What the O.T.A.
The guest can't call us to change or cancel this type of reservation.
What is a Third-party (OTA) reservation?
It is the website where guests can get the lowest rate available
The Front Desk sets it on the phone console so the guestroom phone rings at a certain time.
What is a Wake Up Call?
Usually is 24 hours, but sometimes can be 2 days or even same day by 6pm. It is shown on every reservation.
What is the cancellation policy?
This should never be said out loud when checking in a guest or at any time during their stay.
What is the room number?
They help us make reservations when we are busy at the Front Desk
What is Call Forwarding?
We have 94 of them
How many rooms do we have?
4pm and 11am
What are the Check-in and Check-out times?
You do this when re-making a guest key.
What is Check/Verify ID?
Priceline Express Deals and Hotwire sell that rate plan without telling guest what hotel they are booking.
What are Opaque (LOPQ) rates?
Always On Communication, Can Do Attitude, I Can Action, and All In Teamwork.
What are the Comfort Core Values?
The letters stand for Suite Non-Smoking King and Suite Non-Smoking Queen Queen.
These types of reservations are non-refundable and the guest can't change them once made.
What are Advance Purchase Rate reservations?
Only accepted after a credit card has been authorized for the stay in full.
What is Cash? / When is Cash accepted?
Advance Purchase Rates and Opaque rates are ____________ rates.
What are Non-Refundable rates?
They get free upgrades, 50% extra points per dollar, and stay the most a year at Choice Hotels.
What are Diamond Members?
The front of the building faces in that direction.
What is South? // What is the parking lot? // What is Downtown?
We use it when a reservation is not suppressed and the guest is paying us for the room.
What is the Credit Card Terminal?
You can't check-in a guest if that happens, let alone give them a key.
What happens if a Credit Card declines at check-in?
This company's reservations are never surpressed and the guest always pays us directly.
What is Booking.com?
Choice Privileges Members get this discount when they book on ChoiceHotels.com
What is the Choice Member Rate?
We only have one and is on the first floor.
What is the Roll-in Shower room? (HSNQQR)
You never say that to a guest when you need to ask your supervisor about something
What is "Let me ask my manager"?
Before hanging up the phone, or letting a guest leave, we have to do this to ensure they can stay.
What is extend their reservation on the system?