Dining Credits
What are the 2 type of dining packages that we offer?
Breakfast/Lunch & All Meals
How many of each pass should you have at the beginning of your shift?
10
A guest is checking in and it is their birthday! What can we provide them?
A birthday wristband
Where can you find hours of operations?
Daily Howl
What type of reservations need routing?
3rd Parties. Groupon, Expedia, HGV, and RCI.
Where can a guest use their dining credits?
Any FNB outlets. Nothing Retail!!!
At the end of your shift, what items should you re-stock at your station?
Wristbands, key packets, lanyards, pens, markers.
A guest calls and says that they were charged for pool towels, but returned them during their stay. What do you do?
Refund the guest (post an adjustment in billing and refund for amount charges)
What do you do if there is an item you want/need for the department?
Write down the item on Heather's "Please Order List" on the door.
A parent comes up to the desk and says they can not find their child. What are the questions we need to ask them?
Where can you find the dining credits?
Packages > Package Postings > Breakdown
When pull your cash/check report at the end of your shift, what two transaction codes do you need to pull?
9000 & 9001
A guest is checking and they're a veteran/first responder, but was not able to apply the discount when making their reservation. Is there anything we can do? If so, what?
Yes! We can check the HEROS rate compared to what they have now. If the HEROS rate is better, change the rate code on the reservation.
Don't remember what is included in a package? Where can you go to check?
Knowledge Book!
What is the difference of a group and an individual check-in for a group?
Individual - Group will be checking in at the front desk for each reservation. Normal check-in procedure.
Group - The group leader/coordinator will be coming to the desk to pick up all of packets for each of the members and distribute them.
What should you do if there are postings on the bill for food when they still have credit on the plan?
Adjust the charges in billing using code 5105 for a negative amount. Then post to code 5101 with a positive charge of the same amount in order to deduct the amount from Package Postings.
Does each individual agent need to reset the chip readers when they come in, or does the opening agent do that?
Both! The opening agent will reset all the chip readers, but you should also be resetting your own reader at the start of your shift.
A guest comes to the desk and says they were waiting for over an hour for their buckets order. What can you do for them?
First, apologize for the wait they experienced. Refund/discount the guest for their order (if it was charged to the room)
Your station is missing pens and markers, you also do not have any notepads. Where can you find these items?
Cabinet in the PBX office labled "GS Office Supplies"
A guest came to the desk and you assisted them with moving their room. What is the next step?
Inform a leader that you moved the room and the reasoning. We may need to place the room OOO or contact housekeeping to re-clean it. Never move a guest and not inform anyone.
What is the amount of credits that guests get with the two different dining plans? What are the pricing of the packages?
Breakfast/Lunch - $29.99 per person/per day ; $15 per person/per day
All Meals - $42.99 per person/per day ; $30 per person per day
You clock in your shift at the beginning of the day. When its time for break, you clock out but forget to clock back in. Can you correct this on your own?
Yes! When you clock out that day you can add in your back time, or you can correct it your next shift when the time clock prompts you to correct a missing punch.
A guest comes to check out and informs you that last night their A/C was not working at all and its the middle of summer. Engineering was already sent to the room the previous night to try and correct, but it was still hot all night. What is your next step?
First, sincerely apologize that they had to go through that! Every guest is different. Discount/comp is needed for the guest, verify with a leader before proceeding with any adjustments.
You have a great new idea for Guest Services on how to better your job and/or the experience for our guests! What do you do about it?
Scan the QR code for the suggestion box, or write down your suggestion and put it in the physical box in Heather's office. You can also set up a 1:1
What needs to be presented by the guest at check-in in order to complete the entire process?
ID of guest who's name is on the reservation. Credit Card that matches their ID. Credit Card that was used for the deposit with the card holder present with ID.