Check In
Check Out
Individual & Area
Policies & Procedures
IHG Rewards Members
100
The minimum way a guest is considered acknowledged upon arriving and having to wait in queue.
What is eye contact and a smile.
100
Express check out, a pre-printed folio, must be passed securely under the guest room doors no later than this time.
What is 6am.
100
How colleagues are expected to present themselves for work and while handling guest inquiries.
What is Clean, tidy, and in a personable and professional manner.
100
The time frame in which a towel, pillow, or amenity requests must be completed.
What is 15 minutes.
100
The IHG Rewards Club levels required to have an express check-in prepared.
What is Gold, Platinum, and Spire
200
Name two of the four details that must be explained upon arrival (after you've asked if they have stayed with us before, if unknown).
What is informed of free internet access, the Kids Stay & Eat Free program, directions to their room, and an invitation to contact us if they require help or assistance.
200
The only type of pen permitted to be presented to guests (during check in or check out).
What is a Holiday Inn branded pen.
200
The three areas a colleague must be knowledgeable about.
What is the hotel, local area, and frequently asked questions of their department.
200
Prior to transferring a call to a requested guest room, you must first...
What is verify name of registered guest.
200
An express check in includes...
What is a pre-assigned room, with registration card and key.
300
When checking in a guest arriving outside of F&B hours, they must be informed of...
What is available F&B options.
300
How a guest must be addressed upon departure.
What is engaging them with their title and last name.
300
The front desk and area visible behind it are expected to be...
What is free from clutter.
300
This must be verified prior to handing out a replacement room key.
What is positive identification MATCHING the registered or accompanying guests on the reservation.
300
If available Platinum and Spire members should be pre-assigned this type of room.
What is an upgrade.
400
If a guest is paying with a credit card, they must be informed of this convenience upon check in.
What is they do not need to stop by the front desk due to an express check out being slipped under their door.
400
Upon departure the following must be offered.
What is luggage assistance and further help or information.
400
The areas of the lobby, PBX, main entrance; including structure, fixtures, collateral, brochures, guest information, and surfaces are must be...
What is clean, well maintained, and stocked at all times.
400
The number of bath tub seats for use in accessible guest rooms.
What is 5 tub seats.
400
The three welcome amenity choices.
What is additional bonus points, a bottled water and snack, or complimentary drink in the lounge.
500
A guest arrives before check in time and clean rooms are not available, follow this procedure.
What is notify guest of approximate wait time, offer appropriate place to change if required, and offer complimentary luggage storage.
500
The question GSAs must ask upon departure.
What is "Did we meet your expectations?"
500
How you should conduct yourself when entering a guest room.
What is knock on door, announce your department, and wait before entering room.
500
Features of accessible rooms.
What is roll in shower or accessible tub with seat, shower grab bars, wider entry and bathroom door way, 5 foot diameter turning space in room and bathroom, 19 in toilet, faucets operated with closed fist, hearing accessible has visual fire alarms and notification via doorbell (strobe lights), option of portable TTY kit (text telephone, telephone ring signaler, door knocker signaler, and alarm clock with bed shaker.
500
The three ways IHG considers a member recognized for their loyalty.
What is greeting the member using their name (and using at least 3 times during check in), acknowledging their status, and SINCERELY thanking for their loyalty.
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