Courtesy and Manners
What is considered proper hold policy when speaking with a guest on the phone?
What is; always asking permission before placing a guest on hold, guest should never be on hold longer than 30 seconds without asking if a call back is preferred.
What details should be confirmed with guest during check in?
What are; Stay dates, vehicle information, any additional names to be added, pets in room.
This will enable us to not need to disrupt the guests stay going forward by not missing this information upon check in.
What is our Mission?
What is; Love what we do, Love who we do it with & Love who we do it for.
What are the 2 ways FORBES ensures properties meet high expectations and assigns star ratings.
What is; FORBES Classifications & Standards
What is vital to have for communication among the front office to communicate to all departments?
What is; MOD PHONE.
What is the proper response to being told "thank you" by a guest?
What is; "it is my pleasure"
What is the longest amount of time that reviewing folio and checkout should take?
What is; 5 minutes.
What are our core values?
What is; Passion, Integrity, and work Ethic.
What are "Service Quality, efficiency, Facility Quality, & Guest Experience" CLASSIFICATIONS or STANDARDS.
What is; STANDARDS.
What are 2 vital "TASKS" to ensure proper communication amongst each other (FD)?
What are; Pass ons & Pre shifts.
What is an example of Effective communication?
What is; actively listening, understanding, and providing relevant information or assistance
If guest room is not ready at arrival (after standard check in time), what is the expectation of communication with the guest?
What is; offer thoughtful suggestions of other activities until room is ready and offer an updated time for room to be ready within 15 minutes of time given.
What is our core value example of PASSION?
What is; We love what we do! We are passionate about our guest and delivering extraordinary vacation experiences.
How many CLASSIFICATIONS are there?
What is; 10 classifications.
What is the vital tool to use from the front office for communication to all guests?
What is; KIPSU.
How many times minimum should a guest's name be used during interactions? Does it only need to be done during arrival or departure?
What; is two times minimum, and no! We should use guest's names during all interactions when possible.
What is the proper procedure for placing a guest request?
What is; verifying the unit number, service needed, & the amount needed of item. Follow proper procedure to input into the system and communicate to specific department.
What is our core value example of INTEGRITY?
What is; We act with honor! It is our unwavering commitment to always do the right thing.
Name 3 CLASSIFICATIONS we provide in the front office.
What are;*Courtesy & Manners*Graciousness Thoughtfulness, & Sense of Personalized Service*&*Staff Appearance *
How do we provide clear and correct information to guest?
What is; to be knowledgeable and utilize resources.
What are three examples of proper use of interacting with guests?
What are: Staff is polite and maintains a gracious tone, makes eye contact and keeps focused on the guest, leads the conversation and is thoughtful and intuitive, is highly articulate and avoids slang, can readily describe hotel facilities and procedures with clarity, exhibits a genuine sense of interest and concern with the guest. (Any 3 may apply)
List 3 amenities of the property based on a family of 4 (2 adults, 1 teenager and a younger child)
What are; the pool, basketball court and playground.
Alternatives may apply. :)
What is our core value example for WORK ETHIC?
What is; We work hard to exceed expectations and never give up when problems appear too challenging.
What are examples of "Graciousness Thoughtfulness, & Sense of Personalized Service"
What are; *Individualized Attention*Care and Concern*Anticipating Needs*.
How do we practice providing correct information to our team and guests.
What is; communicating with our team by building strong relationships, utilizing patience and ensuring we work as a team to provide accuracy in information.