Reservations
If a guest calls and would like to be transferred to a room, what do you do?
Ask the caller to verify the guest's name, place the caller on hold, and call guest room to ask permission to transfer the caller.
What third parties are tax exempt?
Expedia and Priceline
What is the latest late checkout we can give?
12:30pm
We have that room available for the dates they were wanting to extend for and to make sure that it doesn't cause us to oversell
What should never be said outloud?
The guest's room number
What must always be on file for a reservation?
Credit Card
Are we allowed to extend third party reservations?
No!
If a guest checkout at 7pm after housekeeping left, what are you supposed to do?
Write it down in the Front Desk log, communicate with the next shift to let housekeeping know.
How many Hilton Honor points does it cost to get a free room night at the Hampton?
20,000-30,000
What do we do if a guest has a service animal or if the guest will be need help during an emergency?
Write it down in the ADA log
What is the proper telephone greeting?
Thank you for calling the Hampton Inn and Suites of Indianapolis Brownsburg. This is___, how may I help you?
What do you do if a third party's credit card declined?
For Expedia and Priceline- Make sure that the room was set up to tax exempt if it was, then call the third party and ask for a new credit card.
A guest wants their room serviced at 4pm and housekeeping is gone, what can you do?
Apologize to guest and let them know housekeeping is gone for the day but is available in the morning, offer guest clean towels and toiletries and to take their trash out. Let housekeeping know in the morning.
If a guest is upset about their stay, what can you offer them?
Hilton Honor points, if they're Hilton Honor members, with approval of a manager, a discount or 100% Hampton Guarantee
What are you supposed to do at the end of your shift?
Communicate with the next shift, count the cash drawer, bucket check, take trash out, and make sure the front desk and lobby are cleaned.
What is the last thing you do on a reservation before hanging up the phone with the guest?
Verify the guests, room type, and dates of reservation and ask if there is anything else we can help with.
For third party reservations, are we allowed to switch room types or give discounts?
No
Write it down in the Front Desk Log, communicate it to your next shift so housekeeping will know.
If we are oversold on a room type, what are we supposed to do?
Call the guest with the oversold room type and ask if they would like to switch for Hilton Honor points or a discount (with approval of a manager).
What should you do if a guest lost their key card?
Ask for name and proof of ID
When going to a reservation, what are we supposed to look at first?
The notes on the reservation.
If a third party is supposed to pay for incidentals, how do we set it up in the system?
Click the icons for receipt A and move the incidental charges to receipt B.
When giving late checkouts, what are you supposed to do?
Verify with housekeeping if the late check out is okay. If housekeeping is not here, tell the guest to call down in the morning to see if late checkout is available.
What room are connecting rooms?
103 and 105 (King Rooms) and 314 and 316 (Queen Rooms)
How many days are you supposed to make the room keys valid for?
However long the guest's reservation is