Show:
Check-in
Checkout
Service Recovery
Telephone Courtesy/ Communication
Miscellaneous
100
Who should be enrolled into the SPG program?
Anyone who is not a member
100
What are two questions that should be asked?
What is how was your stay? Was there anything we could have done better for you?
100
Guest Issues/Request are ALL entered into?
What is SGR.
100
How many minutes after check-in should a call back be completed?
What is 15-30 minutes.
100
Who is our management company?
What is Chesapeake Hospitality.
200
A guest is entering the hotel, when should you greet them?
When the guest is approximately 10 feet away
200
We should always do what before the guest leaves the hotel?
What is thank them for their stay and invite them back.
200
Guest Services is to respond to guest issues with in how many minutes?
What is 15.
200
Before connecting a guest to another associate/agent, you must say what?
What is my pleasure to connect you.
200
Name three Sheraton words.
What is See Attachment.
300
How many times should you use a guest name during check-in?
What is 3.
300
If guest is paying cash what must be done before they receive their deposit back?
What is have the room checked for smoke and/or additional damages.
300
What is the final step in resolving a guest issue/ request?
What is following up with guest to make sure they are satisfied.
300
When answering a call from a guest room, how should you answer the phone?
What is thank you for calling guest services, this is ____, how may I assist the ____ room?
300
Name five of the Starwood properties?
See attachment.
400
What information that should confirmed on a reservation?
What is departure date, room type, rate, email and street address.
400
Associate will use guests name a total of?
What is 2 times.
400
A guest brings an issue to your attention, what is your first response to the guest?
What is thanking them for bringing the issue to your attention, offering a sincere apology, and ensuring that the issue will be resolved.
400
What information needs to be confirmed after guest request WUC?
What is room number and time.
400
A guest wants to store his $500 suit at the hotel , what procedure must be done to ensure the location of the item?
What is tag each item individually and log them into GUEST STORED LOG separately as well.
500
Which third party reservation deposits are applied to the I folio?
Travelocity, Orbitz, Hotwire, Priceline
500
What two pieces of info need to be verified before checking a guest out of the hotel?
What is MOP stating the last 4 digits of card # and the correct amount of the charges.
500
After a guest issue is resolved what are the final steps?
What is following up with the guest to make sure they are satisfied and logging info into SGR.
500
When transferring an outside call to a guest room, what should be verified by the caller?
What is guest last name.
500
How many nights or stays are required for Gold Member status?
What is 10 stays or 25 nights.