LQA-Mazing!
Hello Neighbor!
What Happens in the Back Office...
Work Hard, Play Hard
Odds and Ends
100
The check in process should last no longer than this for a resort property.
What is 10 minutes?
100
The dates Boulud Sud will be open to and from. And the type of cuisine that is served.
What is July 03-Sept 2. Mediterranian cuisine. Also, please note that the package name for Boloud Sud Dinner Package has changed to Cafe Boulud's Mediterranian Dinner Package.
100
The times that are approved for staff to order food from CB.
What is between 11am-12pm & 2:30pm-5pm. The order must be taken by the MOD and only ordered off of the All Hours Menu.
100
What is the proper procedure when a guest does not return his/her keys upon checkout?
What is alert the guest that there is a fee of $15, post the charge to the folio. If the keys are returned we will refund the charge. There has been an influx in the number of keys that are being made each day and we need to be more assertive with ensuring that the keys are returned.
100
When a guest calls to make changes to or cancel a third party reservation, what must be done?
What is we apologize to the guest and explain that all changes or cancellations must be done directly through the third party outlet they made the reservation through. We cannot make changes to the reservation directly.
200
The name of the survey that our Leader's Club members recieve immediately after they depart
What is Medallia? Our Leader’s Club members automatically receive a survey through Medallia when they depart. For no charge, Medallia offers the ability to send a survey to all our guests and to also capture guest reviews that are posted on our Facebook page, Trip Advisor, Twitter, Expedia, etc. In 2014, LHW will push the importance of survey scores and may reward properties who rank high in survey scores. In 2014, the Leader’s Club program may change the way the benefits are offered
200
The restaurant that is rumored to be where the Bloody Mary and coconut cream pie were invented
What is Taboo?
200
There is a new Front Office Morale Incentive....Chelsea, tell us what it is?!
It's the T.E.A.M. Award. Chelsea will go over the details
200
What important source of gaining information should be checked at least at the beginning of your shift and at the end of your shift
What is email? Please make sure that you are checking your emails and responding in a timely manner. There is a lot of information that comes through on a daily basis.
200
What is supposed to happen if you notice we are running low on supplies of any kind
What is alert the MOD? Please make sure that this is done before we are completely out so that we have time to order more of what ever it is if needed.
300
The new information about LQA that is important for you to know.
What is the change in the LQA standards for 2014? Leticia as well as the Sales Department have met with our new LHW Account Manager, Julia Bennett, for a property performance review and to learn of new opportunities being offered to member hotels. In 2014, changes will be made to the LQA Standards and some have been eliminated, changed or added. LHW may reward properties who rank high in LQA Scores. Leading is also producing new and updated training videos for 2014. More information to follow but GET EXCITED!!!
300
The Kennedy Family member that died here at The Brazilian Court
Who is David Kennedy?
300
3 things that each of us can do to keep our back office clean.
What is Lysol your work area when you're done for the day, remove any perishable food items and open drink containers each night, ensure the beach bags are restocked for the next day, any communial food is disposed of, all cups are thrown away etc.
300
An exciting event that all Front Office Team members are invited to on 08/15/13
What is the 3rd Annual BC Front Office Outing? Chelsea will give more details about this.
300
What are 2 social media sites that the Brazilian Court Hotel is currently involved in?
What are Facebook & Twitter? We are also currently looking into getting involved in Instagram & Pinterest
400
2 out 5 of the standards that were missed in the last LQA audit specific to the Front Desk
What are: Check In 1.Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk? 2. If a queue was present was guest offered assistance within one minute of joining it? Guest Services: 3. Did employee offer complete and thorough solutions to all requests put forward and offer their name for any further assistance required? 4. Were employees well groomed and immaculately presented in clean uniforms, polished shoes and, if applicable, wearing name badges? 5. Did the employees smile and display a genuinely warm, friendly and interested manner?
400
The two historians that are notorious for doing the Worth Avenue tour, one has retired.
Who are James Ponce (retired) & Rick Rose?
400
Where cell phones should be located at all times.
What is in the back office? Please try and refrain from leaving the front desk unattended to check your cell phones. It is becoming more and more frequent.
400
Two unprofessional actions that the agents are caught doing frequently at the desk.
What are checking cell phones, leaning on the desk, turning to the side to talk to the other agents, carrying on personal conversations in a loud voice, leaving the desk unattended.
400
Name two packages or promotions that were very popular this summer.
What is TravelZoo Living Social Groupon Florida Resident Rue La La Trish will be coming in today to speak about Reservations/Revenue...please welcome her!!!
500
The two areas where the front desk received 100% from the last LQA audit
What are Checkout & Wakeup call?
500
The amount of times The Breakers has burned down
What is 2 times?
500
The place where new information and exciting news is located.
What is the back door? Please continue to check this each day...new and exciting things are coming up...namely our OUTING!!!
500
A free 500 points to the team that chooses this Answer!
Congratulations!!! Thank you all for working so hard especially during this unexpectedly busy summer.
500
The meaning of A.T.D.
What is Attention To Details? Lately, we have been missing a lot of small details that would not be normally missed in reservations, the checklists, pass ons, etc. Please make sure that we are as Melissa would say "double, triple, quadruple" checking our work.
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