Quore
Logging any items that are missing found and/or packages received for guests.
What is Received Guest Packages/Lost & Found?
Platinum and above may check out late. They may request late checkout via central reservations at check-in, or via mobile.
What is 4pm late check out?
Always use guest name, "rewards number", confirm credit card type and offer additional assistance.
What is Loyalty status/Mobile check-in acknowledged?
Highlight Rewards Members arriving. Communicate to next shifts via Quore. Review Special Requests and VIP Notes for information regarding incoming guests’ requests. Communicate with Housekeeping Supervisor on duty regarding requests specific to Hskg(i.e. Feather-free rooms, microwave requests, cribs, roll-aways, etc). Communicate with Bistro regarding requests specific to Bistro (i.e. Romance Packages) Communicate with Front Desk regarding check-in notes. Utilize the MSG capability in each reservation to pop-up a reminder message at the time of check-in. (i.e. Tax Exempt forms, C/C authorizations, Internet reservations, Marriott employees, breakfast vouchers, etc) Review Rate Codes for Internet Reservations. Priceline Guests-verify we have an advanced deposit set for the stay. Expedia/Travelweb/Hotels.com-verify we have a C/C on file for payment or set to Direct Bill (DB is for Expedia guests only that do not already have a c/c on file in the payment section of the reservation)
What is Arrivals report?
1.1821%
What is the TAX?
Work order, Request, Guest Callback and Task.
What is ToDo?
Honor bed type and room type, if not honored they get a $50 compensation.
What is guaranteed room typed?
Applies to Platinum, Titanium, and Ambassador members.
Key Card/Packed delivery
What is hand to guest?
(Do not just lay on the counter)
Check Credit Limit for Internet Reservation Guests and ensure there is a C/C on incidentals or an SD in folio if the credit limit is negative. Verify that all paying guests have a zero balance. Notify guests that still have an outstanding balance. Lock out if necessary (make new card in FOSSE and physically go to room. Use new card to open door. This will cancel out any other cards, thus locking out the guest)
What is Prepays & Guests Over Credit Limit? (F8-Foffice-Reports-Guest Prepay List-Enter-Print)
Verify we have accurate advance deposits on all rooms appearing on the list. Make sure printers, copier and fax machine is filled with paper. Review the schedule of events to be aware of all events using our Meeting Space. Check BEO for events being held in the Conference Rooms
What is Q45?
What is Mail?
Platinum members and above have the choice of 500 points per stay or US$10 F&B credit per day.
What is Elite Welcome Gift?
What does the property have to offer and attractions we have? Tailor amenities to the type of guest that you're checking in?
What is hotel amenities/property and are attractions?
Verify at other FOSSE station that the C/C is for a Priceline reservation by pulling up the guest’s reservation. Ensure there is a SD in the folio or a different C/C on file for incidentals. If there is not, contact the guest immediately to clarify this. Go back to other FOSSE station and press F1. Over-ride the authorization amount to $0.00. Once necessary changes are made, continue the dial-out authorization process by pressing: F4-Y-F10-Print
What is Credit Card approvals?
(F8-Boffice-Credit Card/Check Maintenance-Status-Check Folios For Additional Authorizations-Y-Enter)
Hot Breakfast one hot breakfast entrée and beverage
Continental any two items from our breakfast breads, or cereal and fruit section, plus one beverage
What is breakfast for one?
Communication about everything and anything. Information that needs to be relayed to the next shift.
What is Logs?
If walked guest receives a $100 compensation with 90,000 bonus points.
What is ultimate reservation guarantee?
Applies to Silver, Gold, Platinum, Titanium, and Ambassador members.
Use guest name at least 2 times.
What is guest name?
Verify GNS from previous Audit was not a Marriott Reward Member. If you find GNS that is, communicate to GM/AGM/OPS ASAP. Check outstanding balance. Anything over $1000 must have payment posted to the folio using the C/C on file (exception would be to guests departing for the current day) Direct bill guests can not have payment posted using DB. Check Credit Limit for Internet Reservation Guests and ensure there is a C/C on incidentals or an SD in folio if the credit limit is negative.
What is Guest Ledger?
Hot Breakfast: One Breakfast Sandwich/Burrito of your choice, our Avocado Toast, Eggs Your Way, Lemon Blueberry Ricotta Pancakes, Banana Bread French Toast, Classic or Vanilla Nut Oatmeal, plus one beverage
Continental: Any two items from our breakfast breads, or cereal and fruit section, plus one beverage
What is corporate breakfast for one?
Flexibility to check in and out of the room outside of normal arrival and departure times.
What is Your24? (only for Ambassador)
Always offer additional assistance.
What is asking further assistance?
F8 -> Foffice -> Folio maintenance -> Bucket Check
What is the Bucket Check?
Communication with bistro for guests who have breakfast rates, or if you want to add Ecoupons.
ADV DEP, always writing in notes, informing the next shift.
What is communication/notes?