA

What is the KB article for BPG ineligible websites?

2247

1180

2310

1439

What is the KB article for Protocol Examples for Assumptive Close, Scarcity Rebuttal and Using Benefits to Sell?

1721

1725

1716

1747

Customer calls in asking to book 3 rooms under senior rate. What are the restrictions that we need to advise guest before making the reservation. ( Provide 2 answers )

Guest called in to inquire how many points he has on his/her HHonors account and get his/her account number as well. What will be your response and how will you acknowledge the concern?

Advise the guest that you can check for the points upon verifying the account completely and for the HHonor's account number, we could transfer them to the HHonors verification department.

Advise the guest that you can pull it up using his name and phone number.

Advise the guest that you won't be able to pull up the information without his Hilton Honors number. Tell them to call again if they have the necessary information.

All of the above

Guest called in asking assistance to make a reservation for a 3 night stay. After providing rates, guest had a rate resistance and decided to book for 2 nights instead. Upon checking in Journey, there's a minimum length of stay. How would you explain this to the guest?

Explain to the guest that the hotel has a very high demand on the selected dates thus you're not seeing availability on the dates requested. Ask if the guest is flexible with the dates or offer cross sell.

Tell them to just call back as soon as the rates are lowered down

Ask the guest if they are a member of AAA and AARP or senior

Drop the call

A travel agent calls in February 8 and wants to book 13 rooms. She said all rooms will be under one name, 5 rooms for arrival on March 15 and the remaining will be for March 18, all for a 3 night stay. After checking hotel's availability, you have confirmed that there's an SRP for 10-15 rooms. What will you advise the guest?

We can process BPG even if the third party website has a different cancellation policy as what we have in Journey.

A Hilton Honors member gifts a reward to another member. Will the second member gets a credit for staying at the hotel?

These types of calls can be transferred to Guest Assistance: select all that applies

	For past date reservations	Complaints for existing reservations that come as a result of a previous agent error (future dates or guest)	Has not yet stayed at the hotel	If the guest has already checked into the hotel, has a complaint about their current stay and has already spoken to management at the hotel, then calls HRCC about the complaint	Guest has a billing error and does NOT want you to submit a request to the hotel	Guest has International billing error and does NOT want you to submit a request to the hotel	Compliments towards hotel	Hotel Manager must discuss a reservation history	Guest wants to contact President	If a guest specifically asks to speak to a Supervisor

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