Safety/Security
True or False: If the guest asks for their room number, it is ok to say it out loud.
False
10-5 Rule
At 10 feet, acknowledge. At 5 feet, greet.
What year was the hotel completed and opened as the Playboy Club?
1968
This program awards the recipient $200 and the nominator $50.
High Five
What we say makes up this percentage of communication.
7%
38% Vocal
55% Nonverbal
If a guest does not have their ID, we can confirm THIS information to provide them a key.
NOTHING. Public Safety must be called to assist.
OOO/OOS
Out of Order / Out of Service
How many acres does the property stand on?
1,300
H.E.A.R. Model
Hear. Empathize. Apologize. Respond.
As an hourly associate, you are empowered to provide recovery up to this amount.
There is no limit!
A guest checked out 30 minutes ago, but returns to the desk saying they left something in the room. The room is currently listed as Vacant Dirty. What do you do?
1. Confirm ID and provide a temporary key.
2. Call Housekeeping.
A comment in a group reservation states this reservation is "IPO" What does this mean?
Individual Pays Own
What is the name of the FOUNDER of Marcus?
Ben Marcus
Finish the sentence.
"Say YES, when the answer is NO..."
And find alternate solutions
True or False: A guest who experienced no issues is more likely to return than a guest who had an issue, but was recovered.
FALSE.
A guest who encountered an issue, but was properly recovered is more likely to be an advocate!
This is required to transfer a call to a guest room.
Last Name AND Room Number
When you click on routing, the reservation is set up as "RTR"
Room, Tax, Resort Fee
During the Playboy days, this upper floor room was originally referred to "The Penthouse"
Evergreen Ballroom
What are the four tiers of service recovery on the Problem Solving Matrix?
The Fixer
The Hero
The Ambassador
The Advocate
What are 5 options available for you to recover a guest?
ex. Grand Experience Card, Dining Credit, Folio Allowance, trip to Gift Shop, waterpark passes, late check out, upgrade, etc.
The options are endless!
This is the EMERGENCY NUMBER for Public Safety
NPS
Bonus 500 Points for how to calculate it.
Net Promoter Score
What year was the spa built?
1993
Marcus Mission
SERVE People
CREATE Memories
DELIVER Exceptional Experiences
A guest states they were given a complimentary 2pm checkout, but cannot remember who they talked to. There are no notes on the reservation. What do you do?
Give them the late checkout.