Route it!
Is routing necessary for a weekender package?
No. Guest is IPO for al charges.
True or false: we only have the kettles and pour over coffee to offer guests.
False! We can offer a Keurig or Nespresso if needed.
Each guest must have these to check in.
What are an ID and a physical credit card?
When asked if we have a spa, our response is this.
What is "No, but we'll be happy to provide you with nearby recommendations for beauty and wellness treatments!"
A guest falls in the lobby and is visibly injured. You call these parties.
Who are Security and MOD?
Expedia reservations are typically one of the below payment methods:
VCC
Direct Bill
What is Direct Bill?
Turndown service means this.
The room is cleaned as a stayover, the corner of the duvet is pulled back, slippers are set near the beds, and music is turned on.
A guest arrives to check in, but is not listed as the primary name on the reservation. We must do this to check them in.
What is confirm if the guest is listed as an accompanying guest on the reservation and contact the primary traveler if not?
Ice machines are located here.
Every odd-leveled floor.
A phone call inquiring about hatbox rates and availability should be transferred to this person/depatment.
Who is Sydney/Sales?
AirBnb reservations are responsible for these charges.
What are facility fee, taxes, and incidentals?
True or false: a Front Office manager can't inspect a room.
True. Only a Housekeeping manager can inspect a room.
What is 48 hours?
A guest reports they are not feeling well and want to seek medical attention. We provide them with this.
What is a list of hospitals, urgent cares, and walk-in clinics nearby?
A guest calls downstairs saying they don't like their room. These people should be the one to look for another room and begin the process.
Who is me, myself, and I? Only escalate to a manager if necessary.
Rate Code CSAXHCEG has these charges and codes routed to window 2.
What are RMNOTX and 1053?
If Housekeeping places a room OOS or OOO for PM, PM stands for this.
What is preventative maintence?
Which of these is NOT expected during every GSA shift?
Comb through arrivals for the day.
Review traces.
Assign rooms for VIP guests
Check packages at the front desk and place alerts
Replenish supplies as necessary
Assign for VIP guests. GSAs can assist with assigning rooms for those that aren't VIPs. Try to keep any requests in mind and be cognizant of assignments!
A guest has a headache and asks for medication. A GSA offers the guest Advil that they have in their backpack, but the guest seems fine with this. Was this the right way to handle the situation?
NO. Under no circumstances should we give guests medication. In the event of any adverse reactions, we would be held liable, and this would be detrimental to the hotel. Recommend a pharmacy nearby instead.
It's a busy day with check-ins and rooms are not ready. This person should be your point of contact.
Who is the Housekeeping MOD?
These steps must be taken to properly route a Booking.com reservation.
(In no particular order)
Add Booking.com as the company.
Add comments with billing instructions.
Drag the Booking.com VCC to window 2.
Set up routing with RT, FF, DEPO, and the code 1024 to the Booking.com VCC in window 2.
We can provide all of the following upon request EXCEPT:
Comb
Toothbrush
Feminine Hygiene Products
Hair Ties
Yoga Mat
Crib
Earplugs
What are Hair Ties?
Are we allowed to call for an on-call doctor for guests?
NO.
"Can I fit a rollaway bed in my room?"
That depends on the room booked!
SR1Q: NO
SR1Ks: 01, 12
SR2Q: NO
ESR1K: Yes, all rooms are 01 and can fit a rollaway.
DR2Q: 02, 03, 06, 08
ER1K: Yes, all 04s and 07s can fit a rollaway bed.
Someone arrives with a resume looking for a job. We notify this person (or people).
Who is MOD and/or Andres?