Arrival & Check IN
The use of this rule is the highest point earner during the arrival experience.
What is the 15/5 Rule?
An auditor may ask about a restaurant. The concierge host must know about this in order to earn all points.
What is the local area?
To verify a room service order the phone attendant must clarify these 3 things
What is the number of people, room number and guest name.
What is 1 minute?
The first interaction of the bistro starts with this host position.
What is the hostess?
There are two ways to evaluate check in.
What is mobile check in and regular check in?
Finding a charging station for a guest with a laptop is an example of this Art of Hosting Move.
What is respond to cues?
An auditor will ask a question about the menu or ask for a modification. For answering correctly you will earn this many points.
4 points.
Taking a food order and offering these will earn you 4 points during your audit.
What are recommendations?
What is Orange Juice?
These Marriott Bonvoy members are offered an upgrade during the check in process.
Who are Ambassador, Titanium and Platinum members?
A proper closing sounds like this.
What is thank you for coming in and have a great night!
Room service must be delivered in this amount of time in order to be compliant.
What is 45 minutes?
At this level of drink full, the host must offer another round of drinks.
What is 1/3 full?
When the food arrives the host confirms everything and drops this on the table to ensure a speedy departure.
What is the guest check (or bill)?
Using the guest name during check in will earn a host this many points.
What is 16 points?
Standard concierge amenities include:
Copy services, television, assisting with reservations and food services.
A proper delivery procedure at the door includes these three items
What is:
Knock on the Door
Announce the Department
Asking permission to enter.
A warm welcome will earn you this many points from a greenroom visit.
What is 16 points.
For guests on the run, this is offered for their coffee (and worth 16 points)
What is a to-go coffee cup?
By asking a guest what brings them to Greensboro the associate earns points for this Art of Hosting move.
What is Creating a personal connection??
Hours of HotnFood Operation in the Lounge include.
AM: 6AM-10AM
PM: 5:30-7:30pm
Recognizing an elite member's status during the delivery process can be done at this point in the interaction.
What is the closing?
To be a certified greenroom you must have power, music and this.
What is programmable lighting?
Hot tea condiments include honey and this.
What is lemon?