Inspired Hospitality
Name a Hospitality Highlight (formerly Spotlight of the week).
Welcome Home, Customer Focus, Action Oriented, Collaborates, Instills Trust, Living the HGV Values, Service v. Hospitality, Understanding Your Why, Teamwork Makes the Dream Work, Make it Right, Be Knowledgeable, Appreciate Our Owners, Appreciate Your Team, Inspire Others, +ONE, Be Honest, Be Confident, Enthusiasm Everyday, HEART Model, Show Off Your Smile, Be Generous, Lead by Example, A Reputation of Consistency, Exceeding Expectations, Act With Urgency, Have Fun!
What drinks are allowed at the desk?
Water only
If calling out, how many hours must you call prior to your shift?
4 (four)
Where are the 2 emergency evacuation locations?
Northeast lot and South lot (BLVD self-parking).
Complete the phrase, "Turn challenges into ___________"
Opportunities.
You are interacting with a HH member, what must you acknowledge during your check in process?
HH Tier Level
How many Corrective Action points are assessed before separation of employment?
12 points
On the Empowerment Guidelines, name a compensation under Tier 1.
Late check out, upgrade, amenity bag
For every room move due to an inconvenience, should follow with?
A form of guest recovery and follow-up.
What is the first course of action when a guest enters the lobby?
10/5 rule; within 10 feet, you should smile and make eye contact and within 5 feet, greet with a friendly greeting
Team Members must enter sick time through Oracle within ___ hours of absence.
48 (forty-eight) hours
What is the Key Logger and how often must it be completed?
Inspection of EMV devices, Front Desk and Business Center PC's. Inspection must be completed 3x daily (once per shift).
What guide should you use when dealing with a challenging situation?
Service Recovery Toolkit/Handling Top 5 problems
What should be mentioned 3x during check-in and 2x during check-out?
Guests name, Mr. __ or Mrs./Ms. __
PTO requests must be submitted at least ____ weeks in advance.
2 (two)
What property amenity has closed indefinitely?
Kiddie Pool/Splash Pad
What is Inspired Hospitality?
Fostering meaningful encounters.
Name the HGV Values.
Hospitality Integrity Leadership Teamwork Ownership Now
90 day of perfect attendance will deactivate how many of all existing points?
Half (½) of existing points will become inactive and existing discipline is reduced to the appropriate point value.
What are the 4 scores on the Daily Communication?
Stay Score, Service Quality, Cleanliness, Problem Incidences