Routing
AMEX
Checklists
DUS
Random!
100

Name the Expedia codes that are always routed

EXMER & EXPAC

100

What happens to unused AMEX credit at the end of a guest's stay?

It is adjusted off!

100

What items on the checklist must be completed every shift?

Trick question - All!

100

What year did the Crawford open?

2014

100

What do you recieve if you someone names you on a review? 

$10!

200

What are the rules for payment instructions for third party reservations?

Window 1: 5 and 50

Window 2: 2 and 0

200

Where can the credit be used other than dining?

Valet and the Oxford Spa

200

What must you do when you print out your "Negative postings" report? 

Write the reason why any negative postings where placed on a folio - was it a service recovery?

200

What year did DUS open?

1881

200

What award, commonly known for crowning restautants, did the Crawford receive this year?

A Michelin Key!

300

Name at least 3 routing codes that are NOT Expedia or AMEX

PLC, HOPPMER, HOPPGRPM, HTLTNT

300

Which restauants can be charged to the room using AMEX credit?

Terminal Bar, Cooper Lounge, Milkbox, Pigtrain

300

How do you check for any cancellations within our policy window? 

Opera -> Reports -> Manage Reports -> under report name “cancel”

300

Name all DUS restaurants and shops

Ultreia, Mercantile, Snooze, Press, Milk Box, Pig Train, Terminal Bar, Five Green Boxes, Tattered Cover, the Cooper Lounge

300

Between what hours are Sertifis NOT offered or accepted?

10pm - 7am

400

Which Expedia code is routed some times, but not all the time, and how to we confirm if it is routed?

EXCOR - check the Expedia portal!

400

Name all AMEX Hotel Collection benefits

Early check-in on availability

Room upgrade (even if not available)

$100 credit

Late check-out on availability

400

Name a few ways that you can do service recovery

Comp DAF, Comp meal, Fix broken item in room, leave a surpise and delight 

400

What did the sign in front of DUS used to say? (Hint: you can see this on the south guest elevator decal)

Mizpah

400

How should you prepare for a back-to-back reservation?

Prepare alerts in reservations, make custom keys that last the entire length of the guests' stay, confirm ID and add card to both reservations, email housekeeping and add a note to your pass along, add an alert to check-out first reservation and check-in the second!

500

How are Capital One deposits taken?

Check the amount in the Capital One Hopper portal - take the deposit as you would for an ADV reservation and be sure the deposit is moved to window 2 before the guest checks out!

500

Name all AMEX codes (Hint: there are 6)

AXTHCM

AXTHCSOM

AXTHCA

AXTHSOA

AXTHCADVA

ACTHCADVM

500

What should we be notating for housekeeping standup at 10am?

Late departures, Amenity rooms needed, Any site tours, Any "Half-day" room use, Any service recoveries handled due to condition of room

500

What year did DUS burn down?

1894

500

What should you do if a third party reservation would like to extend their stay?

Confirm a rate with the guest, extend the reservation, adjust routing to reflect the new days going on the card presented at check-in