The Financials
This yellow sheet of paper must be completed when you have to give money back and out of the drawer. It must be signed by you and the guest
Examples include: Money back because the dryer ate their quarters and giving back a cash deposit
What is a paid out?
After every guest gets up from a Bistro table, you should ______________________.
Clean and Sanitize Table
At the beginning of each shift and every time it starts to rain, you must run this report.
The L in the L.E.A.R.N. Model stands for _____________________________.
False: They are tools, not toys.
When your drawer is less than $300 because of Petty Cash or Pay Out. Half goes with your drop and the other half goes in your drawer.
When do you use a Due Back?
When you are finished cooking a guest's meal in The Bistro, don't forget to ______________ the area.
1. Clean and Sanitize all Surfaces
2. Throw away the Trash
3. Restock coolers & supplies
A guest wants to check out a lawn game. What do you need from them?
Name, Room #. Also, let them know there will be a $100 fee accessed to their room if they do not bring back a lawn game and a $30 fee if they do not bring back a board or card game.
1. The department responsible
2. Your leaders
3. The Guest on what was done to fix the problem
True or False: If a guest does not have a form of payment, but gets paid tomorrow, it is okay to give them keys to a guest room.
False: Guests must always have a valid form of payment in order to get keys to a room.
True or False:
You do not need a Liquor License if you are serving a beer.
False: You need a Liquor License to serve any kind of alcohol.
You are driving a flight crew to the airport and you notice the van is starting to smell like humanity. What do you do?
In your downtime at the desk, clean the van. Vacuum carpet and upholstery and use wipes on hard surfaces.
In the L.E.A.R.N. Model, R stands for Rectify. We want to use natural solutions to problems instead of giving the house away for free. What would be a natural solution to a guest not having any shampoo in her room?
True or False: If you switch a shift with someone, all you have to do is write it on the schedule.
False: Your leaders need to know. Fill out the Shift Switch form and turn it into Heather's mailbox.
At the end of your shift, you count the drawer and find that you have $356 in the drawer. How much do you drop?
$56. You drop anything over $300.
We have a new menu with new names for our food until we get more direction from Marriott. What is the new name for the meal formerly known as the Healthy Start?
What is Jet Fuel?
Explain the 15/5 Rule
At 15 feet away, smile and nod at the guest. Make eye contact.
At 5 feet away, speak to and greet the guest.
You come across a problem you have no experience with. What resources do you have at your disposal to solve the problem?
1. Front Desk Help Book
2. Ask a co-worker who is working with you
3. Call another Marriott in the area
4. Come up with 3 solutions and pick the best one.
Call-Outs happen but repeated call-outs have effects that ripple through the whole hotel. Name 3 consequences of Call-Outs.
1. Someone else, who was supposed to be off, has to now work and may go into Overtime.
2. Team morale plummets
3. Excessive Call-Offs will result in Write-Up's and eventually Termination
A guest sends a new Credit Card Authorization Form and you get it off of the fax machine. What do you do next?
1. Add it the guest's folio (cc#)
2. Put a note in the folio (Room & Tax to CC on File or All Charges to cc on file. Initials)
3. Put CC Auth in Heather's Box
True or False:
All Front Desk Associates are responsible for restocking The Market.
True
A guest is at the Front Desk because someone has broken into his car. He is very upset. What do you do?
1. Fill out an Incident Report and let him know someone from Marriott Claims will contact him within 48 hours.
2. Ask to vacuum the glass out of his car.
3. Ask to patch the hole with plastic and tape until he can get it fixed.
The E in the Learn Model stands for Empathy. Give me an example on how you can show Empathy.
Putting yourself in their shoes by saying "If that happened to me, I would feel (confused, upset, sad, etc.)
Stand Up and Sing "I'm a Little Tea Pot". You will get an extra 100 points if you do all of the motions.
"I'm a Little Tea Pot, Short and Stout!
Here is my handle and here is my spout.
When I get all steamed up, Hear me shout!
Tip me over and pour me out!