CQA - Hotel and Car rental skill gaps/Needs Assessment

The purpose of this Survey is to identify what challenges specialists are having with hotel bookings and car rentals. To determine where there are skill gaps.

Please provide your valuable input by end of day, Friday, April 17th. Thank you.
Name (optional): 


A red asterisk (*) indicates required questions.

  1. When evaluating redemption hotel reservation calls. What areas of TICO are most commonly missed?
    (Check all that apply)*
    Taxes (are included or payable locally)
    Number of persons per room/charge for additional persons
    Room guarantee (hotel cancel policy if guaranteed to cc)
    Non refundable
    Non transferable
    Change fee $26.25 per booking
    Plus additional AMRM and/or cash may apply
    Subject to availability
    ID and credit card requirements
    Outside of Canada- passport/visa/health requirements
    Outside of Canada- living conditions/entry refusal
    Availability of insurance
    Hotel chain, name, location
    Room Type
    None
    Other (Please specify)


  1. If you selected "Other" in Question #1. Please specify what other area(s) on TICO is commonly missed.


  1. When evaluating "Pay at Location" hotel reservation calls. What areas of TICO are most commonly missed?



  1. What hotel supplier(s) are specialists having challenges with?
    (Check all that apply)*
    Delta hotels
    Best Western hotels
    Intercontinental hotels
    Starwood hotels
    Disney value resort hotels
    None


  1. What are some common struggles with the redemption hotel bookings do you find specialists are having?



  1. Do you have any recommandations for other training & development needs related to hotel bookings? Please describe below.






Customer Care Training & Development
Toronto