Show:
Best Practices
Forbes Standards
The Townsend Basics
Who's Job is it?
Role Play
100
If a guest has a book in their room, what should you do with it during stayover service?
Place a Townsend bookmark in it.
100
Should you use the guests name if you're not sure how to pronounce it? If so, how many times?
Yes! You will not lose points for mispronouncing. At least 2 times. 3 is best if a longer conversation.
100
Basic # 12 - Follow the Townsend grooming and hygiene practices. List 3 important hygiene practices that should be followed every day.
Any 3 of the following will be accepted: Shaving, Showering, Wearing deodorant, Appropriate jewelry, Hair color, Nail color & length.
100
Who's job is it to Strip Rollaways?
Housekeeper/Room Attendant
100
The 10/5 rule states: Always make eye contact with a guest when they are within 10 feet of you. When they are within 5 feet of you, greet the guest with a "Good morning", "Good Afternoon" or "Good Evening". Role play using the 10/5 rule.
Great job!
200
If a guest removes the pen from the room, what should you do during stayover service?
Replenish it. All items should be replenished during stayover service.
200
If a guest has their personal items scattered throughout the room and guestroom, should you leave them alone?
No! All guest items should be organized in the bathroom and guestroom.
200
Basic # 14. Practice good sanitation. ________ is the most effective way of preventing the spread germs and diseases.
What is Hand Washing?
200
Who's job is it to vacuum the hallways in front of the elevators?
Housemen. Room Attendants should vacuum out of the guestroom and the area immediately in front of the guestroom doors. Housemen are responsible for the entire hallway. PAC can help too if they have time.
200
A guest is locked out of their guestroom and approaches you to be let back in. Role play the correct procedure for granting them access to the room.
Always check ID and verify with your task sheet or by calling the Front Desk from a house phone before letting a guest into a room.
300
Should mirror closets be left locked, or unlocked? And why?
All mirror closets should be locked. This is for appearance of the hallway and also to keep supplies secured.
300
A guest calls for toothpaste to be delivered to their room. How should the toothpaste be presented to them?
On a tray or in a gift bag. Bonus Question: What are the steps of making a guest delivery?
300
#19 Know your role in an emergency situation.
Where should you go if there is a fire alarm? Where should you go if there is a tornado warning?
300
Who's job is it to pick up a piece of trash in the hallway.
Everyone!
300
A guest approaches you in the hallway upset that their room has not been serviced yet. Role play how to handle the situation.
Great job! It is always good to use the L.E.A.R.N system. -Listen (don't interrupt) -Empathize (show them that you care) -Apologize (say the words "I'm sorry") -React (Make it right) -Notify (Tell your supervisor)
400
How many magazines should go in every guestroom? Name the 4 magazines
4 Magazines. -Cadillac -Max Mara -Birmingham -Oakland County Prosper
400
When cleaning a guestroom, you notice newspapers are scattered on the desk. What should you do with them?
Neatly organize them on the desk.
400
#13 Take pride in your workplace. Keep your work area neat and be respectful of the work areas of others. Give an example of someone else's work area that we should be respectful of?
Examples could include: Service hallways & closets, Laundry Room, Housekeeping Office, Garage, Cafeteria, The Regency room.
400
Who's job is it to pickup a room service tray left in the hallway?
In Room Dining. Although it is IRD's job to retrieve the trays, it is our responsibility to keep the hallways clear. This means calling IRD when there are trays, or helping them out by placing in the service hallways.
400
A Supervisor calls you on the radio and asks you to bring linen to the 3rd floor. You already have 2 calls ahead of you. What should you say on the radio?
"Copy that". Use pen and paper to make a list of radio calls. Supervisors understand that you have more than one task to complete. You don't need to tell the Supervisor how busy you are on the radio for the entire department to hear. You are always welcome to come to the office and ask for help if you are feeling overwhelmed.
500
How often should the fitness center be visited and touched up? Who's job is it?
Every 20 minutes. Primarily PAC, but everyone needs to help with this.
500
How should you close every interaction with a guest?
Thank them for staying with us.
500
Basic #11 - Wear your uniform and nametag with pride. Is everyone on your team that is wearing a uniform also wearing their nametag?
Great job!
500
Who's job is it to dust the minibar shelves?
The Housekeeper/Room Attendant. It is very important to dust the minibar shelves, especially the top glass shelf in LS's. The minibar attendant will dust the items, but the Housekeeper must pick up items and dust under them.
500
A guest walks up to you and asks: "Why are all these fans lined up outside the hotel?" Do you have a sports team or someone famous staying here? What is the correct way to respond to the guest?
"I'm sorry, I can't discuss the identities of the guests or groups staying at the hotel".