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Front Desk
Reservations
Other Departments
Light Speed
Team
100
What is the process for the pending list?
Check the guest in as pending, swipe cc, get cell number, and inform guest if they receive a call/text to retrieve keys.
100
A guest calls to cancel, before you cancel what do you look at?
Check to see what the cxl policy is, is it a 3rd party, or is it prepaid.
100
Who delivers a box fan?
Engineering?
100
What new feature do we get in lightspeed this past week?
Wake up calls can be put in lightspeed.
100
Who is currently in school?
LaEricka and Kaylesia
200
What 3 programs should you sign into as soon as you go to a POD?
Light Speed , Zingle, Starguest!
200
How do I extend an Expedia reservation?
The guest is welcome to extend, although we must make them a new reservation for the guest. Expedia reservations are Direct Billed.
200
At what time should we no longer accept full service calls for housekeeping?
After 5pm we can do a limited service.
200
How do you process an instant award?
Click pencil icon, verify point balance, quote guest upgrade, have them sign instant award form.
200
Who got a new car?
Nate
300
Where can I find the information to see if a reservation is paid for?
See if there is a cc auth, a deposit, or a pick up code.
300
A guest calls to make changes to an existing reservation, what do you do/
Transfer call to central 5002
300
A guest checks into room 504 and comes back after 30 minutes and says it smells like smoke. What process would you take to assure no one else checks into this room.
Take the room OFF, place it in VC-NI, alert security to put ionizer in room.
300
The pick up code under group information says ALL. Do you ask guest for a credit card for incidentals?
NO, never ask for a credit card.
300
Who has a second job?
Chris, Arthur, & Devin
400
I am Mr. Steve from 1132 and I have a problem, what is the first thing that you say?
"Empathy Statement" " I am so sorry for....." " My apologies for..."
400
Guest has a AXOP as a special service code, what does this mean?
American Express Corporate Business card receives comp club access.
400
A previous guest calls to dispute a charge with accounting, who do you transfer this call too?
Eli in accounting. If it is after hours, give guest number and have them call M-F 9am-5pm
400
Who has had the most SPG sign ups this month?
William
500
What is the first thing you do when you see a guest?
Smile =]
500
A guest comes to front desk and inquires why their rate is under the BAR rate. She is here for a conference and wants the conference rate, what is your response?
The guest booked outside the conference rate. That rate is no longer available. The group block only has a specif number of rooms contracted for that rate and at the time of booking that rate was no longer available.
500
I am locked out of my room without an ID, what is the procedure to get the guest inside of their room?
Call security to escort guest upstairs. After the door is open the guest must show security the ID and name must match the registered name on the reservation.
500
*Daily Double* 1000 Points I made an exception for a guest, what is the most important thing to do? Can you ever promise a guest a specific room or guarantee?
Comment in the reservation stating what you did for the guest and why. Never promise a guest a specific room. Always explain it as a request and try to block room accordingly with ext block.
500
Where did Dottie move from?
Greensboro