Travel & Hospitality Account Readiness — Contact Centre

Hiring screen for contact-centre agents joining travel and hospitality accounts. Measures three things the role actually demands: itinerary comprehension (reading a booking as described and catching what matters — a connection turned invalid by a delay, timezone arithmetic on arrival times, overlapping bookings, and transit rules stated in the booking notes), disruption handling (rebooking judgement under pressure — cancellations, overbooked hotels, mass-disruption triage, refund versus voucher versus rebooking trade-offs, and the real limits of a third-party agent's powers), and service recovery (turning a service failure into retained loyalty through specific acknowledgement, ownership, concrete remedy and realistic follow-through). All facts needed to answer are contained in each item; no geography or airline trivia is required or rewarded. Scenarios are country-neutral and brand-neutral. Administration time: 30 minutes.