Mobiles
True or False: With Mobile Check-Ins, the keys must be made in advance.
15 minutes
Explain the 15/5 Rule
15 feet: You lock eyes and smile
5 feet: You speak: Good morning!
How many minutes do you have to answer and close a chat?
15 minutes
How loud should the Lobby TV's be?
Muted
When a guest using Mobile Check-In, we have to say these 2 things:
1. We've been expecting you.
2. Thank you for using Mobile Check-in.
True or False: It is okay if a front desk associate uses earbuds or headphones at the desk as long as we are slow.
False.
How many new cases do you need to make per day per hotel?
4
What is the L in the LEARN Model Stand for?
Listen
What is the code you must put in a folio before you cancel the reservation to make sure the guest does not get charged a cancellation fee?
W6
True or False: With a Mobile Check-in, we must fill out a Pre-Arrival Card.
True
In order to have an error free check-in, these 3 things must happen:
1. Correct Room
2. Keys Work
3. Room is Clean
How often do you review the Highly Actionables?
At least once per shift
What is the most missed part of the LEARN Model?
Empathize
You have to say your Empathy.
If that happened to me, I would feel ______.
Your Whole Team sings "Itsy Bitsy Spider" with all of the moves.
The Itsy Bitsy Spider went up the water spout.
Down came the rain and washed the spider out.
Up popped the sun and dried up all the rain and the Itsy Bitsy Spider went up the spout again.
With a Mobile Check-in, we must confirm the last ___ digits of the guest's credit card.
4
What do you do if you need a new uniform?
Tell Heather
If a guest requests to put another guest on their reservation through the chat or the phone, what question do you need to ask the guest?
Who is paying for the room. If the guest is paying for the room, we need to send them a Sertifi link or CC Auth Form. If their guest is paying for the room, check in as normal and make sure the guest swipes her cc.
Briiing! Brrrring! The phone is ringing and it is from outside of the hotel. How do you answer the phone?
Good morning! Thank you for calling the Indianapolis-Keystone Residence Inn & SpringHill Suites. This is (Your Name). How can I assist you?
What is the one 3rd party that you do not remove the taxes for when going through the reservation?
What are the 3 questions you have to ask yourself before sending a Mobile Key?
1. Has the guest stayed here before?
2. Does the guest have a special rate code that needs a special ID?
3. Does the guest have a valid credit card?
At the end of every guest interaction, you must do these three things:
1. Offer further assistance: "Is there any other way I can be of assistance?"
2.Offer warm closing like "Have a great night!"
3. Offers appreciation: "Thank you for staying with us"
What category in the drop down menu do you click on to find the Highly Actionables?
GPS (Guest Planning Screen)
Show me how you would announce yourself when delivering a requested item to a guest room.
Knock 3 times: Guest Services.
Good afternoon, Mr. Smith. Here are the towels you requested. Is there anything else I can do for you?
Thank you and have a great night!
Your whole team must sing "I'm a little teapot" with all of the moves.
I'm a little teapot short and stout.
Here is my handle. Here is my spout.
When I get all steamed up here me shout.
Tip me over and pour me out.