Bistro
Housekeeping
Front Desk
RefreshingService
Service Essentials
100
Invite guests to come back to the Bistro and thank them.
What is the last step in taking a order?
100
Smile, greet guest, ask how is their stay and ask them is there anything you can do for them in their room today.
What a housekeeper should do when they see a guest in the hallway or in their room?
100
Saying absolutely instead of yup, yep or sure thing
What is using Courtyard lingo
100
Make eye contact and smile at 15 ft and verbally greeting, and maintaing eye contact at 5 ft
What is the 15/5 rule?
100
15
How many service essentials are there?
200
Look up-Smile-Acknowledge additional guest
What is the proper way to greet when there are multiple guest in line?
200
Call the room and leave a message informing guest that the issue was looked at and fixed or give other solution and apologize for inconvenience and thank the guest for staying at the Burlington Courtyard.
What should maintenance do after they have fixed an issue in a stayover's room?
200
It's a new stay and a great day at the burlington courtyard this is ________. How may I help you?
What is the proper courtyard phone greeting
200
Listen-Empathize-Apologize-Respond-Notify
What is the L.E.A.R.N. process?
200
Smarts-Ownership-Energy
What are the three Courtyard service values?
300
Check back to ensure guest meal is accurate and delicious and ask if anything else is needed
What should you do shortly after delivering guest food?
300
Do not knock on the guest room door and quietly slide the paper under the door telling the guest if they need anything to contact the front desk.
What is the procedure if a Do Not Disturb sign is displayed?
300
Asking if there is anything else you can help them with, thanking the guest, and saying goodnight.
What are the proper steps after setting a wake up call.
300
Greet the Guest Use the guest's name Establish the guest's needs Satisfy the guest's request Thank each guest
What is the G.U.E.S.T. model?
300
I find ways to personalize the experience and delight our Guests.
What is service essential # 10?
400
Prepping food
What should you be doing every shift for the following shift to ensure guest have low wait times?
400
Place guests shoes or other items neatly beside one another, provide fresh ice in a bucket if you see water or something in the ice bucket, turn down the side of the bed you noticed the guest has slept on and put a mint there along with your card, and straigthen items on counter top neatly.
What are things a housekeeper can do to provide extra touches in a stayover's room?
400
Meet Courtyard
What is the first of the guest journey moments?
400
High Severity and Low Responsiblity
What is HERO from the Service Recovery Model
400
Working together to create a positve work environment,clearly communicating needs to other departments and proactively offering to help others without being asked
What is service essential #3 I help my team?
500
Reading back the order
What is it important to do during the ordering process to ensure you have the guest order correct?
500
-Tag the item with correct room number,date and housekeepers name -Place item in clear plastic bag -Bring item to Housekeeping manager/supervisor to be documented
What is the proper procedure for lost and found items?
500
-prepared key packets-drink coupons-room upgrades-preferred rooms-thanking them-always using their name
What are three ways to show our elite members appreciation?
500
The Optimistic Achiever
What is the Courtyard guest or our customer?
500
-I contribute to the overall success of our hotel -I act,dress and communicate proffesionally -I am an expert -I know our guest -I act immediately to resolve guest problems
What are five of the fifteen service essentials?
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