Guest Service
These items are given to guests when they have a bad experience.
What is a service recovery?
This is a daily charge posted separately from room charge usually used for miscellaneous billing.
What is a fixed charge?
You need to add this to the reservation in the case of a shoulder night.
What is a credit card?
This is the first two people you call in an elevator entrapment.
Engineering & Security
These communication tools you should have open during each shift.
What are email and teams?
This is the ideal number of rings before answering the phone.
What is 3 rings?
This is what you check if a DB guest has room charges going to window 1.
What is the routing instructions?
Type of postal group that does not charge for no shows
What are Postal Training groups
These are the steps that need taken before evacuating when the fire alarm goes off.
What is:
Call engineering and security. Grab most recent downtime then evacuate.
This is who you contact if a guest requests to extend their stay
Who is:
Housekeeping & the CP
This is what W.E.S.T & L.E.A.R.N means.
Welcome Listen
Eye Contact Empathize
Smile Apologize
Thank Resolve
Notify
This is the posting code for external and internal room charges.
What is:
7001 - External
7002 - Internal
This is the extension time for late departures.
What is 2pm?
This person should be contacted regarding any guest incidents involving alcohol.
Who is the F&B Manager
These are the steps to take when a guest requests an item.
What is:
Call housekeeping or engineering (depending on item)
Immediately log on One Touch
Follow up with housekeeping/engineering if you do not hear back in a timely fashion
Follow up with guest to ensure satisfaction
This is what you need to check before granting a late check out.
What is check room availability. If a guest is checking into that room same day, do not approve late check out without manager approval.
What is 8012?
If applicable, this must be removed if the guest checks in the day after their original arrival date.
What is the No Show Charge?
This is the check in procedure for power outages.
What is:
Use arrivals list from most recent down time. Make a note of which guests have checked in.
Write down cc number if applicable
Walk to guest room and use fail safe keys to make a guest room key
This needs done after every guest request.
What is:
Follow up with the guest to ensure it has been completed to their satisfaction.
This is how you handle a guest complaining of a noisy neighbor.
What is:
Apologize
Try to call other guest room, if no answer send a notice.
If no improvement, offer to move guest (availability allowing)
This is the code used for occupancy tax.
1110
This is the cancellation policy for conferences.
What is
They must cancel by 6pm the night before or they will be charged for entire stay.
This information is what is needed for guest incidents
What is:
Name of Guest, room number, group, and contact info
Date, time and location of Incident
Description of Incident
What was the resolution
Include any other important information
This needs to be done if you have an interaction with a guest who is visibly upset.
What is:
Send an email to FD management & CP detailing encounter.