Guest Services Manager Flashcards
0
Q
What are the steps for Service Recovery?
A
- Listen Generously: Eye contact, take notes, ask questions, repeat. Don’t interrupt/assume. Demonstrate empathy/understanding.
- Recognize Emotions: Non verbal gestures, verbal gestures, words, behaviours.
- Apologize: Sooner the better but done over apologize. Don’t offer excuses/blame others or repeat mistake. Assure gst you will make it right.
- Resolve: Take ownership. Offer options. Let gst know plan and inform of progress/completion. Follow up.
- Add Renewing Element: service recovery options. Something meaningful/relevant.
- Thank the Gst: Be genuine. Ensure we will follow up internally. Ensure we will make every effort to prevent this in the future.
- Offer Further Assistance: Provide business card. Surprise/delight them with something. Refer to others for further support. Make recommendations.
1
Q
What are the steps for Progressive Corrective Action?
A
Record all occurrences in the "Performance Tracker" file. 1st occurrence: coaching session 2nd: coaching session 3rd: verbal warning 4th: written warning 5th: suspension 6th: suspension and/or termination
2
Q
What are showrooms?
A
HSKP will prepare a showroom of each category and add to Intranet.
SX will not sell except as last resort.
If needed: 1st check for site visit. Ask HSKP to “unshow.” Update intranet. Send email to (…).
SALES will use intranet rooms if accessible or call to conform if unscheduled.
3
Q
How do you check SX cashier’s reports?
A
- Actual Departures: ensure there are no outstanding gst balances. NGst Balances must have an A/R number attached.
- Daily Cash Out: this must match the cash drop, accounting for due backs for foreign exchange, refunds and cash backs.
- Bank Transaction Report: ensure all CC transactions were approved.
- Cashier Transaction Report: use Detailed Ticket Report to research any discrepancies. All paid outs must be accompanied by a signed receipt. All adjustments must have an accompanying ADJ slip.
- Try to rectify any discrepancies of float within 48 hours.
- Conduct surprise float counts to ensure accuracy.
4
Q
How do you settle a rate discrepancy between Lightspeed and gst’s confirmation email?
A
- Login to StarGuest
- Click tab labeled “Conf/Cancel History”
- Search confirmation #
- Click to preview original conf email
- Situation may need to be brought to legal department
5
Q
How do you investigate a billing inquiry?
A
- Click Guest History tool icon.
- Select Search Guest Profile.
- Enter provided information
- Double click on reservation to see cashiering summary
- To edit: select Modify, Stay Detail tab, and Pencil icon