Guest
Bonvoy
Rewards program
Responsible for a warm welcome
Everyone
King Suite
Guest upset about view
Apologize and move to another room if available
Breakfast hours
6:30-10:30 Mon-Fri
7:00-11:00 Sat-Sun
Cost to sign up for Bonvoy
Free
Renovation begins
May 2023
QNQN
Double Queen
Oversold on guest room type, who is a non member. What do you do?
Apologize to guest and explain that the room type is not available but what you did
5:00pm-10:00pm
11am checkout
Has the most Early Departures fees collected
Ari
KING
Double King
Apologize to guest and call E6
Guest wants a breakfast sandwich at 6pm. Can they get it?
Absolutely
2pm checkout
Gold
EA code
Early Departure
QUEN
Queen Bed
Guest upset about the construction noise
Apologize to guest, show Empathy, and offer to move to a quieter room.
Titanium and above F&B credit
$10 per person
4pm check
Plantinum or higher
Empowered to make decisions
Front Desk
Renovation begins
May 2023
Fire alarm goes off and guest is upset. Guest tells you about it. What do you do?
Show empathy, apologize, and
Coffee available
24 hours