Face to Face
Ring, Ring, Ring!
In Da City
What's In That Bag?
Safety and Security
100
What name does a Team Member never use when addressing an adult guest?
What is The First Name
100
The telephone at the Front Desk is answered in how many rings?
What is three rings.
100
A concierge is _______ when it comes to where things are in the city.
What is "In the Know".
100
Who is our preferred vendor for airport/taxi requests.
Who is Micky.
100
In the event of a power outage, what is the first thing the MOD will do?
What is access the Emergency supply room.
200
If a guest name is difficult to pronounce, what can a Team Member do?
What is Take best guess, attempt to pronounce, ask guest how to pronounce name (either one)
200
When we receive an internal call, what verbiage is used?
What is, "Thank you for calling the Star Service Hotline".
200
What is the minimum number of recommendations that we offer a guest during a Concierge request?
What is three recommendations.
200
Name a way we can be "Green" at the hotel.
What is recycling, using reusable water bottle/cup.
200
If there is an emergency and guests ask what's going on, what is the verbiage that we use?

What is "We are currently looking into the situation and will provide updates once available"

(Any variation of this counts)

300
Where can the guest name be obtained?
What Is Luggage Tag, Computer, Credit Card (either one)
300
What type of phrase do we use when answering ANY phone call?
What is a hospitality phrase.
300
Name three restaurants that are located in Eastport.

What is Boatyard Bar and Grill, Lewne's Steakhouse, and Chart House.


300
What was the name of the St. Patrick's event that was recently held here?
What is the St. Patrick's Day Hooley.
300
What does Send Word Now refer to?
What is the Emergency Response System.
400
If a child is present at the Front Desk, what name can we address the child by?
What is the first name.
400
If a caller is placed on hold, how long do we keep the caller on hold before providing an update?
What is 30 seconds.
400
Where does the Schooner Woodwind Tour depart from? ***DAILY DOUBLE***
What is the Annapolis Waterfront Hotel.
400
What do we all serve as at the hotel?
What are housekeepers.
400
If a guest is causing a noise disturbance in their room, how many warnings do they get before they are asked to leave the property?

What is three.

Initial Complaint- individual given an explanation of hotel policy regarding noise.

2nd Complaint- MOD makes contact and warns that this is final warning before eviction.

3rd Complaint- Guest asked to vacate the room and given 30 minutes to pack, check out, and vacate premises.

500
Before we end an interaction with a guest, what do we offer?
What is additional assistance.
500
What do we give a caller before placing them on hold?
What is an opportunity to respond.
500
What is the name of the shuttle that can take guests around the city and where is the closest pickup point to the hotel?
What is the Annapolis Circulator, across the street at 7-11.
500
A Team Member is the _____ to speak and the ______ to speak when interacting with a guest.
What is First and Last.
500
If you have any questions on safety and security policies, who would be the best person to reach out to?
Who is Adam Graham.
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