Toolkit
This Certified Trainer's resource provides tools to successfully onboard new hires.
What is...
The onboarding toolkit!
This capability is available at every bar.
What is...
Charging capabilities!
What is...
With a smile, polite greeting and name!!
What is the first Service Standard in "Selling".
Share an engaging story, focusing on the experiences and amenities around the property that match the guest’s heartfelt desires
Our Brand name was recently "Auberge Resorts Collection". It is now this Brand name.
What is...
Auberge Collection!
These 5 tools make up the Onboarding Toolkit.
What is...
1.Training Calendar + Checklist
2. SOS
3. Menu/Room/Treatment descriptions
4. SOP
5. Property specific resource center (Dandelion)
Initial Greet: Once seated the guest is greeted within this amount of time.
What is...
1 minute!
Arrival/Check In: This is automatically provided to all first time guests.
What is...
A tour and escort to the guest locker rooms (include at least 3 specific points of interest)!
What information must you then determine to proceed with "sale"?
Determine the dates of stay that the guest is interested in.
What is...
Wellbeing!
This part of the toolkit gets handed back to T&C.
What is...
The Training Calendar and Checklist!
Presentation: Items are prepared and delivered within this amount of time.
What is...
5 minutes!
Service: Therapists must confirm these (3) items with the guest at least twice throughout the treatment.
What is...
1. Pressure
2. Music (volume and genre)
3. Room temperature
How many room rates should we offer the guest based on their desire and needs for their stay?
Offer a choice of two room rates (quoting higher category first) and/or room types (when available) based on the guest’s desire and needs
Bonus 100 points!
Offer brief descriptions of the features that differ between the two choices
These (3) resources from the toolkit stay with the new hire.
What is...
1. SOS's (printed)
2. SOP's (printed)
3. Menu/Treatment/Room Descriptions (printed)
Present the bill: This personalized practice should be used when presenting the guest with the bill.
What is...
Name usage/use the guests name!
What must providers be cautious of when answering questions?
Adequate information is provided to guide guest through the treatment while still allowing for a completely relaxing and restful experience
Guest questions are accurately and knowledgeably answered without offering "medical" advice
Any information offered is relevant and appropriately shared, avoiding excessive conversation or making unprofessional comments
Regardless of booking status or success, what attempt should the team member make before concluding the call?
Attempt is made to collect the guest’s contact information (phone number & email address) for all calls
Wildflower Farms recently received this resort specific reward for the second year in a row.
What is...
A Michelin Key!
This page of the Training Cal + Checklist is the responsibility of the Department leader to complete with the new hire.
What is...
The Certification page!
Present the bill: This is how the server politely closes the evening at the end of the dining experience.
What is...
Appreciative + anticipatory remarks including offering a welcoming return.
(And guests name!!!)
What is the closing procedure for a treatment?
Guest is offered a rehydrating beverage or water
Guest is escorted to their next destination and invited to take advantage of the spa facilities
Therapist closes interactions with polite, personalized and appropriate remarks
Wildflower Farms was ranked this on the Travel + Leisure l Worlds Best Award for New York State
What is...
#1 Resort in New York State!