Verbiage
Instead of saying "That's not possible"
What is "What I can do for you is"?
what is offered either sparkling or still?
What is water?
ATM
What is PS's luggage team?
term when you have the power to fix a problem
what is empowerment?
icon used for disabled member
what is handicap icon?
what's our ceo's name?
who is Amina Porter?
this garnish elevates the our PS martini
what is Caviar stuffed olives
After greeting, what do we ask the guest to start with?
What is champagne and caviar service?
what is placed in front of guest after order is placed?
what is placemat, utensils and linen?
Acronym for wheels up
What is WU?
Before walking into a suite, what action do you take?
What is knock?
what is 2 servers
age requirement for the salon?
what is 21?
this classic cocktail includes gin, lemon, maraschino and creme de violette
what is the aviation cocktail?
Inappropriate farewell saying
Do you present hot/cold towels on arrival or before departure movements?
FIS
Federal Inspection Site
When a problem occurs and it's our fault, what should we do?
What is take ownership without blame?
how can you tell how many times a guest has used PS
What is number in parenthesis
a standard pour of wine is typically this many ounces
what is 5 oz
this is crucial when coordinating with team members during service
the goal of every guest interaction at PS?
what is creating a memorable experience?
What kind of listening should we use with a guest?
What is active listening?
AOA
what is Air Operations Area
examples of empowered decision making
what does the red cross icon mean
what is allergies?
What questions do you ask when someone orders a latte?
these are unexpected touches that elevate the guest service
what is surprise and delight
VERY IMPORTANT phrase we use to ask the guest before putting in an order *we use a magnet on suite doors to indicate this*
guest says they have allergies, what should you do?
What is know your menu and offer suggestions or alterations?
Vehicle Cleared
Scenario: guest w/ tomato allergy orders PS burger and it comes out with tomato jam still on it
What is "apologize to guest and immediately notify kitchen to expedite refire"
how long do you have to read over member profiles?
what is 30 minutes
the key difference between luxury service and standard service?
what is anticipation of needs?
this system tracks guest movement and preferences
what is PSNAX
How to greet a non-gender conforming person?
What is use their first name or ask the guest?
Question for guest before they depart
What is "can i place a to-order for you for your flight?"
taking member from their car to depart PS
What is knocking/grabbing?
Luxury recovery formula
listen without interrupting, empathize genuinely, apologize without excuses, resolve immediately, follow up personally
What steps do you take when a member has allergies?
What is notate it on the Toast tab and go back and speak with the kitchen staff?
This makes the guest feel recognized immediately upon arrival
what is using their name and personalization?
this department is considered the "brain" of the operation
what is control room