IMPRESSION / CONNECTION
What do we want to be known for?
What is Providing an Elevated and extraordinary experience for our Guest.
Generally What are the Three types of guest who visit with us?
What is Leisure Guests, Business Travelers, Meeting Planners.
You see a Guest on a guest floor walk to the elevator with a lot of bags. What should you do?
What is Offer Assistance.
What does TOAST stand for?
What is Thank the Guest for bringing the issue to our attention. Offer an apology. Assure the Guest you’ve got this. Solve the issue. Take ownership of the situation.
Fill in the blank; We achieve success by satisfying the needs of All ____ , _____ and _____.
What is, Associates, Guest and Owners?
True of False : It is appropriate to have your arms crossed in front of you to serve the guest.
What is False. You should Hold your arms to your sides, in front of you, or behind you, but not crossed in front of you or on your hips.
How many Bars are located in the Hotel?
What is - 6 plus 1 during pool season.
If a guest calls and ask you the price of Heine Brothers drink special of the day but you are unaware what should be your response?
If not urgent: I’ll call your room with this information at 630am and will leave a message if there’s no answer – would that work for you?
If urgent: I have a fellow Associate who would be best to answer your question. Would you wait one moment while I get their attention?
When taking ownership and delegating task: what two things should you get from the person your handing off to?
What is, 1. A specific date/time by when the assignment or task will be complete 2. How that person will inform you that the task is complete ?
What does it mean to overextend?
Providing a resolution to the Guest that far exceeds what is appropriate or has an exorbitant cost, considering the circumstances.
What is the Omni Hospitality Greeting?
What is Good <time of day>, (guest name if know). My name is ______. How may I assist you?
What is the format for the Omni Hospitality Suggestion?
What is?
You should try _____!
I love / highly recommend their ______.
They’re open ______.
May I assist you with a reservation?
What floor is the Clifton meeting room located on?
What is the 2nd floor.
At Omni we say what is a gift?
What is , Complaints and Feedback
What does it mean to underextend?
What is, Providing a resolution to the Guest that is insufficient, considering the circumstances.
True or False : It is better to ask How is your stay? than asking What have you enjoyed during your stay so far?
False : “How is your stay?” often resolves in something like good, great, or not bad.
“What have you enjoyed during your stay so far?” invites far richer detail - detail we can use to further the conversation or possibly reveal something we can use to elevate the Guest’s stay.
What are the operating hours of Neighborhood Services?
What is from 7a-10pm.
Fill in the blanks: The _____ we take as individuals correspond to what we _____ as opportunities to take action.
The ACTIONS we take as individuals correspond to what we SEE as opportunities to take action.
A Guest calls in and requests their car in 5 minutes. Valet is currently slammed with a long line of Guests waiting.
Provide clear expectations to the guest advising them of current valet circumstances and the wait time for vehicle. TOAST - offer drinks/coffee at the outlets while they wait.
What does it mean to "Break the script?"
What is, doing something unexpected during a routine interaction or service.
Example: a VIP couple staying with us for a weekend could be checked in like any other Guests, OR we can know when they’re arriving, have someone waiting at the door for them, and bring them to a private check-in with no line
What are the Three Stages of engaging from the Guest's frame of mind?
What is : 1.Repeat what was said, exactly as it was said, with nothing added or removed.
2. Speak to the experience or emotion associated with what the other person said — how they’re feeling even if they didn’t say.
3. Speak to what’s most important to the other person based on what they said, EVEN IF what’s most important ISN’T said.
This factory use to make Bowling Pins in the 1890's
What is Louisville Slugger Factory.
True or False : It is okay to escort a guest to a meeting space if the line is long and all front desk pods are full with agents.
Any time we learn about a Guest preference or handle a Guest’s issue, feedback, or complaint what should be done?
What is a profile note should be created?
What does it mean to "be responsive"?
What is, when we tailor an experience to a Guest’s unique situation or circumstances.