Inspired Hospitality
Front Desk Standards
Make It Right
Miscellaneous
100

What does “smiling through the phone” help achieve?

Our members and guests feel welcomed and heard.

100

Name at least 4 amenities listed on the resort charge card.

  • Wifi
  • PressReader
  • Board Games
  • Barbecue Equipment
  • 50% Pampas
  • $15 off one hour massage or body treatment
100

On the updated Empowerment Guidelines, name a compensation under Tier 2.

Waive Valet/Resort Charges, $25 Retail Shop Credit, $50 Spa Credit

100

Where are the 2 emergency evacuation locations?

Northeast lot and South lot (BLVD self-parking).

200

What to do if a guest requests a service outside our hotel’s offerings?

Provide recommendations or local alternatives, such as guides, taxis, or restaurants, to help the guest meet their needs.

200

You are interacting with a HH member, what must you acknowledge during your check in process?

HH Tier Level

200

What 3 services are not included in a daily clean?

New linen (unless visibly stained), kitchen/dishes, and bathroom

300

The words “I can’t” should be replaced with _____.

This is what I can do.

300

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

300

What should we do after recovering a guest? 

Make contact to ensure guest satisfaction.

300

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).

400

Instead of telling a guest something is impossible to do what might a better response be?

  • “I'm afraid this issue might be out of my control, but let me double-check on…”
  • “I'm really sorry about this, and I wish that we could solve this for you. Instead, let’s…”
  • “This is a peculiar problem that you're describing. Do you mind if I ask you a few more questions about it?”
400

What is the Security Deposit for HRR guests?

$100

400

What are the 5 steps to resolve a guest complaint?

Actively listen, empathize, apologize, seek quick solution(s), follow up.

400

Name one goal that was listed in your performance goals.

  • Positive name mention 3x a month
  • “If you see something, say something”
  • Attend IH sessions when available
  • Not to exceed 10 infractions in a month
500

If a guest presents a concern, what is an appropriate response?

“Thank you for bringing this to our attention. We sincerely apologize, as this does not represent the hospitality we strive to provide, and we’d like the opportunity to Make This Right.”

500

Name the HGV Values.

Hospitality Integrity Leadership Teamwork Ownership Now

500

What does the H-E-A-R-T stand for in the HEART Model?

Hear | Empathize | Apologize | Resolve | Thank

500

What are the 4 scores on the Daily Communication?

Stay Score, Service Quality, Cleanliness, Problem Incidences

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