Blake
Where do the Pet agreements go after they are signed? How do you name the File?
They need to be scanned and uploaded onto TEAMS file and then put in Audit Pack.
What should be your first thing to check when troubleshooting a TV not turning on?
What is make sure the remote has batteries and that the T.V is plugged in.
How do you make a reservation for Alaska Airline Training?
What is going into blocks and looking up Alaska airline training. Copy reservation, but make sure the payments are not copied. Make sure the rate is correct and add the cc provided for them. Then make the reservation. AB This is correct for SW Alaska there is no cc and is routed to the PM account. NRM
How do you chip and pin with a guest that is already checked in?
What is in their reservation just change the FOP to chip and pin and have them use their card. AB
Can we put a multiple-night guest in an airline-approved room?
No. We want to avoid this on full nights it is hard. If other rooms are available use them first. Be careful when using OV rooms. NRM
If an airline crew/pilot forgot to write their room number down how would you find out what room they are in?
What is looking at what keys you have left and cross-reference with the names in the book/Opera.NRM
Why should we be getting accompanying guest names at the time of check-in?
What is so we can put them as a guest profile incase they need keys for the room and so we know they are staying with them.
What rate code includes breakfast?
What is BNB. AB
What is a SOP?
What is Standard Operating Procedures (SOP). AB
How do you troubleshoot a fridge not cooling?
Ask guest if fridge is plugged in and set on coolest option. If all else fails, have a houseman check it out.
How do you reinstate a reservation?
Thins can only be done through billing>I want to> reinstate reservation. NRM
What is the difference between Alert and Note in Opera?
What is an alert will pop up and a note will not.
If a guest said they made a reservation on a 3rd party site but it is not in Opera, How would you handle the situation?
What is asking for their full name and what days they made the reservation to look up in manage reservations. Also logging into whatever 3rd party site the booked it on to see if they have a reservation made. AB
If a guest chooses to stay over again the following night, do they have to pay the 100$ INCH again?
What is yes, majority of reservations need a $100 incidental. Sometimes it can be changed to $50 depending on haw many times they decide to stay overnight. AB
How to make a JetBlue reservation?
Go to Jet Blue portal and make sure Jet Blue rate code is used.
Why do we need to chip and pin all guest CC?
What is cuts out opportunities for fraud and disputes NRM
How do you tell if a guest cannot post charges to the room?
What is if there is a checkmark under no post.
How do you troubleshoot PTAC issues?
What is asking additional questions. Such as if it is noisy, is it not working, or if the switches have been turned off. AB
How to trouble shoot no hot water?
What is if there is no hot water in the sink and in the shower, put a ticket into ALICE. AB
What are the steps when a guest requests a late checkout?
Write it on departures sheet, put in FD passdown, and then also in ALICE.
How do you troubleshoot when a guest says the smoke detector has gone off in their room?
What is place in Alice to have the house person take a battery-operated smoke alarm. Once in the room take the beeping fire alarm off and let the guest know what is happening. Place beeping alarm on top of wardrobe. NRM
What do we do if we notice a guest doesn't have a FOP and has charges on their room?
What is call the guest and have them come down to the front desk to get a cc.
How would you charge a market item that you are giving to a guest for Guest Recovery?
What is charging it to the house account. AB
What is the policy for reservations where the CC Declines at check-in?
What is we can't check them in then, unless they have another CC they can use under their name. AB