Shaping Service
What does L.E.A.R.N stand for?
Listen, Empathize, Apologize, Resolve, Notify
What are five hotel amenities and features for the Fairfield brand?
How many rooms do we have?
232 Rooms
What are the five different Elite tiers?
Silver Elite, Gold Elite, Platinum Elite, Platinum Premier Elite w/ Ambassador
What is Fosse?
Fosse is the name of our Property Management System (PMS)
Describe the steps of the G.U.E.S.T model.
Greet the guest.
Use the guest name.
Establish the guest's needs.
Show interest.
Thank the guest.
Who is the brand's target guest? Explain.
Momentum Seekers: value staying balanced, both mentally and physically. They desire simple, uncomplicated hotel experiences, with a particular focus on staying productive and sleeping well. They’re committed to maintaining their routines while traveling for work or pleasure. They tend to trust reliable, well-known brands.
What are the seven room pools?
How many points are required for a free stay at our property?
1500 points
What is our property's MARSHA code?
YOWFA
What does the Fairfield 100% Guarantee state?
The Fairfield 100% Guarantee is our satisfaction commitment to our guests: “We promise you’ll be satisfied, or we’ll make it right. That is our commitment to you.”
What are the brand values?
It's right, it's easy and it works
How many AOD rooms do we have?
20 Rooms
What is the 48-Hour Guarantee and what tier(s) does this apply to?
48-Hour Guarantee: Guaranteed room availability for reservations booked 48 hours prior to arrival
Applies to Platinum Premier Elite and Platinum Premier Elite w/ ambassador.
What is REVPAR and how is it calculated?
Revenue Per Available Room
REVPAR= Average Daily Rate X Occupancy
When is a smile maker required? Explain the Zone and provide three examples of a smile maker.
Smile makers are required for a Zone 4 guests. A Zone 4 guest is very upset and the hotel is at fault. Smile maker examples: a note, a market item, a gift certificate, etc.
What are the four Fairfield hotel promises?
1. Make guests feel welcome
2. Provide guests a hotel that is clean fresh, and reflects the highest quality standards.
3. Respond promptly to any needs guests might have.
4.Give guests the service that makes them want to return.
What is the hotel phone number?
613-691-2161
What Elite members are honoured the 4PM Late Checkout?
Platinum Elite, Platinum Premier Elite, Platinum Premier Elite w/ ambassador
Guest's First Stay
What are the four steps to giving a tour of the hotel?
1. Did I make a great first impression?
2. Did I ask the right questions to determine needs?
3. Did I describe the hotel based on what's important to the customer?
4.Did I ask to book the reservation?
Who are the brand's four major competitors?
1. Hampton Inn
2. Holiday Inn Express
3. Comfort Inn/Suites
4. La Quinta Inn
What is the hotel address including the postal code?
135 Thad Johnson Private, Ottawa ON, K1V-1A2
How many points does the Fairfield offer as a Gold Elite Welcome Gift? (Be specific)
250 points per stay NOT day
What does the AdRes option allow you to do, where it is displayed and how is it accessed. (Be Specific)
The Additional Reservation Option is a copy function.Allows you to take the current reservation information to create another reservation for the same guest. It can be used for same day reservations and future reservations.
AdRes is displayed at the bottom of the screen once a reservation has been completed.
Type highlighted letter (R) to access this screen.