ACCOUNT AND RESERVATION SECURITY

If the guest provides a confirmation number, what information do you need to perform the security process?

Choose all that apply.

• Last 4 digits of the credit card.

• First and Last name that the reservation is under.

• Name of the hotel as well as check in and check out dates.

• First and Last name of the caller.

When do you need to perform account security if you are dealing with a redemption reservation?

Choose all that apply.

• Modifying a reservation.

• Adding M8 code and a name to an existing reservation

• Adding special requests.

• For a cancellation.

• When booking it.

Date of birth, current email address, current mailing address, middle initial and current phone number are all part of...

If you have to look up the reservation manually, what information do you need to perform the security process?

Choose all that apply.

• Last 4 digits of the credit card.

• First and Last name of the caller.

• Name of the hotel and check in date.

• Check out date and email on file on the reservation.

• First and Last name that the reservation is under.

If the guest provides their account number and wants to check one of the reservations on file but does not have the confirmation number, what information do you ask for?

Choose all that apply.

• Last 4 digits of the credit card on the reservation.

• First and Last name of the caller.

• Name of the hotel and check in date.

• Verify column A and column B

• First and Last name that the reservation is under.

Please indicate the right steps to verify an account.

• Verify Column B

• Verify name on the account.

• Verify column A

When do you need to perform account security?

Choose all that apply.

• For High Risk Activities.

• Quoting rates or providing information about the hotel.

• When creating  a 'Property Guest Experience' Case for Pre-Stay, Concierge Request

• • Booking, Modifying or Cancelling a Paid Stay for a Member

• When handling any inquiries regarding Account Information.

When is it not necessary to perform account security?

Choose all that apply.

• • When modifying or reviewing a 'Property Guest Experience' Case if the Member provides the Case Number

• Quoting rates or providing information about the hotel.

• When creating  a 'Property Guest Experience' Case for Pre-Stay, Concierge Request

• • Booking, Modifying or Cancelling a Paid Stay for a Member

• Booking, modifying or cancelling a Redemption Reservation.

When the guest is unable to give you the PIN number, you have already called assist and the guest was unable to answer the reminder question you should (a)  

• request them to send their government issued ID
• transfer the call to Loyalty/Elite
• give us a callback once they have the answer
• indicate the guest this is suspected fraud
• open a case for suspected fraud

Please select where you can check more information to verify column B.