Guest Service
Billing
Postal Policies
Emergency Procedures
Communication
100

This is the ideal number of rings before answering the phone.

What is 3 rings?

100

This is a daily charge posted separately from room charge usually used for miscellaneous billing.

What is a fixed charge?

100

You need to add this to the reservation in the case of a shoulder night.

What is a credit card?

100

This is the first two people you call in an elevator entrapment.

Who are Engineering & Security

100

These communication tools you should have open during each shift.

What are email, teams and One Touch?

200

These items are given to guests when they have a bad experience.

What is a service recovery?

200

This is what you check if a DB guest has room charges going to window 1.

What is the routing instructions?

200

Type of postal group that does not charge for no shows

What are Postal Training groups

200

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. 

200

This is who you contact if a guest requests to extend their stay

Who is:

Housekeeping & the CP

300

This is what W.E.S.T & L.E.A.R.N means.

Welcome                         Listen

Eye Contact                     Empathize

Smile                              Apologize

Thank                             Resolve

                                      Notify

300

This is the posting code for external and internal room charges.

What is:

7001 - External

7002 - Internal

300

This is the charge for a microwave or fridge.

What is $0? 

300

This person should be contacted regarding any guest incidents involving alcohol.

Who is the F&B Manager

300

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

400

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. 

400

This is the code used to charge items to the PM account

What is 8012?

400

If applicable, this must be removed if the guest checks in the day after their original arrival date.

What is the No Show Charge?

400

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

400

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.


500

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)

500

This is the code used for occupancy tax.

1110

500

This is the cancellation policy for conferences.

They must cancel by 6pm the night before or they will be charged for entire stay.

500

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 

500

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.