Policy
Where is your name tag worn ?
On the top left of your uniform.
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.
what floor are 3 bedroom penthouses on?
4th floor
Instead of you're welcome, what should we be saying in hospitality?
My Pleasure.
An emergency line is calling such as the pool 911 phone. How should you answer?
"State your emergency"
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"
Can we wave the $250 Incidental Hold?
Yes, with supervisor/manager approval.
How many units does our property have?
402 units.
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 check-in age at this property?
18
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.
What Unit type is never on the 4th floor?
2 bedroom twins
We have no guest building 9 or 12. What is building 12 and 9?
9- HSKP
12-MAINT.
The owner called to add an addition name onto her reservation that checks in tomorrow because the owner will not be coming. Can The additional name check in?
No! We never add additional names over the phone, and we do not allow additional names to check in. If the owner will not be coming, they will have to add a guest pass and change the check-in name.
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
What is the ileftmystuff client code?
41533
What is the 5/10 rule?
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
Correctly number each building on the map.
7 - 1 - check in - 6 - 14
8 - 2 - market - 5 - 13
10 - 3 4 - 11
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.