Hotel Awareness
Restaurant belonging to SLS
What are Filia and Cleo
What are the WOH tiers starting from least elite to most elite?
Member, Discoverist, Explorist, Globalist, Lifetime Globalist, Courtesy Card holder.
What does NPS stand for?
Net Promoter Score
What is LPCL
Free night award with club access included
Explain what the 5/10 or 10/20 rule is?
What is visually greet at 20 ft and verbally greet 10 ft.
How many exercise bikes are in the gym?
12
How many points does a WOH member have to spend to receive a free night at this property and what category are we?
What is the difference between a likelihood to recommend score of 0-6?
0-6 are all detractor and all negatively impact our NPS score. The only difference is in the guest experience.
For booking.com-no pay and Hotel Collect reservations, what should be routed to window 2?
No routing should be set up as guest is responsible for all charges
What is the Hyatt standard way to answer the phone for guests and colleagues?
(Time of day), Thank you for calling (department) This is (name) at your service.
Name all food trucks
Flame to Smoke, Sandy Dog, Sliderzz, El Jefe
Name all the hotel benefits of a Globalist staying on a free night award and what rate code would identify that?
LPRM
4pm check out, suite upgrade to a standard, resort fee waived, parking waived.
Who receives a HySat survey?
Anyone with an email on file.
What are all 6 of our core values?
Respect, Creativity, Humility, Empathy, Integrity, Fun
What do the following acronyms stand for?
IPO
IRD
ADR
Individual pays own
In room dining
Average Daily Rate
How do you become a Lifetime Globalist and Courtesy Card holder?
Earn a 1,000,000 base points for Lifetime Globalist and Courtesy Card holder is by invite only.
What is the difference between NPS and Likelihood to Recommend?
They are the same!
When you see the rate code WPAWAF what is included and how did the guest book?
Breakfast for 2 and a 2pm check out--- Should add an alert. Guest booked through OTA
What is our Purpose, Promise and Department Goal
We Care for People so they can be their Best
To Deliver Moments of More
By Living our Core Values and delivering moments of more, we will be the best Grand Hyatt Front Office Team
Da Poke bowl used to be located near the beach but is now being moved to where the conch shack was. What is replacing the Poke bowl shack?
Ice Cream!
What are the 3 WOH free night rate codes, What company should they be routed to, and what charges should be routed?
LPRM, LPCL, LPFS
LP Award Base All Inclusive
1002 World of Hyatt
8060 Service Charge
How is NPS calculated?
Promoter - detractors = NPS
What is LPSU? What profile should this be routed to and what transactions should be routed?
Suite upgrade. World of Hyatt and transaction code 1113 (suite)
What year was Hyatt founded, who founded, and what brand and what city was the first Hyatt in?
1957, Jay Pritzker, Hyatt House, Los Angeles