Show:
Guest Perception
How To
Policies
Reservations
Rates
100
If a guest has had a problem we encounter frequently, and you have offered friendly service and a fast solution, explain why the guest might still be upset.
What is the guest may feel like we do not care about their concerns? (Discuss - ex: keycards)
100
List the steps to set up a reservation to be state tax exempt.
What is go to Options, Routing, Click the "Window" bubble at the top, New on the side, search for *Nontax, select it, enter 1210 in routing instructions, select Window 3 to route the taxes to, and Okay?
100
Explain what you should do when a guest asks you for a key card to a room but does not have their ID on them, or shows you an ID but their name does not match the name on the reservation.
What is offer to have someone go up to the room with them to verify their ID if it is in the room, or politely explain that we cannot issue key cards to anyone not registered to the room and offer to contact the person using the information we have on file for them to request permission to make a key for them?
100
Talk about what we can do to prevent a guest from trying to check into another guest's room while making the reservation.
What is ask, if you are not sure, if this reservation is for the person to whom you are speaking, or for someone else, and if it's for someone else, get their name and either make the reservation in that name or add their name to the reservation?
100
Explain what makes a guest qualified (or not) for the state/federal rate.
What is a state or federal employee ID presented at check in, and tax exempt status of the agency for which they work?
200
This is the most important thing you can do when a guest is upset.
What is listen to the guest?
200
List the steps for adding a reservation that has already been made to a group block.
What is find the reservation, click the drop down arrow in the bottom left corner of the reservation screen for the box that says "block code", click on which block you want to add it to, and click "select"?
200
Explain how you handle a situation where a guest shows up to check into a room reservation that we made in someone else's name.
What is contact the person whose reservation it is using the information on file and request permission to check the other person into the room? (Or, if they cannot be reached and it is unlikely they would return the call that same day, offer to make a new reservation under the person checking in's name with their own credit card and cancel the other reservation and change the billing if the original person calls back.)
200
Explain what you can do when making a reservation to prevent a guest from coming to check in and saying their room is supposed to have already been paid for.
What is ask the person at the time of making the reservation if the guest will have the credit card present with them at check in, and if not, send them a credit card authorization form?
200
Talk about why a guest may be qualified for a special rate, like a company negotiated rate or the state/federal rate, but not be able to get it at certain times.
What is rates are subject to availability? (We close out negotiated and government rates at certain times which means that even if someone meets the qualifications for a rate, they cannot get it during those restricted times.)
300
Remember, guests do not know our personalities or have any background information on us. There is one thing we always have to remember to do that is the first step in making our guests feel welcome to approach us...
What is SMILE? :)
300
Explain how you would check to see if a company has direct billing set up with us.
What is search for at least the first part of the company name with a % sign in front of it in the company box when making a reservation, and see if their company name appears on the list of search results with a series of letters under the "A/R No." column?
300
List the information we need when someone calls the hotel and requests to be transferred to a guest's room.
What is the name of the guest and the room number? (Discuss how you can handle it if the person calling only has part of this information, like the guest's name only)
300
Give an example of when we can add a reservation that has already been made to a block and when we cannot.
What is add the reservation to the block if it was made directly through us or through our website, but not if it was made through a third party with a third party rate, such as Expedia, Orbitz, Hotels.com, Hotwire, or Priceline?
300
Explain when you would match a rate that a guest says they found online.
What is check online where they say they're looking to see what they're looking at, and match it if you can find it on our website, or if it's pretty close to our rate on a third party? (Discuss how to handle when you can't find it or if you click on it and it doesn't let you select the room at that price for the dates the guest is wanting to book, or if it is significantly lower than our current transient rate.)
400
In any job, after awhile it becomes routine for us. But for many of our guests, this is the first time they have ever been here. Give some examples of things we might take for granted that the guest may not know.
What are: Parking options, location of guest elevators, restaurant/lounge hours, location and hours of pool and fitness center, things to do in the area, etc. (Discuss)
400
Explain how to set up a reservation to be direct billed to a company.
What is click options, routing, make sure "window" is selected in the bubble options at the top, search for the company name, select the company if it has an A/R number, and click "select", then select window 2 in the drop down box and fill in the routing instructions? (RLS, RT, etc.)
400
Explain the procedure for when someone turns in an application at the front desk during the day, and after hours.
What is check to see if they have completely filled it out - (valid email address, references with phone numbers, etc.), and contact appropriate department head to see if they have time to do an on the spot interview? After hours: What is check to make sure the application is filled out properly, and leave under HR (Keelie's) door?
400
State what we should always advise someone who is making a reservation for multiple rooms under one name.
What is give us the names of the other people staying in the room with them and their other rooms, so that no matter who arrives first, they can check in?
400
Explain why you would raise or lower the rate for a guest, and give one example of a time you would do each.
What is negotiate with the guest to secure the reservation and get them the amenities they are looking for? Example of raising the rate/upselling: Raise rate $10 a person in room to include breakfast or sell them one of our packages that includes the number of breakfasts they want. Example of lowering the rate: Offer a AAA discount of $10 off the rate IF they are uncertain about booking at the transient rate quoted, as guest perception is sometimes that any discount we offer means they are getting a better deal than they might at the next place they try.
500
List the steps for walking a guest to another hotel and making sure they feel taken care of.
What is get a walk form, apologize and explain to the guest that the hotel is oversold, and let them know they have several options. Offer to either get them a room at another property or give them $100 cash (and let them know if they take this option we do not find them a room), have them sign the walk form, get a photocopy of their picture ID if they take the cash, and reserve a room for them elsewhere if they choose the walk option? (Discuss empathizing with guest.)
500
Explain what you can do when a guest comes in after hours or on a weekend when the sales office is closed and wants information about having a wedding/reception/block of rooms here.
What is give them a packet of information about weddings/receptions found in the organizer on top of the filing cabinet where we keep various policy forms and checklists, offer to either show them or have someone else show them some of our vacant, inspected rooms, and give them a business card with our contact information and write on it when someone will be back in sales, and get the guest's contact info to give to sales to follow up?
500
Explain whether or not we take checks, if so, what kind, and if it would matter when we would take them.
What is yes, only company checks, and we can post them at any time right up until checkout?
500
List the different colors and kinds of breakfast tickets and when we use them.
What is green tickets for service recovery, red group tickets as designated and set aside by Tammy for groups, pink tickets for Romance Package, blue tickets for Family Package and Business Best Package, red transient for Groupon and other rate codes that include breakfast but don't have their own special ticket?
500
Explain what you would do if someone called or came in over the weekend when Sales is closed wanting information about getting a block of rooms.
What is find out what they need, quote them transient rate but let them know they can negotiate with one of our sales team, give them one of our cards, and pass on their contact information to sales?