Arrival Services
Staff does not decline any request without offering...
Alternatives
In how many minutes should a bellman arrive to the room if a guest is requesting departure assistance?
8 minutes for a call, 5 minutes if prearranged
If a guest requests an item from us, is it enough to just give them what they have asked for?
No! We should provide something else that is thoughtful or offer a service that could also be of use to the guest.
Who brings ice to the room?
Bellman
Guests are greeted curbside within...
30 seconds of arriving
What are (2) ways guests can receive their folio?
Emailed or printed
A guest is asking for a local place to get dessert, where do you point them to?
Example of "Staff exhibits local expertise by providing thorough detail and first-hand knowledge."
Offer 3 Options: Ex. Nutella Cafe for pastries/crepes/personalized jar to take home, Venteux for pastries sweets with cocktail pairings, Amoreno for gelato
What crackers come with our pimento cheese?
Everything crackers
Check-in should not exceed...
5 minutes
If a printed folio is provided, what should we offer next?
What is the 10/5 Rule?
10 ft: Acknowledge guest(s) with a smile.
5 ft: Verbally greet the guest(s)
Example of "Staff readily smiles and maintains an engaging expression" and "Staff makes eye contact and keeps focus on the guest."
What wine do we deliver with our amenities?
Marques Cava, Gabbiano Prosecco
When check-in is completed, we should offer the guest...
An escort to their room
If an emailed folio is requested, what is the maximum amount of time to be delivered?
1 hour
How should we answer the phone when a guest calls?
Introduce yourself (This is Sarah)
As how you may assist them while using their name from caller ID (How may I assist the Smith party today?)
What are two facilities you could orient a guest with if they are arriving for the first time?
Venteux with breakfast hours and dinner hours, Chateau Carbide with open hours and offer reservations, the library for a quiet workspace, Bar Pendry for drinks, L1 fitness center with display of correct elevators to use, Bar Pendry with a recommendation of top seller
Luggage arrives with how many minutes after check-in is completed?
10 minutes
What is an appropriate remark when closing an interaction with a departing guest?
"Good morning", thanking the guest, and inviting them to return back.
What do we address the guest with when greeting them?
Name
What are (3) amenities included in our destination fee?
Complementary espresso and waters in the room refilled daily, Pendry bicycles, Cadillac car service, Welcome Beverage, Taylor Academy guitars, 24/7 fitness center, printing assistance, welcome plush toy for children or dog toy for pets, etc