H.E.R.O. & LEARN
A guest is late for the 10:10 a.m. shuttle and now is worried he will be late for his 10:50 flight. What do you do?
Listen and Empathize with the guest. Look for alternative driver who can take him over.
True or False.
If a guest is Platinum Elite or higher, you must confirm their checkout time at check in.
True
True or False:
It is okay to sit at the Front Desk when there are guests in the lobby.
FALSE
True or False:
All Bonvoy Members are asked to Spin the Wheel at Check-In
We need to recognize every single Bonvoy Guest at check-in.
Sing "The Itsy Bitsy Spider" with all of the movements.
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.
Mr. Brown's remote control is not working. What do you do?
True or False:
Everything must go in GXP, even requests guests make on the phone prior to arrival.
True
The telephone must be answered within this many rings.
3
True or False:
It does not matter what our Elite Appreciation Scores are because they have not effect on our Intent to Recommend Scores.
False
What is the name of the Courtyard program that allows us to recognize our coworkers for a job well done?
The Mighty Oak Achiever Program
Mrs. Gomez called down from 219. There is water coming out of her bathroom ceiling. She laughs because she did not realize this room came with its own water fall. What do you do?
Listen to Mrs. Gomez. Let her know that had to be very alarming to have water coming from the ceiling and apologize to her. Let her know you can bring up new keys to a new room so she can stay dry and an Engineer can come in and work on the leak. Report immediately to Engineering and put in GXP. Thank the guest for letting us know and being such a good sport about this.
True or False:
The Front Desk Associate must mention the word "UPGRADE" to all guests who are Gold Elite or higher upon checkin.
True.
Remember upgrades can be suites or high floors or courtyard facing rooms or complimentary high speed internet.
You are working at the Front Desk and there are 3 front desk agents and it is slow. You look at The Bistro and they are swamped. What do you do?
Help them. Bus and wipe down tables. Drop French Fries. Ask what you can do to help.
If a guest does not have a Bonvoy Number on their folio at the time of check-in, what do you do?
Ask if they have a Bonvoy Number. If they do, add it. If they do not, ask if they would like to become a member and sign them up.
A daily 10-15 minute meeting to go over what is happening that day and do a small training session with the group.
American Airlines Flight Crew 0960 has 4 members of its crew that are supposed to leave on the 4:40 a.m. shuttle. Only 3 members are down stairs waiting on the shuttle. What do you do?
Listen to the guests' concerns. Let them know that has be alarming that their coworker is not down yet. Call the room to see if the coworker is still there. Ask the crew if anyone has her cellphone number. Go to the room if necessary. If the guest is still missing, ask the crew what they would like to do.
Mrs. Applebottom, from room 204, calls down to request extra towels. What do you need to confirm with her before hanging up?
Room Number
Number and Type of Towels
Time it will take to deliver the towels
Is there any other way I can be of assistance?
True or False:
It is okay to to eat and drink and talk on my phone when I am at the Front Desk.
False.
Platinum guests and higher can have until what time each day to check out?
4:00 p.m.
What is the name of the App we use to communicate with each other?
Beekeeper
Mr. Ulm is here for his son's lacrosse tournament. They get ready to leave in the morning only to find their car has been broken into and all of the lacrosse sticks have been stolen. What do you do?
Listen to the whole story. Empathize with them. "That has to be the most senseless crime." Apologize "I am so sorry that this crime has happened to you." Complete an Incident Report. You ask the questions and write out the answers. Ask if they would like you to call the police. Ask to help tape up their window and vacuum out the glass bits. Notify your manager and let the guest know that Marriott Claims will be contacting them.
Captain Flyaway calls down from room 333 and would like a 6am Wake Up Call. What do you need to confirm with him?
Room Number
Wake Up Call Time
A guest calls who is coming in next Friday. She wants to request 3 sets of extra towels, 2 extra foam pillows and all of the bars of soap in her room facing down. What do you do?
First let the guest know you can honor her requests. Put into GXP and notes in FOSSE. When she checks in be sure to let her know we have honored her request of 3 sets of extra towels, 2 extra foam pillows and all of the bars of soap in her room facing down.
What is something you can do to improve your own Elite Appreciation Scores?
Acknowledge their status at check-in
Ask them to spin the wheel
Give them complimentary water bottles
Upgrade to suite or higher floor or courtyard view
Upgraded Wi-Fi
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.