FOSSE
Procedures
FOSSE II
Procedures II
Random
100
Guest rooms departing after 12:00pm are to be entered in housekeeping comments in FOSSE and that day's pass-on log for the AM shift.
What is the correct way to communicate late check-outs to housekeeping and front desk?
100
Check guest in with cash as form of payment. Post card immediately to folio for the entire charge amount. Swipe card on incidental folio. Inform guest we will be posting payment immediately.
What is the correct way to accept a debit card as payment?
100
Delete all information from reservation. Type in new number and hit return 6-8 times for fields to populate.
What is changing Marriott Rewards number on a reservation?
100
Delivered 4 extra towels to guest.
What is closing a service recovery issue?
100
Handles Wedding blocks?
Who is NO ONE!!!!! We do not do wedding blocks!
200
Communicating CC Auths, authorized guests, rate terms and housekeeping limitations, DVD players, speaker phone and any additional items loaned out. This is includes any cookie sheets or pans from our kitchen given to guests to borrow.
What is the VIP notes used for?
200
Guest must present form entirely completed or may fill out form from front desk. No credit cards must ever be copied.
What is a valid tax exempt guest?
200
Do not print arrival list any longer. Read through arrivals and comments and make manual list. Use best judgement.
What is correct procedures for communicating special requests to housekeeping?
200
Guest requested 4 extra towels.
What is opening a service recovery issue?
200
***DAILY DOUBLE*** 1) Handles all group inquiries and bookings. 2) Handles meeting room inquiries and bookings. 3) Handles extended stay sales.
1) Who is Michelle? 2) Who is Michelle and Rowan? 3) Who is Marcy?
300
The correct way to close out folios when a guest requests for their bill to be closed out or when a bill has a high balance exceeding $1000. By closing out this way, guests will be credited their Marriott Rewards points within 3-5 business days if not sooner.
What is Pre-settling?
300
All folios must be closed out at $1000. No exceptions!
What is high balance company policy?
300
Change to *, then F on service calendar.
What is the correct housekeeping service code?
300
Made of metal. 2 on property in case requested by guest. Kept in sport court closet.
What is luggage racks?
300
Print an "In-House" Guest Ledger by name and room number. Notify guests of pending weather conditions. Inform guests to bring an item to cover with. Have all guests gather on first floor away from windows and doors.
What is emergency procedure for tornados?
400
Walk-in house account, change form of payment and post $100 charge. Do not post on incidental folio.
What is correct procedure for posting a pet fee when a guest requests a separate receipt from their room charges?
400
Have guest sign off on policy, give magnet, change status to "Y" in housekeeping section of reservation.
What is correct procedures for communicating a guest has a pet?
400
$20 per number of nights
What is the authorization done on the incidental folio form of payment?
400
Not break room chairs. Not patio chairs. Not pool chairs. We do not have any on property and never should substitute for. Huge liability by allowing guests to use the above chairs in place of their request.
What is shower chairs?
400
Marriott Rewards candies Copies Folding of key packets Cleaning of entire front desk Cleaning of office door to back office Keeping back office organized
What is EVERYONE'S RESPONSIBILITY? Homework, standing around, reading a book, etc comes 2nd once your responsibilities are completed.
500
Review folio to ensure 1 rate during entire stay. If rate is the same for the entire 31 nights, then: Calculate RT rebate needed= 31Nights*daily tax amount Post RT for -rebate needed. Calculate CT rebate needed= 31Nights*daily tax amount Post CT for -rebate needed.
What is the correct way to rebate taxes?
500
No reservation can be altered in any way. This includes cancelling, changing length of stay, name, or room type. Must get CC for incidentals upon check-in. No exceptions!
What is third party reservations?
500
9
What is the correct tax exempt code?
500
Guest must call or previously has called authorizing individual to check-in. Authorized guests must be indicated in VIP notes.
What is the correct procedures for allowing a guest to check-in under a different guest's reservation?
500
***Double Jeopardy*** Christopher
What is Brandon's middle name?
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