Guest Service
This is the ideal number of rings before answering the phone.
What is 3 rings?
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.
Who are Engineering & Security
These communication tools you should have open during each shift.
What are email, teams and One Touch?
These items are given to guests when they have a bad experience.
What is a service recovery?
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.
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 charge for a microwave or fridge.
What is $0?
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.
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.
Check room availability. If a guest is checking into that room same day, do not approve late check out without manager approval.
This is the code used to charge items to the PM account
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.
Use arrivals list from most recent downtime. Make a note of which guests have checked in.
Fill out CC Authorization form if applicable
Walk to guest room and use fail safe keys to make a guest room key
This is how you handle Advantage Reserve email guest requests.
Do not forward the call center email to guests, Create a new thread
Reply to the guest email provided – Not to the call center staff & Copy SLC
Forward the advantage reserve email to SLC and confirm that it has been completed.
This is how you handle a guest complaining of a noisy neighbor.
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.
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
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 and being rude.
What is:
Send an email to FD management & CP detailing encounter.