Misc
14, 15, 16, and 17
A guest no-shows, and then arrives the next day at 8am. We make their keys in Opera and send them to their room.
What two steps must we take to communicate that this guest has arrived
Reply All to the No Show Email
Leave a comment in the reservation
Both should have the time that the guest arrived
Which one of these options is a temporary hold on the guests card?
Authorization
Settlement
Authorization
All authorizations will return to a guest's card on file after they check out after a few business days
True or False. For the FB100 package, when you apply the $100 credit you must do so at check-in
False!
The credit needs to be applied at check out, and must be applied to F&B charges only. Any credit unused will stay unused.
True or False
When filling out the Busch Gardens ticket into the spreadsheet, you only need to list the 1 person's name on the reservation, not the names of everyone who we created tickets for
False
All the information should be the same across the spreadsheet, but individual names that are printed on each ticket are required
Which charge code is best for this situation?
"I'd be happy to offer a $25 food and beverage credit to your account so you can enjoy a few drinks or appetizers on us at Eagles"
If the guest does not use it, we will remove the credit
Which one of our outlets will start serving breakfast at 8am Friday-Sunday starting tomorrow?
Eagles
A guest is checking in with the rate code EXPDIA for 1 night. We take a card and authorize it. They check out the next day and have not charged anything to the room.
What item(s) (if any) are going to be on the guest's final bill we hand to them?
Resort Fee (+Tax)
The Room/Tax has already been paid to the third party and the guest did not charge anything else to the room
What is included in the BGSPRING package (besides the hotel room)?
Day passes to Busch Gardens for each registered guest
Roundtrip shuttle to Busch Gardens for each registered guest
True or False
A guest comes in to check-in but the name on their ID does not match the one we have on file. They have the confirmation number, so we can add their name to the reservation and check them in
True!
What charge code is best used for this situation?
"I've taken $100 off your room to help cover the massage you got yesterday, due to the stress this has caused you"
The charge is already present, we will remove it with 1500 (which will also add some bonus credit due to the tax) rather than remove the charge
What do you do when you'd like to check the status of a work order you put in about 15 minutes ago?
Go to HOT SOS to search for the order, do not contact maintenance to check on the status unless you have checked HOT SOS first
A guest is asking for a 12pm late checkout. When are we able to confirm this late checkout?
What type of ticket is included in the PARKS package
3-Day 2-Park Pass valid at Water Country and Busch Gardens
A guest with a BOOK rate code asks what the total for their Room/Tax is from their booking. Because they booked through a third party, we cannot reveal any rate information to this guest
False.
This is true for Expedia Collect, but for Expedia Hotel Collect and Booking.com, we are collecting all charges directly from the guest so we have the rate information
We have 5 cottages. How many are 3-bedroom, and how many are 4-bedroom?
3 are 4-Bedroom
2 are 3-Bedroom
Starting Wednesday 4/2, our outlet hours change. What days/times are the operating hours for River's Edge Buffet starting Wednesday 4/2, and what are they starting Monday 4/14
Starting Wednesday 4/2
Wednesday-Sunday 7a-11a
Starting Monday 4/14
Daily 7a-11a
A guest is asking for a 1pm late checkout and is willing to pay. We can confirm this at any time and charge the guest, as long as what criteria is met?
Their checkout date is not on a Friday or Saturday
Which of these packages do NOT include breakfast at River's Edge Buffet?
KMEG
STAYPLAY
PARKS
SIGSPA
PARKS
A guest with the EXPDIACT rate code calls 7 days before his arrival and asks if he can change the stay date to arrive a day later. Because this is Expedia Hotel Collect we can make changes to the reservation and do so.
False
No third party bookings can be altered, they must contact the third party to do so.
Name a room on our rental program in building 22
7011 7012 7013
7031 7022 7033
Access to all Pools
Access to the Spa
Marina Non-Motorized Activities
Access to Fitness Center
Access to Fitness Classes
Tennis
Pickleball
Driving Range
Bicycle Center
What is the Opera Room Type code for a 3-bedroom resort condo that has 2 king beds and 2 double beds
XK2D2
What is included in the KMEG Package (Besides the hotel room)
Unlimited Play on River and Plantation Courses
Golf Cart, Range Balls, and Bag Storage
Kingsmill Commemorative Bag Tag
Breakfast Daily
False
The $25 incidentals is per night. Opera will authorize the card for $125