Standards
How should we deliver a dental kit to a guest's room?
Example of "Requested items delivered to the room are elegantly presented."
On a sliver platter or elegant tray purposefully for delivering guest items.
What is the standard time frame for delivering an item requested by a guest?
Staff arrives to the room within 10 minutes unless advised otherwise.
How many guest rooms did Waldorf Astoria have before the renovation and what is the structure now?
1416 guest rooms converted to 375 Residences and 375 guest rooms
What symbol does Forbes Travel Guide use to rate hotels, restaurants, and spas?
Star
How can you show a genuine sense of interest for your guest?
Ask questions, get to know your guests.
What do we address the guest with when greeting them?
Name an example of how you can achieve the standard, "Staff does not decline any request without offering appropriate alternatives" in your role.
Answer vary
How are shoes arranged when left throughout the room?
Shoes are required to be paired and neatly arranged with shoe points closest to the wall and laces tucked in if applicable. Shoes are placed out of high traffic areas in the room.
What score does a hotel need to score in order to achieve FTG Five Star?
90% then 88% to maintain
What is an example of an anticipatory gesture that you can provide if your guest has a bunch of different charges plugged into the outlet?
You neatly arrange the cords and individually provide cable management with a cable tie.
During the daily and/or evening service, toiletries and cosmetics should be neatly arranged.
How should the items be organized?
HULK
The items should be organized by Height - tall to small, U - underliner, L - label facing forward, K - by kind/type of items
How many hangers must be in the closet?
At least 10 hangers
When is it appropriate and reasonably possible to greet a guest?
Make eye contact and smile when within 10 feet of a guest, and to offer a verbal greeting or assistance when within 5 feet.
Name at least three words or phrases that should be avoided when trying to achieve the standard, "Staff is highly articulate and avoids slang and excessive use of phrase-fragments."
"Awesome" "Guys" "No problem" "No worries" "Yup" “Yea” “That’s what’s up”
How many pieces of guest clothing do you fold before draping the items by the collar tag?
Fold the first 5 then neatly drape the remainder by hold on the collar tag. The amount of items to drape may vary and may stop draping after 10 pieces
Name two ways to "exhibit a genuine sense of interest in the guest".
There are many ways to show a genuine interest in the guest, but it all comes down to sincere engagement. Listen carefully, read the guest and respond appropriately. Ask questions, be mindful and respectful and use your best judgment.
The guest mentions that they have dinner reservations off property this evening. What is an anticipatory gesture that you may offer?
Transportation to dinner
When was Waldorf Astoria built on Park Ave?
1931
Name two behaviors that would receive a "No" for the standard, "Staff maintains alert posture and behaves professionally in view of the guest"
Chewing gum, eating, drinking, yawning, hands in pockets, arms crossed, etc.
Name at least 3 plus one services we can provide to elevate guest experience.
Placing a water bottle next to medicine. Placing a lens cloth next to eye/sun glasses. Placing a bookmark if the guest left their book opened. Placing an extra luggage rack if there’s luggage clearing on the floor, placing a rolled wash cloth in the enclosed watch to keep it’s shape, placing a toothpaste squeezer if using a reasonable sized toothpaste.
What are the most important guest expectations when traveling to a new hotel?
Cleanliness, safety, comfort, service, value
Name four examples of bath amenities beyond the basic offerings.
Mouthwash, dental kit, shaving kit + hot towel, nail file, makeup remover wipes, shower cap, toothpaste squeezer
The Waldorf Astoria set a list of global precedents: name one
The first hotel to have electricity on every floor, the first to have en suite baths, and the first to offer 24-hour room service. A rose topped each room service order that went out.
What does the following standard mean? Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
Name usage
Scenario:
Family is stuck inside the room due to inclement weather with 2 small children ages 7 and 12. How can we ensure the children day are still going to enjoy their day indoors?
Answers vary