W STANDS FOR
WHERE
WHERE
Where is the pool located?
Haloumi
Per BSA Standards- what should all talent be wearing during service?
Name Tag- The W Pin
What does ITR mean?
Intent to Recommend- the question asking if our guests intend to recommend our property on the GSS Survey.
How many days a week is Carne open?
7 days
If a guest is looking for a Matcha Latte- where is the best place to recommend?
Barista Parlor
How do you make a Caesar Salad Gluten Free?
Remove crutons
How many times should a guest's name be used during their experience?
At least 3
"Thank you so much for dining with us today, we hope to see you return for breakfast tomorrow!"
Which one of our 4 focuses is this an example of?
Sincere/Warm goodbye
yes! We even have dog-kits in Welcome
If a guest is looking for the most variety and best selection of whiskey / bourbon, where do you recommend?
The Living Room Bar- and tell them Sammy makes a great Old Fashioned!
What do you mark your table with when a guest orders Steak Frites?
Steak Knife
If a Guest asks "Where is your restroom?" How do you respond?
You always escort the guests until it is visible, and you never point- you ARE Vanna White
When a guest is finished eating, but still has food on their plate and we offer "May I have that packed up for you to enjoy later?"
Which of our 4 focuses is this an example of?
Anticipation of Guest Needs
What time does PROOF open on Saturdays and Sundays?
2PM
Where is the ATM Located?
The hallway beside The Shop
What brand is our BTG Sauvignon Blanc?
Bonus points: tell me where its from
Sandy Cove
*Marlborough, NZ
Is Suggestive Selling a BSA standard?
YES
What is the final question we ask all guests during our interactions with them?
Bonus: Which of our 4 focuses is this an example of?
"Is there anything else I may assist you with?"
*Offering Additional Assistance
T or F- the pool is only available to hotel guests
False- non-hotel guests can purchase day-passes online
Where is FIT located?
The second floor
Corazon Blanco Tequila, Matchbook Flamingo Riviera Liqueur, Lime.
Which House Cocktail am I?
Manjo Tajin Margarita
What is the 15/5 rule?
If any guest is within 15 feet of you, you make eye contact. If the guest is within 5 feet, you greet the guest and offer assistance.
Name all 4 focuses
-Name Recognition
-Anticipation of Guest Needs
-Offering Additional Assistance
-Warm Welcome & Goodbye
Where is the meeting spot for employees if the hotel has an emergency evacuation?
*Not your car, Janet
The park behind the hotel