Hotel Operations
What does ADR stand for?
Average Daily Rate
Whats the "golden rule" of guest service?
Treat guests how you'd want to be treated
What is the most important leadership trait?
i.e. communication, accountability
What is a brand audit?
A review of compliance with brand expectations
What year was Ambience Hospitality opened
2005
Name two systems used at the front desk?
PMS & POS
Whats one example of a "wow moment" for a guest
i.e. Surprise room upgrade, handwritten notes, personalized amenity
What does lead by example mean in hospitality?
Modeling behavior you expect from your team
What are typical uniform standards meant to reinforce?
Professionalism and consistency
What was Dinesh' first job in hotels?
Valet
What is the industry standard target for room cleanliness inspection score?
90% or higher
Whats a good service recovery phrase?
I understand how frustrating this must be. Lets fix it right away.
Name two things that improve employee retention
i.e. Recognition, growth opportunities, good work culture
Give an example of a brand signature service
i.e. Hiltons digital key, Holiday Inn Express cinnamon rolls, Choice waffles, Hampton Waffle Bar, Home2 signature sandwiches, Holiday Inn Full Service French Toast
Which hotel was the only one to recieve a brand award for the 2024 year?
LaQuinta Inn & Suites - Monahans
What is the first step to handling a maintenance request?
Log it and assign it immediately
Name three touchpoints during a guests stay
Check in, housekeeping, check out
Whats a SMART goal? (Hint, its an acronym)
Specific, measurable, achievable, relevant, time-bound
What happens if a brand inspection fails?
Re-inspection, potential fees
Which GM do you think does the most counseling notices?
Stephen
What's a key strategy to reduce check in wait time during peak hours?
Pre Check In, mobile keys, or additional staffing
What metric often determine loyalty program tier status?
Nights stayed or points earned
Whats a successful method to resolve internal conflict?
i.e. 1 on 1 conversations, HR involvement
Whats the ideal response time to guest requests under brand standards?
15 minutes or less
Which hotel has the best ranking for approving time cards and checks in paycom every pay period?
Comfort Inn - Portales