Guest Service Excellence
Guests appreciate this simple gesture immediately after check-in to ensure satisfaction.
What is a courtesy follow-up call?
This document helps track arrivals, departures, and occupancy levels during peak season.
What is the occupancy report?
This status means the room is cleaned and ready for guest arrival.
What is Vacant Ready (VR)?
Employees should never announce this information out loud at the front desk.
What is a guest room number?
Peak season success depends heavily on this between departments.
What is communication?
During peak season, employees should maintain this even when the lobby is busy and stressful.
What is a positive attitude?
What is the 1st rule of guest engagement?
What is The 10-5 Rule? (Approach and Engagement)
Housekeeping should prioritize cleaning these rooms first during peak check-in times.
What are early arrivals/VIP rooms?
This emergency equipment should employees know the location of at all times?
What are fire extinguishers?
Employees may assist outside their normal duties during peak season; this is called being what?
What is flexible?
This department must communicate closely with F&B during peak season to coordinate banquets and group arrivals.
What is the Front Desk or Sales & Events department?
Front desk agents should always verify this before issuing a room key.
What is guest identification?
This housekeeping practice helps prevent guest complaints about cleanliness and condition.
What is thorough room inspection?
Suspicious activity should immediately be reported to this department.
What is security or management?
This daily meeting helps departments prepare for occupancy and VIP arrivals.
What is a stand-up meeting/pre-shift briefing?
This meal period is typically the busiest during hotel peak season weekends.
What is breakfast?
This hotel department must be updated immediately when a guest room issue is resolved.
What is the front desk?
This communication tool helps housekeeping and the front desk stay coordinated.
What is the radio/Guest Request log/Choice Advantage?
This safety practice helps avoid slips and falls in hotel public areas.
What is placing wet floor signs and keeping walkways clear?
Helping coworkers during busy periods improves this overall workplace quality.
What is teamwork or morale?
The best way to handle an upset guest complaint is to listen, apologize, and do this.
What is take action to resolve the issue?
During sold-out nights, this strategy helps maximize guest satisfaction and room readiness.
What is reading reservation notes and balancing room types?
During peak season, room attendants should report this immediately for guest and employee safety.
What is maintenance or safety hazards?
During emergencies, employees should remain calm and follow these established procedures.
What are emergency protocols?
The most successful hotels during peak season focus on delivering this consistently.
What is excellent guest service?