Property Knowledge
How many rooms do we have?
72
5 things to hit in a room orientation
1. Air Conditioning
2. Light and Fan switches
3. Safe
4. Snack Box/Drinks (complimentary)
5. Shower
7. Coffee Machine
8. Fridge/Freezer
9. TV
10. Sliding door lock
What phrase is one of our owners biggest pet peeves?
No problem
What is the first thing you should do when a car pulls up?
Come around from the desk and open the car door. Welcome guest with a warm greeting.
Please define our shuttle range
Maluaka Beach to keawakapu
The Restaurant at Hotel Wailea 7am-11am / 5pm-10pm
Birdcage - 4pm- 10pm
The Cabanas - 9am-5pm (food at 10am)
3 things to hit in a property orientation
1. Pool
2. Treehouse
3. Wellness Studio/ Fitness Studio
4. Food outlets
Another word for "guys"
You both
You all
Ladies
Gentlemen
When should the bags be left at the bell desk?
When the room is ready
Otherwise, all bags need to be stored in storage
What should you do when parking a convertible?
Top on and windows up
What is the minimum age for our guests?
18
What area/times are you allowed to have your phone visible?
Back office and on break
or in case of emergency
Another word for "no problem"
It is our pleasure
Absolutely
Certainly
What should you do before parking any vehicle?
Check car for damage and notate on ticket
What should you do when unplugging electric vehicles?
Roll up charging cord
What is the significance of the pride pin?
Relais & Chateaux
What can be done in downtime?
- Organize and clean bell desk
- refresh leis and water
Good morning
Good Afternoon
Good Evening
Aloha!
How do you properly fill out a luggage & Valet tag?
luggage tag: Guest last name, room number, notate if it is a check in or check out
Valet tag: Guest name, car info, stall #, indicate damage on car image
First time to Wailea beach protocol
Walk guest down to the beach and introduce to beach boys
Please name: 2 owners, GM, Director of Ops and Director of F&B
Jon McManus, Jerry Lynch, Chris Mitsumura, Derrin Abac
What information should be written on the log/journal?
Any movement to and from rooms including bags or deliveries
Proper radio etiquette
Short and sweet
Professional language
No personal conversations
What is the preference report and why is it important?
It tells you what celebrations arriving guests are celebrating. We can use this to recognize and acknowledge right when the guest arrives.
3 best conversation starters in the shuttle
Where are you visiting from?
What has been your favorite thing about Maui?
Do you have plans for this evening?