Activities
What are the three ski resorts which fall under ski big 3?
Mt. Norquay, Sunshine Village and Lake Louise Ski Resort
Where do you meet for the Daily Wilderness Walk & what time?
Willow Stream Spa from 1:00pm-2:00pm
What is the dress code for the NYE Gala
Creative black tie
What is the cancellation policy for rooms booked over the Christmas Period?
Full deposit taken 60 days prior, non refundable
ISS: Guest is extremely disappointed with the size of his room. He is paying alot of money to stay here and considering the room that he has received. He doesn't feel there is much value for money. TEMP: Extremely disappointed
*He is in the room category that he booked*
What did we do?
1. Apologize
2. Explained that the room category that he booked is approximately 150 square feet, if he is interested in moving rooms there would be a cost associated with it.
3. Explained to him ALL the free things that we have going on in the hotel during the time that he is here. Asked him what he had planned and suggested activities.
It is a blizzard outside and I just want to lounge around somewhere warm and relax. Where could I go?
The Aquatic Center or Willow Stream Spa. Riverview Lounge. Rundle Lounge. Gatehouse.
Where can I pick up my Snowflake Scavenger Hunt card?
Concierge
How much is Christmas Festive Tea? (Adults/Children)
Adults- $65, Children- $35
What is the Resort Activities (paid) program cancellation policy?
Cancellation by 5:00pm the day before the scheduled program. If cancel after, guest will be charged full price.
ISS: I just found out that there was a managers reception today but NO ONE told me so I didnt get to go!
1. Apologized
2. Offered to send him a copy of the resort activity guide.
3. Verbally discussed with him all the different activities that we had going on.
Where is a good local hike where guests can see frozen waterfalls?
Johnston Canyon
What time of day does Canadian Sports & Activities run?
1:30pm- 4:00pm
Where is the _____ Boxing Day Brunch:
Buffet
A la carte
Buffet= Vermillion Room
A la carte= Waldhaus
What is the last day to cancel and get a refund on the NYE Gala?
December 26th. No refunds will be processed after this date.
ISS: Guest called and are absolutely freezing in room. Maintenance has been to the room and there is nothing that they can do at this time as the pipes are just extremely cold. We sent heaters to the room. UPDATE: guest called advising that they just lost power to half the room and the heating is off. Guest is red hot and says this vacation has been a disaster UPDATE: guest came to see me at the desk. They are very lovely, just understandably disappointed in the whole experience. Mentioned it is their daughters first time seeing snow and wanted it to be magical
Courtesy: Apology - offered myself as personal contact and asked what we can do to turn this stay around Other - Surprise & Delight put together for them with a snowglobe, snowman building kit, hot choc & smore amenity
set up room change to 338 DK1N. Will follow up with guest once in new room guest is going to discuss with her husband and call back. Personally escorted guests to breakfast. Have sent above Surprise & Delight. Will touch base this afternoon to ensure they are comfortable in new room. Guest is moving on to CLL so will reach out to their team as well. Have called guest in room with no response. will place another comfort call later this evening Called guest twice in room and got no response. Have sent a personalized comfort card to the room asking to reach out if they have any issues or we can help with anything Guest is really happy in the new room and loved all the treats!
Name 2 winter activities that involve animals
Dog sledding and Sleigh rides
Name 3 activities that can be done on Christmas DAY.
Gingerbread House Making, Learning to make towel art, Santa Suite Tour, Wilderness Walk, Holiday Crafts, Campfire & Marshmallows, Creativity Night, watch A Christmas Carol.
How much is it to dine in Santa’s Suite & what dates can you book it?
$2,600 (5 courses up to 8pax), December 18th-24th.
What is the refund policy associated with the plays the Christmas Carol and Canada the Musical
Refunds will not be processed within 72 hours of event
ISS: Guest made reservations 4 months ago for the the Christmas Buffet at the Riverview Lounge. He called Royal Service to ask the location of the Lounge, but no reservation could be found for them in OpenTable.
Reached out to F&B and they were able to squeeze them in but not for the time they had originally booked.
Update * they received a call saying that they were late for the booking. It appears their name was spelt wrong and they did have a reservation. *
1. Apology.
2. Gave them their meal comp as they had to adjust their plans and were extremely frustrated that they did indeed have a reservation.
3. Offered to look into all of their dining reservations to ensure they were confirmed. (they were all spelt wrong)
4. At their next booking we sent a personalized card wishing them an enjoyable meal and informed them that we would be taking care of their desserts!
5. Touched base after that meal and they were happy.
Name a snowmobiling company and a dog sledding company
Snowmobiling= Toby Creek Adventures & White n Wild
Dog Sledding= Snowy Owl, Powder Hound, Sunfeather, Spirit of Dog Society, Howling Dogs, Kingmik, Great Divide, etc
How much is A Christmas Carol for hotel guests? & what day is the last showing?
**MUST GET BOTH CORRECT TO WIN**
Adults- $16, Children- $10
*Guests receive 50% off ticket admissions
December 25th is the last show
How many course is the 1888 NYE:
5:00pm seating?
8:00pm seating?
5:00pm- 4 Courses
8:00pm- 7 Courses
The Cascade Ballroom Christmas Eve Buffet, Christmas Day Brunch & Riverview Family Christmas Buffet have strict cancellation/refund dates. Advise the dates of full refund, 50% and no refund.
100%- Before Nov 25th
50%- Between Nov 26th- Dec 11th.
None- After Dec 12th
ISS: Guest booked 3 rooms for her family, one for her and her husband, the other for her parents, and the other for her teenage children. She arranged for all of them to have Christmas trees in the room and upon arrival when they booked it in May, and NONE of them have Christmas Trees. We comp upgraded one of the rooms for flow through and it is the room the children are in so they are very frustrated that even though they are the ones paying, they have the tiniest of all the rooms! They have been planning this trip since last Christmas, this is everyones first time having a white christmas and now we have ruined it!!! They want to just go home. TEMP: Red hot
*There is nothing on the reservations about christmas trees and we are out.*
1. Apology.
2. We reached out to grounds to see if there is anyway we can get a tree, they found one tree that wasnt decorated. So we took it and did our best to decorate it. Added them to the waitlist for 2 others but they would most likely not get them before Christmas. Gave them the tree complimentary. Assured her she would be the first to get 2 Christmas Trees and offered myself as the personal contact.
4. Discussed what other plans they had throughout their stay and determined that they were planning to go to the Christmas Play. I arranged for them to go complimentary and sent up a hot chocolate and smores amenity to the room with a personalized card to get them into the christmas spirit before the play.
5. Explained the comp upgrade and asked if they wanted us to flip their room, with the Childrens room which they declined.
6. Placed a follow up call after the play and they were in good spirits.