Routing
Name the Expedia codes that are always routed
EXMER & EXPAC
What happens to unused AMEX credit at the end of a guest's stay?
It is adjusted off!
What items on the checklist must be completed every shift?
Trick question - All!
What year did the Crawford open?
2014
What do you recieve if you someone names you on a review?
$10!
What are the rules for payment instructions for third party reservations?
Window 1: 5 and 50
Window 2: 2 and 0
Where can the credit be used other than dining?
Valet and the Oxford Spa
What must you do when you print out your "Negative postings" report?
Write the reason why any negative postings where placed on a folio - was it a service recovery?
What year did DUS open?
1881
What award, commonly known for crowning restautants, did the Crawford receive this year?
A Michelin Key!
Name at least 3 routing codes that are NOT Expedia or AMEX
PLC, HOPPMER, HOPPGRPM, HTLTNT
Which restauants can be charged to the room using AMEX credit?
Terminal Bar, Cooper Lounge, Milkbox, Pigtrain
How do you check for any cancellations within our policy window?
Opera -> Reports -> Manage Reports -> under report name “cancel”
Name all DUS restaurants and shops
Ultreia, Mercantile, Snooze, Press, Milk Box, Pig Train, Terminal Bar, Five Green Boxes, Tattered Cover, the Cooper Lounge
Between what hours are Sertifis NOT offered or accepted?
10pm - 7am
Which Expedia code is routed some times, but not all the time, and how to we confirm if it is routed?
EXCOR - check the Expedia portal!
Name all AMEX Hotel Collection benefits
Early check-in on availability
Room upgrade (even if not available)
$100 credit
Late check-out on availability
Name a few ways that you can do service recovery
Comp DAF, Comp meal, Fix broken item in room, leave a surpise and delight
What did the sign in front of DUS used to say? (Hint: you can see this on the south guest elevator decal)
Mizpah
How should you prepare for a back-to-back reservation?
Prepare alerts in reservations, make custom keys that last the entire length of the guests' stay, confirm ID and add card to both reservations, email housekeeping and add a note to your pass along, add an alert to check-out first reservation and check-in the second!
How are Capital One deposits taken?
Check the amount in the Capital One Hopper portal - take the deposit as you would for an ADV reservation and be sure the deposit is moved to window 2 before the guest checks out!
Name all AMEX codes (Hint: there are 6)
AXTHCM
AXTHCSOM
AXTHCA
AXTHSOA
AXTHCADVA
ACTHCADVM
What should we be notating for housekeeping standup at 10am?
Late departures, Amenity rooms needed, Any site tours, Any "Half-day" room use, Any service recoveries handled due to condition of room
What year did DUS burn down?
1894
What should you do if a third party reservation would like to extend their stay?
Confirm a rate with the guest, extend the reservation, adjust routing to reflect the new days going on the card presented at check-in