HILTON
How many Hilton hotels are there in Aruba?
2
What is the HEART Model?
Hear, Empathize, Apologize, Resolve, & Thank
We should always follow the Golden Rule: Treat our guests how they want to be treated.
True
How do we greet guests when they check-in at the hotel?
Hi, how are you doing? How was your flight, for example.
Embassy Suites Aruba is the best hotel on the island!
YOU BETTER SAY YES!
Who is the founder of Hilton?
Conrad Hilton
How can you handle a difficult customer?
Listening to their concerns and finding a solution
Other answers are allowed!
It is important to empower other team members to Make it Right!
True
A guest comes up to the front desk to check in, what are three steps you must take?
1. Greet the guest in a friendly manner
2. Ask for ID
3. Confirm reservation with the guest, etc.
Who is the leader of the Influencers here at Embassy Suites Aruba?
The one & only Zia
What are the Hilton Values?
What is the importance of active listening in customer service?
To understand customer needs and concerns.
Other answers are allowed!
After guests check-out, we do not have to worry about them anymore.
False, we continue to make it right after the stay as well.
A couple is checking in in a couple of hours. You notice in the guest information provided to you that the couple will be celebrating their 30th anniversary. What do you do?
GO ABOVE & BEYOND!
How many departments do we have?
10
What is the Vision of Hilton?
To fill the earth with the light and warmth of hospitality
Why is it important to be empathetic in customer service?
It helps build rapport and trust.
Other answers are allowed!
You only need hard skills to deliver exceptional guest service
False
A guest just checked out of the hotel a couple of hours ago, what do you do to leave a positive and lasting impression?
Send them a personalized email asking them if they enjoyed their stay. Send them a survey to gather feedback and show them their opinions matter.
How many rooms does Embassy Suites Aruba have?
330
Name 5 hotels under the Hilton brand?
Any of these brands:
Waldorf Astoria, LXR, Conrad, Signia, Embassy Suites, Canopy, Tempo, Motto, Double Tree, Curio, Tapestry, Home 2 Suites, Hilton Garden Inn, Hampton, Tru, etc.
How can you show EMPATHY to guests in the Hotel?
For example, by looking at the situation from the guest’s perspective
Other examples/answers are allowed!
We 'Make it Right' Before and After every stay!
False.
The correct answer is Before, During, and After every stay!
You are walking past the towel hut, and the team member who is currently working there tells you that they are the only one there but that they have to go grab more towels at the laundry area. They ask you to stay watch. A few minutes later a guest walks by and asks for a towel and a beach chair, what do you do?
Even though that is not your area, it is our job to go above and beyond for the guest. So, you ask the guest for their room number and if all details are correct, you provide them with a towel and a beach chair.
What program did we celebrate last week?