Hilton Honors
True or False, all Hilton Honors statuses should be recognized at check in.
True! All Hilton Honors Members, regardless of tier, should be recognized.
When should we respond to Atlas emails?
What is the proper front desk attire?
Required unwrinkled uniform shirt, black or navy blue pants, and your own name tag.
What shift should PIOC be entered into housekeeping?
Audit
What areas should be cleaned on each shift?
Front desk, empty garbage, and vacuum both front and back office. Business Center, organized, clean, and stocked.
False! Unless the Diamond Member has e-checked in with a digital key, we should still be electronically capturing their credit cards.
By what time during AM shift should we be following up with Hotel Connections about pre-registered Atlas reservations that have not arrived by their specified time?
12:00 pm.
What items are NOT permitted at the front desk?
Earbuds, cell phones, and laptops/tablets. ALL personal items.
What 2 pieces of information do you need in order to send a credit card authorization form?
Name of the guest and (correct) email we are sending the authorization to.
Verify the proper ID and record it into the reservation.
What report can you print to complete "My Way Preferences" for gold and diamond guests on a particular arrival date?
CRM
What 3 things should we do when we see a "Pending Reservations" report email?
Print the pending reservations list, record the confirmation numbers, and place in Meagan's box.
When is it an appropriate time to take/make personal phone calls?
On your lunch break, 10 minute break, or in case of an emergency step away from the front desk and go into the back office.
What 3 things make a tax exempt form valid? (Not a GSA card)
A seal of the agency and/or official letterhead, signature of the guest, and the correct occupancy dates.
Someone calls looking to book the meeting room or boardroom, it is the weekend and Meagan is out of office, what 2 things could you do?
Completely fill out the Sales Inquiry form (available at the front desk) and put in her box. OR connect the person to her voicemail.
What tier Hilton Honors receives the "My Way" choice of either 250 bonus points or a snack and beverage at check in?
Gold or Diamond
Contact Hotel Connections via email and ask them to confirm that reservation.
A guest is entering the lobby you should...
Look, smile, and greet the guest. Also known as the 15-5 Rule.
If you are busy at the front desk and the phone rings how should you answer?
Thank you for calling the Hampton Inn and Suites of Moreno Valley, I am currently assisting another guest, may I put you on a brief hold?
AUDIT! If you have no showed a guest, but the same guest arrives after you have completed audit, what should you do?
Create a new reservation copying all of the guest information, room type, rate, and payment information. Remember to go back to the "no showed" reservation and adjust off both the charges and the payment on that reservation. Post room charges for the night missed on current reservation.
What is the current promotion for signing up guests for Hilton Honors?
5,000 multi-stay points. 2,000 bonus points for the first stay, 3,000 bonus points for the second stay both within a 6 month period.
You receive an adjustment request, what four pieces of information should you ensure are correct?
The arrival date, the arrival time, the departure date, and departure time.
List 5 things that are prohibited at the front desk
What areas should be stocked at the end of each shift?
Suite Shop, Hilton Honors snacks/beverages, Coffee area, Guest Amenities Drawer, Front Desk supplies and business center.
What are 5 things that ensure guest security?
Requiring ID for duplicate keys, asking for the last name when needing to locate a room, electronically capturing credit card, not giving out guest information, not checking someone into a reservation who is not listed as an added guest.