Hilton Honors
What is the lowest Hilton Honors tier level that includes F&B credit or points?
Gold
What is the first question you should ask a guest approaching the front desk?
How may I assist you today?
It is important to contribute towards the overall experience by letting the guest know you are available to assist in whatever they may need rather than assuming with, "Checking in? Checking Out?".
Where can you find information about group details relating to special parking rates, breakfast, etc.?
Group Resume!
As Group Resume's are distributed, the Group Binder should be updated.
Where can you find information about Corporate Accounts related to breakfast, or method of payment, etc.?
Corporate Rate Sheet.
As new accounts are brought in, Corporate Rate Sheets should be updated in the Binder. Look out for emails as they can be updated frequently.
What is a third party reservation?
Non Hilton Reservation
As a Hilton Honors Diamond Member, what benefits do they receive?
2 waters, Free Wi-Fi, complimentary early check-in if available, complimentary room upgrade if available, $15 F&B credit per guest up to 2 guest, totaling $30, 1,000pts per stay, bonus Hilton Honors Points (applied automatically after stay).
What is the 10/5 rule?
When within 10ft acknowledge guest with eye contact and/or wave, 5ft verbally greet the guest.
Are discounted Valet charges automatically applied for Groups?
No. We must ensure the posting is correctly entered according to the Group Resume before turning on this feature within OnQ.
*This helps eliminate having to make adjustments on group billing at the end of their stay.*
Who qualifies for a corporate rate?
All companies are welcomed.
How should the receipts be set up?
Depends if it is pre-paid or not.
The Hilton Honors F&B credit is applicable to what amenities at our hotel?
Grab N Go
The Rosemary Room/Bar
When checking a guest in , what points should you be going over based on their reservation?
Guest info, days of stay, check out date, room type, how many guest in room, incidentals, valet parking (be specific with valet parking).
I'm trying to put a corporate rate in, the system does not allow me to, can I force sale it?
No.
The reservation you are trying to book may not qualify for the dates request (no availability).
Can Hilton Honors be applied to a corporate rate reservation?
Yes,
Some reservations might come in that way.
If a third party reservation is pre-paid, in what receipt should you have room/tax?
Receipt B should have room/tax
If a Hilton Honors member booked their reservation with a breakfast rate, do they receive a breakfast voucher?
Yes, ALL reservations with a breakfast rate code should receive a breakfast voucher.
After checking the guest in, what should we be doing?
Let the guest know you will be coming around the counter to provide them with information of the amenities in our hotel.
How can you find the Group's main point of contact?
They will be listed on the Group resume.
"Should sales not be available to approve any add ons, you can reach out to the group contact directly."
What is the average number of nights needed to obtain a corporate rate?
50 within a 12 month period.
*New hotels qualifications are reduced from the standard 100 night qualification to establish relationships with the hotel"
What kind of modification can you make to a third party reservation?
Room type ONLY
The property must provide a “GREAT” Welcome to every Hilton Honors Member at check-in, what is the "GREAT" welcome?
G – Greet them by their name and welcome them back if they are a return guest
R – Recognize and celebrate their tier
E – Explain their Hilton Honors and brand benefits
A – Add a personal touch
T – Thank them with a smile
During the check-in process once the guest inserted their credit card and the failed authorization screen pops up, what do you do now? Do you continue to provide them with keys?
During the check-in process once the guest inserted their credit card and the failed authorization screen pops up, what do you do now? Do you continue to provide them with keys?
Can the front desk create reservations upon request for a group with a reservation method of rooming list only?
No.
*The front desk will need to either call Sales to get this approved since room/tax charges are typically routed to the master account or speak with the group contact directly to get this approved. You can then send an email to Sales to communicate"
What is the only corporate account from our current list that does not require a credit card for incidentals?
Norman USA!
*This account only needs ID at check-in. Incidentals should be closed and paid for directly with the outlet whether it be restaurant or market items*
Can I cancel/refund a third party reservation?
No, any changes for third party reservations require a supervisor/manager approval.