Front Desk
This is the first thing to say when the guest approaches.
Good morning, good afternoon, good evening
What must be on the TV at the bar
Sports
If a guest says request HK Service, what should you put into GXP as request?
House Keeping Service Request
How much time should it take to respond to a room request?
15 Minutes
15/5 Rule
Make eye contact and smile at 15 Feet
Maintain eye contact with a greeting at 5 Feet
Where should the bank keys be at all time?
On the persons wrist or in their pocket
This is what you say after the guest orders
Repeat the order back to confirm
How many hangers should be in the closet?
6 Wooden Regular
4 Wooden Clip
How many times a year must a room have General Care Preventative Maintenance (GCPM)?
3
What time is breakfast?
Weekdays = 6:30-9:00
Weekends = 7:00-9:30
How many times do you mention the guests' last name?
At least twice
When should the hot breakfast items be refreshed?
Every 30 minutes OR when plan is less than 1/3 Full
What 2 books should always be in the room?
The Bible and The Book of Mormon
How many feet of nothing should there be between the ceiling and the topmost object in a room from the sprinkler head?
3 Feet
How should we end every interaction with every guest?
Is there anything else I can assist you with?
Mixers Bar & Grill
What material silverware do we serve guests dining in with?
Metal
What is the order of Shower Amenities from Left to Right?
Shampoo -> Conditioner -> Body Wash
How long does it take for caulking to dry?
30 minutes
500 bonus points or one $5 market item
State the late check out time with the member status
Non-Member = None
Member = Priority late check out (Based on Availibility)
Silver and Gold Elite = 2 PM
Platinum, Titanium, Ambassador = 4 PM
How many rings should the phone ring before it gets picked up?
3 rings
How long should it take for a request to be completed in GXP?
15 Minutes
What time do you turn off the pool?
11:00 PM
Residence Inn Mission Song!
We are Residence Inn. We’re fun and spirited and in it to win. We are Residence Inn. The leading extended stay hotel. We are Residence Inn. Where everyone sells every day. We are Residence Inn. And we grow our extended stay. Our passion is to provide Service so memorable. We are Residence Inn. And our guests share stories about us.