Show:
WAH~!
WHATCHU MEAN?
KALDING BROKE EeeVRYTING~!
CHECKUM...
EAZAAY THERE BUDDY.
100
A Guest's Float has a Hole in it. What do you do?
What is "Empathize" with the guest and replace it for free!
100
What do you do if you notice a guest/child using the waterslide improperly?
What is "calmly and politely" ask the guest/child to refrain from the behavior. If guest/child escalates the issue, inform your lead.
100
What do you do if someone turns in a lost pair of goggles?
What is "thank" the guest for the item, log the item and make sure the item is turned into Housekeeping before the end of the day.
100
When opening at 7:00 a.m. you notice Banquets had a function and you have to put chairs/cabana's back into place. This causes you to run out of time to rake the sand. What do you do?
What is write a note on your checklist explaining the issue and communicate the issue to your lead. Leads, what do you do after being informed of the issue?
100
Engagement, what does it mean to Hyatt?
What is EVERYTHING!!! Being engaged encompasses being focused and attentive to guests and fellow co-workers needs. It is the difference between someone who loves their job, someone who just does their time and goes home, or the worst case scenario, someone who doesn't want to be here.
200
What do you do if an NG is mad and will not leave?
What is "calmly and politely" inform them that security will be called to handle the matter. Apologize and walk away.
200
What do you do if you notice an infant without a diaper or swim suit?
What is "calmly and politely" ask the childs parents to cover the child as a curtousy to other guests. If the parents do not have clothing for the child, offer a complimentary water diaper or provide options to attain one at Swim Wear. If guest escalates the issue, inform your lead.
200
What do you do if you notice a child is too short for the slide?
What is "calmly and politely" "Empathize, Apologize"explain to the guest/child that the child is too short to safely ride the slide. Offer the short slide as an option. If guest escalates the issue, inform your lead. Your job is done...
200
What do you do if your checklist says you need to prepaire oshi bori's for the day but you notice there are no more towels?
What is inform your lead of the issue. Leads, what do you do if you are informed by an attendant that they do not have the tools neccesary to complete their assigned duties?
200
What does the question "I have a best friend at work" really mean?
What is I am working with people that have the characteristics of a best friend, ie. trustworthy, caring, fun!
300
What do you do if a child skins their knee on the carpet?
What is make sure the child is alright. Provide band aid if just a minor scrape. Call Ext#55 if serious. Calmly inform Parents of accident. Ask parents if they would like an accident report completed by security.
300
What do you do if you notice the flagstone ramp is to slippery or steep for safely bringing the full bin of towels?
What is take the shipwreck farside employee elevator down to the 1st floor tunnel and roll the bin to safety.
300
What is the procedure if you notice a possible NG sitting on one of our wooden cabana's? You must act this scenario out with someone else to recieve points. This is a long one...
What is "calmly and politely" ask the persons if they are guests of the Hotel. If they are, "calmly and politely and DISCREETLY" ask them for their last name and room number." If they check out, "apologize" for the inconvenience and ask them if they need a towel. If it was an awkward situation, make sure to delight them! If they did not check out, empathize, apologize" explain to the guest that the pool is exclusively for guests of the Hyatt. Let them know you would love to have them join us but that they would have to register at the front desk." If guest persists, apologize and "calmly and politely" let the guest know security will have to be called to ensure our policies are followed.
300
DAILY DOUBLE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! QUESTION: What is the name of the beach that is in front of the Hyatt?
What is Keonaloa?
300
How important is it to Recreations that we have high engagement scores? What score do we need!!?
What is THE MOST IMPORTANT!!!! Our engagement scores indicate how we operate as a team, our success in guest service, our ultimate success in continuing to provide for our families! WE NEED 5's!!!
400
What do you do if you notice a Guest slam dunking a basketball/hanging on the Volleyball net/climbing on rocks?
What is "Calmly and Politely" ask the guest to refrain from doing the behavior. If guest escalates the issue with you, let your lead know and calmly walk away from the problem.
400
What if you notice a guest hopelessly searching for shade?
What is offer to bring an umbrella(if one is available). Bonus Questions!!! 100 pts each -What if an umbrella is not available? -What if the umbrella base has broken wheels or is on another pool level?
400
What do you do if you notice hazard on property?
What is do what you can immediately to solve or warn people of the hazard. Call or have someone call Housekeeping/Security/Engineering to place signs, close off, or repair the issue.
400
What do you do if someone tells you they will complete one of your checklist tasks for you and not to worry?
What is "thank them for the help." After the "helper" has finished, make sure to check that the "helpers" work is up to your standard. You are still responsible for the task...
400
What new system do we have in place that will bring us 5's on the survey question "I know what is expected of me at work." How can this system lead to improvements in other areas?
What is Check lists!!!
500
What do you do if you notice towels are running low?
What is call laundry to inform them that we need more towels. If they are backed up, let your lead know.
500
What do you do if the guest is upset about construction noise that can not be halted?
What is "Empathize and Apologize" to the guest for the inconvenience. Let them know that you would like to make them as comfortable as possible while in your area. If guest escalates the issue, inform your lead. After follow up from lead or manager is complete look for a economical way of delighting the guest.
500
What do you do if someone turns in a back pack? Careful, this is a tricky question...
What is check the back pack for items. If anything in the backpack is over $100 of value or contains keys/phone/wallet/ID's/Credit Cards, call security immediately for pick up(the entire back pack). If it does not contain anything of value, log the item along with its contents and make sure item is brought to Housekeeping before the end of the day.
500
What do you do if you notice a fellow co-worker not pulling their weight/performing their duties incorrectly/not being friendly? What about a Lead?
What is inform your lead and get back to your assigned duties. If it is a Lead that is causing issues, let a Manager know and get back to your assigned duties. Do not confront the accussed, it is not on your checklist!!
500
"The mission or purpose of my company makes me feel my job is important." Can you describe the Grand Hyatt Kauai's mission statement? Why is it important from a spiritual point of view? Why is it important from a practicle point of view?
What is share the true meaning of Aloha with guests and share a glimpse into old Hawaii... Aloha- sharing of breath Bring happiness to others will bring happiness to you! It will ensure true Hawaiian Culture or Aloha will be preserved for generations to come! Bring happiness to others will bring more guests who will spend more money and will provide more jobs, and funds for schools, roads, traffic lights, which will benefit yourselves and your children.