Springhill ODU
What is the full name of our on-site restaurant?
Monarch Recovery Sports Grill
What is the name of our previous POS system for the front desk?
FOSSE
Where is lost and found?
2nd floor
What sign can a guest use to opt out of housekeeping service?
DND Sign
What do you do when a guest has items on their bed during a stayover service?
Do not touch/make the bed
How many VIP Parlor Suites do we have?
Where do you go in a reservation to charge the virtual card? (Pre-arrival or during a check-in)
Go to "Make a payment"
What sheets fit the pull out couch sofa bed?
KING
How long should the check-in process be?
5 Minutes
How many tiers of hotel brands does Marriott have?
4 (Luxury, Full service, Select service, Longer stays)
Who plays against ODU this weekend?
JMU
How late can a Platinum, Titanium, or Ambassador Elite member get guaranteed late check out?
How many flat & clip hangers go in each closet?
6 flat 4 Clip
Name 3 hot items SpringHill is required to have at the breakfast buffet.
o Egg and Swiss Cheese on English Muffin
o Egg, Ham and Cheese on Croissant Roll
o Sausage Biscuit Sandwich
o Spinach and Swiss Cheese crustless Quiche
o Tomato, Kale and Feta Egg White Frittata
o Jalapeno and Three-Cheese Baked Souffle
o Scrambled cage-free eggs
What tier of Marriott hotels are SpringHill Suites?
Select Service
What year did the hotel open?
2008
Marriott QA requires you to ask this question before ending a call with a guest.
Is there anything else I can help you with? (or any similar wording)
How many items go in the black basket by the coffee maker?
(coffee cups, lids, sleeves etc)
(10) 1 decaf, 1 regular, 2 cups, 2 lids, 2 sleeves, 2 condiment packets
What is the 15/5 Rule?
Follow the 15 / 5 (4.6m / 1.5 m) Rule
o Make eye contact and smile at 15 feet (4.6m or 15 steps)
o Maintain eye contact at 5 feet (1.5m or 5 steps)
o Provide a warm greeting/welcome
What kind of clientele do we get at SpringHill ODU the most?
Sports Groups, Chartway Arena happenings (concerts, events etc..)
Who is the longest standing employee at SpringHill Suites ODU?
Ms. Minnie
How many nights do you have to stay to go from member to silver elite.
10 nights (within a year)
What goes in the bathroom vanity and how many bath towels go in a king/double?
1 bar soap, 2 make up wipes, 1 soap dish, 3 hand towels, 3 wash cloths, 1 box of tissue.
King: 3 bath towels
Double: 4 bath towels
What are the Marriott brand standards for check-in?
Front Desk associate must minimally:
• Review room type and special requests, if any on reservation
• Confirm number of keys
• Hand guest the key packet
• Discreetly show the written room number on key packet
• Provide directions to the elevator and/or the room
What year did Marriott first introduce the SpringHill brand?
1997