CHECK-IN
Guests must be offered assistance immediately or if waiting in line, employee must positively acknowledge with hand or facial gesture within how many minutes of approaching the desk?
What is 1 minute?
IF a first time guest, employee must doffer a brief orientation to the hotel by pointing out ______________________.
What is A minimum of two key hotel facilities?
Guest name must be used 3 times during an interaction.
False
It must be used naturally and discreetly without overusing it.
Checkout must not take more than ________ minutes.
What is 10?
Employees well groomed and neatly __________ in clean, well fitted uniforms, wearing nametags, resulting in a positive impression.
What is presented?
After waiting in line to checkin, guest must be offered assistance within how many minutes?
What is 2 minutes?
When checkin is complete, employee must offer _________________.
If the folio was offered via email, it must be delivered within 5 hours.
False
2 hours
Employee must provide an opportunity for the guest to verify _________.
What is charges?
The Employee's speech must be _________.
What is clear?
What is departure date?
Before the guest is escorted to the room by a bellman, you must __________________________.
What is introduce the bellman to the guest?
A minimum of two room types and rates must be offered when on a reservation call.
True
Start with the larger room and work your way to smaller room
_____must be itemized, grammatically correct, accurate, complete and free of unexpected charges.
What is Bill?
The employee displayed a high level of _________ when carrying out his her duties and was knowledgeable when answering questions about other hotel facilities or immediately offered to find out the info requested.
What is confidence?
Room must be ready by the advertised checkin time which is _____________.
What is 4PM?
What is appreciation?
You must ask a caller on a reservation call if they have stayed at the Breakers.
False
You must ask if they have stayed with us before
TRUE OR FALE : If bill has an incorrect charge, the back up must be immediately available and charge quickly and discreetly removed.
What is True?
The employee must engage in a well paced, natural, ______ and interested manner.
What is friendly?
If room is not ready, employee must offer the guest access to the hotel's facilities and ______________________________________.
What is advise of estimated time the room will be ready?
Employee must provide the guest the room by the __________________.
What is estimated time?
The employee must provide an opportunity for the guest to verify charges (e.g, print folio, verbally advise, display on screen).
True
Employee must ___________ the method of payment and complete checkout quickly and efficiently.
What is confirm/clarify?
The employee actively listened, avoided interupting and gave the guest their _________ attention ( the guest should never have to repeat themselves).
What is undivided?