LRA Standards for FD
What uniform item should every colleague be seen wearing at all times?
Your name tag
What state is the OTO home office located in?
Spartanburg, South Carolina
What is the time limit to follow up with a guest request?
15 minutes
What are the hours for the Placery?
7am-11pm
What is the lowest elite member tier?
Discoverist
What is the borrows program?
A program where the guest can borrow items such as: Curling iron, clothes steamer, phone chargers, etc...
How many Guiding Principles does OTO have?
6
What do you do after resolving a guest complaint?
Log the complaint in Quore & assign a follow up task to a manager.
What are the late-night hours & food options?
11pm-7am & chicken caesar salad, pizza.
What hotel benefits do all the elite members receive when staying at a Hyatt?
2 bottles of water & thank you for being an elite World of Hyatt (recognition).
What is the procedure before serving an alcoholic beverage?
Check their ID's
Who is the new CEO for OTO Development?
Rob Rain
What is the 10-5 rule?
10ft you make eye contact and smile to the guest & 5ft you greet the guest.
What kitchen log do you complete on the PM shift?
The Temperature Log
What benefits do the Guest of Honor receive?
They receive the same benefits as the tier member who gifts them the stay.
How many paper menus should we have on our tables inside the lobby?
8
What does OTO stand for?
Oakes, Turner, & Ovenden
What rate code should be used when you want to discount the rate in a guest recovery situation?
Guest Room Allowance
Name 4 top shelfs liquors that we carry.
Makers Mark, Casamigos, Grey Goose, Sipsmith
What Elite Member Tier receives complimentary parking when staying on points?
Globalist
What is a LRA Standard Check In?
Greet the guest
Acknowledge Membership status or offer to enroll the guest if not a member
Verify reservation information (Check ID, CC, Room type, how many nights in-house)
Check the guest in
Who is our Regional HR Partner?
Bryan Dunbar
What is the first thing you do when dealing with an upset guest?
Actively listen to the guest!!
What is the proper response to the guest when the kitchen is extremely behind on orders?
Give the guest a reasonable timeline of when we will be able to fulfill the food order.
How does a guest qualify to be a Lifetime Globalist?
You have to earn 1 million base points over the life of your WOH account.