TMI does not stand for "too much information"
If money doesn't grow on trees, how can we get more?
How should I handle that? Problem Resolution
Do you know Your Carlson?
A hotel with a Heart
100
Jim Petrone and Steve Martodam
What is the name of your Area Director and Regional Vice President for TMI?
100
This is a document formulated by TMI to help assist and train front desk associates to increase phone sales.
What is RPM
100
What does the below letters stand for when referring to problem resolution/ guest recovery? L E A R N
Listen Empathize Apologize React Notify
100
The loyalty program for Carlson hotels. -15,000 points for our hotel -20 points per dollar (before taxes) -Enrollment Best Practices. You must ASK!!! -How can I earn points? (Update profiles/ Whiz Quiz)
What is Club Carlson
100
-Fresh baked cookies from Otis Spunkmeyer. (New display case or bags coming soon!) -Indoor Pool/ Whirlpool -Be Our Guest Breakfast (new menu items!) -Fitness Center on and off site (Red Fitness) -Warm Hospitality. We are all Impression Makers! -Close proximity to many great restaurants (many with discounts by showing room key!)
What are hotel amenities and selling points for the Country Inn & Suites Maumee!
200
This is the website that I can go to at any time to view and print my paystubs, see my vacation hours, change my address, and even view my W2's.
What is Ultipro For detailed instructions, refer to the bulletin board posted in the back laundry area by the schedules.
200
I should always check the hotel's ________ and ________ because it will help me to be prepared to optimize revenue that night. Hint: other hotels call you for it!
What is rate and occupancy Am I accepting travel coupons tonight? Should I limit CLC? Once I start seeing a big shift in rooms left to sell, should I raise rates? How would I do that in Opera?
200
This is the most important step to problem resolution
What is follow up !!!!! -use the log -be proactive -be genuine
200
Name the platform website that is used to access Carlson information and programs like Club Carlson for employees, CSA, and Learning Link.
What is Connect Carlsonhotelsconnect.com
200
$10 per night 17% 21
What is the cost of a rollaway per night, the percentage of taxes, and the minimum age allowed to rent a room with us.
300
The Fairfield Inn & Suites and the Homewood Inn & Suites
What is our sister hotels? These two hotels are also owned by TMI Hospitality, and when possible, always refer guests to them when we cannot meet guest requirements.
300
I need to ask every guest what brings them to town. Once I get this information, where should I put it in Opera?
What is the Company field -Remember to use the lead sheet for Sheila. Please put it in my box and I will email to her.
300
These are best practices for handling guest concerns.
-take responsibility and try to help. If a guest demands to speak to a manager, try and resolve it for them first. Use your parameters. If not, proceed to me. The guest will be impressed if you say something like, "I would be happy to assist you. I do have the authority needed to assist you." -Be sincere -Be proactive -Follow up -Communicate -Act quickly and do not second guess yourself
300
The application on Carlson Connect enables you to take courses on all kinds of different Carlson topics. Although you have many courses when you first begin your employment, the learning should continue! Visit this site weekly at a minimum to maintain your password and stay informed. All learning should be completed.
What is Learning Link.
300
This document is completed each and every shift and contains crucial shift responsibility reminders like the counting of the cash drawer and BUCKET CHECKS.
What is the shift checklist -I cannot emphasize this enough. Checklists are in place to keep you organized and to minimize errors. We are creating our own chaos by not completing this simple process to double check our work. All tasks should be completed accurately, and bucket checks are not option, but a requirement. Let's discuss this process now! -Check rate discrepancies -Check rate codes -CLC -Routing -Company name, reason for visit
400
This term is the abbreviation of TMI's Employee Stock Ownership Program. *Vested after 5 years *At no cost to the employees! *Unique to TMI
What is ESOP?
400
This is where to find emergency phone numbers, country callback logs, call around list, etc.
What is the Front Desk Guest Impressions Binder -country callbacks!
400
Country Inn & Suites Park Inn Radisson Radisson Blu Park Plaza
What are hotel chains that are part of the Carlson family.
400
This number represents our Medallia score goal for all categories.
What is 9 or higher -Lets take a look at live Medallia!
500
I am an Impression Maker. I am here to make a difference- by impressing our guests. I am here to help. Every day it will do my best for our guests and team members. I do my best to make the job easier for those I work with and I understand that my job is part of a greater team's effort to be the best it can be. I pay attention to detail and know that even the little things can make a difference. I am willing to learn and accept change for my personal growth and the growth of my team members. I am impressive. I am part of a great team. We are TMI Hospitality.
What is the Impression Maker statement
500
What are some ideas of how employees can bring more money to the hotel's bottom line?
What are... -Deliver 5 star customer service to every guest, every time -Personalized guest interactions -Be proactive and try to solve a guest concern quickly and efficiently -Make real time rate adjustments (only higher rates!) -Don't give meaningless discounts to "help" a guest out -Sell the benefits of our hotel and use phone etiquette -Be professional , wear uniform, SMILE (smile on phone!)
500
If a guest needs to cancel or modify a reservation, you must refer them back to the third party site. We cannot cancel their reservation. The rate is confidential, so you should never share what rate is being displayed in our system. At check-in, please authorize their credit card with $25.00 using multipay. When it's time for them to depart, they do not get an express checkout. They pre-paid for their reservation, so their receipt will come from the third party site, not our hotel.
When you see a reservation that is booked by a third party site like Expedia, Priceline, Booking.com, etc what should you do? (Example: Should you change their payment? What if they extend their stay? Who should you contact if there's a problem? Can I cancel or modify their reservation?)
500
Name the Be Our Guest pin colors and amount of positive recognitions needed to obtain each color level.
What is ... Green- all employees Red-10 Black-20 Blue-50 Silver-100 Gold-250
500
This consists of 10 or more rooms and is set up by GM or Valerie when she returns.
What is a group. Let's discuss! Any questions about groups? Look at my notes section for more info!
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