Rooms
How many rooms does our property have in total?
198 rooms
What is one way to recognize an Honors member at check-in?
Thank them by name for their loyalty and mention their status.
What should you do first when checking in a guest?
Greet them warmly and ask for ID and form of payment.
What does OTA stand for?
Online travel agencies
What does the “Make It Right” guarantee mean?
Fix any issue to ensure guest satisfaction
Name 2 rooms that are even and face the ocean but do not have full balconies.
232,234,236,238,254,280,354,380, 432,450
How many points does a blue member typically earn per dollar spent at Hilton Garden Inn?
10 points per dollar.
What is the first step in handling a guest complaint?
Listen actively and show empathy.
If a guest booked through an OTA wants to change their reservation, what should you do?
Advise them to contact the OTA directly.
What does the acronym H.E.A.R.T stand for?
Hear the guest out
Empathize with the guest
Apologize
Resolve with a wow
Thank them
What 2 rooms have ADA roll in showers?
402 & 464
What benefits do Go Hilton reservations not receive that regular Hilton Honors members get?
None. Go Hilton reservations are to be treated the same as regular HH guests.
What is the first step when answering a guest call?
Greet the guest then identify the hotel and yourself.
What is a disadvantage of OTA bookings compared to direct bookings?
Higher commission fees / less loyalty enrollment.
Why is a 96% sellout important to Hilton Hotels?
The hotel receives 85% of the ADR for all reward stays that night.
Can you name all 6 meeting rooms?
Executive boardroom, Trestles, Dana Cove, Headlands, Tempo & Bayview
Which 3rd party OTA reservations are eligible for Hilton Honor benefits?
None
What should you do if a credit card is declining during the high balance report task?
Which OTA reservations do we have to manually create that comes with complimentary breakfast for 2?
Web2beds
What does SRP and LNR stand for?
Standard rate plan
Local negotiated rate
What two rooms on the second floor share a patio with only each other?
287 & 289
How many points would a Gold member get for spending $100?
Gold members receive 18 points per dollar spent.
100x18=1,800 Points
If a guest calls to locate a lost item left in room 412 about two weeks ago, what should be your first step is assisting the guest?
Log into Ileftmystuff.com and see if that item was logged in.
What does VCC stand for?
Virtual credit card
What is the HGI Promise?
Our goal is to make your stay better and brighter. If something isn't just the way you like it, simply let any hotel team member know, and we'll make it right. Guaranteed.