WbW System Navigation

This quiz will be used by the trainer or lead coach to ensure the agent is successful in system navigation. This will be utilized during an agent's fishbowl and the trainer/lead coach will check off each item as it has been completed.
Name: 


A red asterisk (*) indicates required questions.

  1. WWID*


  1. First Name Last Name*


  1. Open the account in IRIS using any of the information: Owner Number/Contract Number/Name and Address/Email Address/Phone Number/Confirmation number*
    Yes
    No
    NA


  1. Asked for Password if applicable or Confirmed Caller is a Permission Addendum*
    Yes
    No
    NA


  1. Identify Owner Member Type and acknowledge tenure of Ownership *
    Yes
    No
    NA


  1. State Owner’s available credits and available to borrow credits *
    Yes
    No
    NA


  1. Provide Owner’s available HK Tokens and Guest Certificates *
    Yes
    No
    NA


  1. Identify Owner’s Anniversary date *
    Yes
    No
    NA


  1. Identify TravelShare & HK Grandfathered accounts*
    Yes
    No
    NA


  1. Identify Expiring / Expired Credits / HK Tokens / Guest Certificates on Credits tab*
    Yes
    No
    NA


  1. Identify Used Credits & if there’s a reservation for them to drop into or if a new reservation should be booked*
    Yes
    No
    NA


  1. Search availability for WMNA / WMSP by entering appropriate Resort Code/s *
    Yes
    No
    NA


  1. Book with vacation credits or cash options / Remake / Cancel Reservation *
    Yes
    No
    NA


  1. Book Grouped or Continuous stay reservations*
    Yes
    No
    NA


  1. Combine reservations *
    Yes
    No
    NA


  1. Create waitlist requests / book or combine waitlist match *
    Yes
    No
    NA


  1. Add guest name on confirmed reservations *
    Yes
    No
    NA


  1. Override cancellation*
    Yes
    No
    NA


  1. Use appropriate override boxes on the Payment Options Screen*
    Yes
    No
    NA


  1. Add/Edit Credit Card Payment Details*
    Yes
    No
    NA


  1. Add/Change Cash/Credit Payment Options*
    Yes
    No
    NA


  1. Collect IRIS Res Balance / Issue refund of IRIS Res Credit Balance. *
    Yes
    No
    NA


  1. Process Spacebank to RCI / Donating Credits / Purchase Resort Directory on search product availability *
    Yes
    No
    NA


  1. Locate Owner’s Club Pass / RCI reservations on Product Purchases tab*
    Yes
    No
    NA


  1. Verify Owner’s eligibility for Club Pass on Contracts Tab *
    Yes
    No
    NA


  1. Book Compensation Certificates *
    Yes
    No
    NA


  1. Not “x” out of IRIS pop ups /closing them appropriately *
    Yes
    No
    NA


  1. Enter appropriate notes on the Account/Exit Log Notes*
    Yes
    No
    NA





WynD Owner Services Training
Orlando, FL