Arrival Services
Staff does not decline any request without offering...
Alternatives
In how many minutes should a bellman arrive to the room if a guest is requesting departure assistance?
8 minutes
If a guest has a dining reservation or spa appointment, what should we hand out at check-in?
An itinerary
Who brings ice to the room?
Bellman
Guests are greeted curbside within...
30 seconds of arriving
What are (2) ways guests can receive their folio?
Emailed or printed
A guest is asking for a local place to get dessert, where do you point them to?
Example of "Staff exhibits local expertise by providing thorough detail and first-hand knowledge."
Offer 3 Options: La Crema, Sugar Shack, Kilwins
What crackers come with our pimento cheese?
Everything crackers
Check-in should not exceed...
5 minutes
If a printed folio is provided, what should we offer next?
What is the 10/5 Rule?
10 ft: Acknowledge guest(s) with a smile.
5 ft: Verbally greet the guest(s)
Example of "Staff readily smiles and maintains an engaging expression" and "Staff makes eye contact and keeps focus on the guest."
What wine do we deliver with our amenities?
Marques Cava, Gabbiano Prosecco
When check-in is completed, we should offer the guest...
An escort to their room
If an emailed folio is requested, what is the maximum amount of time to be delivered?
1 hour
How should we deliver a dental kit to a guest's room?
Example of "Requested items delivered to the room are elegantly presented."
On a silver platter
What time does our pool/hot tub close?
10pm
Luggage arrives with how many minutes after check-in is completed?
10 minutes
What is an appropriate remark when closing an interaction with a departing guest?
"Good morning", thanking the guest, and inviting them to return back.
What do we address the guest with when greeting them?
Name
What are (3) amenities included in our resort fee?
Rosemary Beach access, bicycles, (4) community pools, valet...