Connect
What must we first do to connect with a guest?
Be welcoming
In order to customize the experience for the guest, what do we need to do first?
Connect with the guest.
We ask what to better get to know our guests?
Probing questions
Empowered
You are trusted to make the right decision at the right time.
Why is it important to be knowledgeable about your resources at your resort?
Correct information, help from other departments if needed (other answers accepted)
What is the "warm greeting formula"?
Good ____ + name + question/statement.
Mr. and Mrs. smith and visiting your resort this week and are celebrating their 50th wedding anniversary. What are two different ideas you and your team could do to surprise and delight them during their stay with you?
(two unique ideas) - Decorate rooms/ vouchers to dinner/show, gift basket, dinner on the beach... etc.
True of false. Knowing your resources can help customize our guests' experience.
True
What does LBOE stand for?
Litte Book Of Everything
True or false. Knowing the answer means being the resort know it all at all times.
False. - It means knowing where to find the answer and use your resources.
List 3 ways to make a 1st great impression.
Body language, smile, appearance, etc. (will accept others)
A guest checked in and the room was not cleaned properly. How could you and your team turn this into a memorable positive experience?
Room upgrade, gift baskets, vouchers, VIP cleaning while they go out for dinner (accept different answers).
What is Wyndham's Mission statement?
We put the World on vacation.
Collaborative
Working together, partnering
What does LBOE stand for?
Little Book Of Everything
What does it mean to anticipate a guests' needs? Give an example.
To use information learned by listening and asking questions. (example)
A guest checks in with 2 young children. Name some local activities you could recommend to customize their experiance while staying with us.
(accept multiple answers)
True of false. You team should aim to spend at least $10 per surprise and delight...
False. It is never about the cost but the moment that it created.
Commitment
Binding oneself to a course of action.
True of false. You should never learn from your peers to understand your resources.
False
How can we be attentive?
Listen, observe, and ask the right questions.
While customizing a guest experience empowerment allows us to be ____ and be _____.
Creative and decisive
We are memorable by recognizing the ______ ____ ________ and ________ ______ in those moments.
moments that matter and exceeding expectations in those moments.
What do the 3 C's stand for?
Create, Customize, Connect.
A guest has a serve allergy and you are not sure if the item they plan to order contains that allergen or not. What should you do?
Always ask your peers, supervisor, manager. Guest safety is very important!