Standards
We ____ and are _____
We SMILE and are ENGAGING
Guests that stay for longer than ____ days are tax exempt and considered “Long-Stay Guests”
Guests that stay for longer than 30+ days are tax exempt and considered “Long-Stay Guests”
Who are the Regent Characters?
Andre Zotoff & Misti Kerns
Name our F&B Outlets
Orla, Sweet July, IRD, and Azure
What is presented to the guest as soon as they arrive to our property?
Welcome Ritual
Colleagues are ______ and behave professionally; they maintain appropriate body language
Colleagues are alert and behave professionally; they maintain appropriate body language
TRUE or FALSE: Regent Santa Monica Beach accepts Walk-In Reservations.
FALSE
What is our Service Philosophy?
Enabling Uplifting Experiences
What are the hours for In Room Dining
24/7
Name 3 examples in "The Experience"
Bath butler (personal haven), Beach Butler service, Preferences on Pillow Menu, With Compliments Hallmark (laundry services, refreshment center, azure with compliments weekly schedule)
Colleagues _______ and respectfully personalize interactions, addressing the guest in accordance with their _________, if known
Colleagues consistently and respectfully personalize interactions, addressing the guest in accordance with their preference, if known
An ______________ room is any time a guest would like to guarantee their room for early arrival the following day by reserving the room the night prior.
An Advanced Check-In room is any time a guest would like to guarantee their room for early arrival the following day by reserving the room the night prior.
Name the 6 Elements in the Regent Illustration
Sand dollar, California Poppies, Jacaranda, Ocean Waves, Kelp, and Seahorse
What is Sweet July and who is the founder?
A marketplace, café, and retail space from founder, Ayesha Curry
Name 2 elements of the day-to-night Ritual
Dimming of lights in public spaces, Colleagues shifting attire
Colleagues ________ offer curbside ________ assistance
Colleagues immediately offer curbside luggage assistance
A _________ room is any room that is being checked in prior to their arrival to ensure a seamless arrival experience.
A Pre-Registered room is any room that is being checked in prior to their arrival to ensure a seamless arrival experience.
Name the 4 Regent Hallmarks
Personal Havens, Guest Experience Manager, With Compliments, & Taste Studio
How many cocktail bars are on property?
2 - Orla Lobby Bar and Azure Pool Bar
What is the name of our Kids Program
Seascape Explorers
Colleagues perform their jobs ________ and proficiently
Colleagues perform their jobs knowledgeably and proficiently
Authorization: If we guest is here for 7 days or more, process payment when the balance reaches _________ or on the _____th day, whichever happens first.
Authorization: If we guest is here for 7 days or more, process payment when the balance reaches $15,000 or on the 7th day, whichever happens first.
Name the 6 brands in the IHG Luxury & Lifestyle Collection
Six Senses, Regent, Intercontinental, Vignette, Kimpton, & Hotel Indigo
TRUE or FALSE: Guerlain also offers salon services which include a stylists for hair cuts, colors, and personal care.
FALSE - Guerlain SPA only
Name the 8 steps of the Guest Journey
1. The Journey Begins 2. The Arrival 3. The Immersion 4. The Experience 5. The Explorations 6. The Wellness 7. The Entertainment 8. Lasting Impression