Property Essentials
Where do you find meeting locations for experiences?
What is the Calendar
What is the Front Desk’s role with guest experiences?
What is guiding and directing?
What should you give when introducing the calendar?
What is a brief overview on timing, locations, and paid vs unpaid?
How long are Skill Stations or Explorer Sessions
What is 30 mins?
A guest says, “No one told me that.” What is the likely issue?
Missed communication
What is the main theme of experiences at the lodge?
What is Nature, culture, food, and wellbeing?
What tool should you use for accurate experience info regarding who is signed up for what?
Way
What are 2 complementary experiences we offer on the calendar?
ANSWER
Where can I find the time for an EXP?
A guest asks a question and you’re unsure. What’s your first move?
What time will Basecamp open?
What is 6:30 AM - 5:00 PM?
When should you escalate a guest request?
What is a complex booking / private booking / or missing information?
What are 2 paid experiences we offer on the calendar?
It's not busy at 8pm and just checked in said: I love Kakawa Chocolate, I visited the last time I was here in SF. I also love yoga and I am hoping I can do that when I am here. As a Lodge Host or a Lodge Guide, what can you do?
LH: Inform the guest about our private Chocolate Immersion class as well as connecting with the Concierge during opening hours. Check Way to see if we have space in Yoga and schedule them on the spot if possible.
LG: Inform the guest about our private Chocolate Immersion class as well as connecting with the Concierge during opening hours. Refer them to FO inquire about Yoga Class.
A guest asks you a question and you don’t immediately know the answer. What is the WORST response?
What time is the pool, Basecamp, and FO Concierge open?
8-8, 6:30-5, and 8-5
A guest asks what time a calendar experience takes place. What should the Lodge Host do?
What is referring to the exp calendar located at the front desk?
What are 3 private experiences we offer at BL?
ANSWERRRRRRRRRRRRRRRRRRRRRRRRRRRR
A family with children is looking for something fill the time. What can you recommend?
What are Explorer Sessions? What is referring them to basecamp?
A guest is in a hurry during check-in. What is the ONE thing you should still communicate about experiences?
What is something about BASECAMP?
Name four experiences that requires a shuttle.
What are Canyon Road Art Tour / Downtown Walking History Tour / Western Leather Tooling / Santa Fe Spirits?
It is 7:15 pm and a guest expressed that they had a horrible time on their Mountain Biking experience. What should you do?
What is refer the guest to Basecamp or Concierge during business hours? For an extra 100pts, what are the hours of Basecamp and FO Concierge?
What are 5 complementary experiences we offer on the calendar?
ANSWER
I want to two of my family members to participate in something adventurous but I want to do something more calm. What do you reccomend?
*** something something adventurous + something calming*** WALK or REFER to basecamp.
A guest leaves the Front Desk more confused than when they arrived. What went wrong?
What is overwhelming the guest? What is information overload?