Policy
An emergency line is calling such as the pool 911 phone. How should you answer?
"State your emergency"
At every good check-in and good check-out what should you mention?
THE SURVEY!!
What computers should you log into first?
Front 3 computers.
Where is your name tag worn ?
On the top left of your uniform.
You are done with the check-in process and are sending the guest to member services. What is your verbiage ? and what should you not say?
" ____ will assist you over at the member services desk with your wristbands and welcome packets"
you should NOT say: "They will assist with the rest of the check in process over at the member services desk"
How many units does our property have?
402 units.
Instead of you're welcome, what should we be saying in hospitality?
My Pleasure.
What verbiage should you use to welcome a guest and let them know you are ready to assist them?
"Hi welcome in! I can assist you over here!"
"How may I assist you?"
Theres a lost and found pick up. What do you do?
Place a hotsos order and assign it to "Security helius 1" and radio if needed.
Phone is ringing and you answer the call, what is your verbiage ?
"Thank you for calling worldmark Las Vegas Blvd, this is _____ how may I assist you?"
What is the 5/10 rule?
You have just checked in a guest and are about to create their room keys. However, when you attempt to make the key, a warning appears indicating that the room is already occupied. What should you do next?
You look up the last name in Focus to find out what happened. Did someone forget to check in a guest? Is it a room change or an early departure? Make sure you have the answer before giving the new guest their keys!
Theres no calls and no guests checking in/out. What tasks should you be doing?
Bounce back emails, hotsos follow up calls, 5 night log, update the security binder, ileftmystuff.com, email follow ups, printing and cutting wifi & pool hours, restocking front desk items, etc.
Name all the outdoor games available for our guests.
basketball, chess ,putting green, shuffleboard, ping pong, pool volleyball, horseshoe and playground
Upon checking in a guest, you will need to guide them to their designated unit using the map. What steps will you take to effectively show and direct the guest to their unit? Act it out.
Not verbally! Never say a unit number out loud.
Different answer variations may apply. Associate receives point if they did it in a non verbal way.
No point given if they said the unit number out loud.
What items and tabs should you always have open?
Focus, safelok, hotsos, guest waiting list, kipsu, wyndham.okta, teams and email
What does it mean to be on stage?
No drinks on the counter, proper uniform, Facing forward, not leaning on the counter, no phones, Ready to assist.