First Impressions
Required greeting standard used when welcoming a guest or owner
What is Aloha, Good Morning
Required item to request at every check-in
What is a valid photo ID?
What must NEVER be said out loud
What is the villa number?
The digital tool offered at check-in
What is the Digital Welcome Kit via QR code on the Experience Guide?
Loyalty program associates must understand
What is Marriott Bonvoy
The rule that ensures guests are acknowledged promptly
What is the 15/5 rule?
How we confirm a guest's home address
What is confirming without stating it out loud?
Where are the villa number should be written
What is the Experience Guide and Key Packet?
What resort-wide payment method must be explained?
What is the cashless resort process?
Two areas of directional knowledge needed
What are on-property and location directions?
Two key elements of positive body language
How phone numbers are handled
What is requesting a valid number and explaining text usage on property?
What must be written on keys
What is the villa number and check-out date?
What must be included in the key packet
What are parking pass, mobile-check in collateral, towel cards, Keeping it Fresh and guest keys?
What auditor observes even before you speak?
What is posture, grooming and body language?
Where your name tag and pride pin must be work
What is on the left side of the uniform?
How emails are confirmed correctly
What is partial confirmation only?
What tool is used to provide directions
What is the property map without writing on it?
How adults and children must be handled in reservations
What is confirming all guests and adding accompanying guests to the reservation?
What is a name tag or shoes for crew?
The required way to close a guest interaction warmly
What is offering additional assistance, providing your name, and how to reach you via Zingle?
How credit cards must be processed for contiguous reservations
What is inserting the card into the chip reader for all reservations?
The correct way to confirm departure
What is verbally confirming the departure date and check-out time? 10am
BONUS: Name 3 items guests commonly ask about amenities
Pool hours, towels, dining locations
Report printed once auditor is announced
What is T120?