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Montage Mores Laguna Beach > Mores 11 > Flashcards

Mores 11 Flashcards

0
Q

What are the cross streets of MLB

A

Coast Highway and Montage Resort Drive

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1
Q

What date did MLB open?

A

February 22, 2003

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2
Q

What is the address of MLB

A

30801 South Coast Hwy, Laguna Beach, CA 92651

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3
Q

Who is the Real a Estate group up by Art of Living?

A

HOM Sotheby’s real estate

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4
Q

What is the Jewelry store on the front drive?

A

Lugano Diamonds

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5
Q

What type of wood is featured throughout the resort?

A

Brazilian Cherrywood

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6
Q

What species of Palm Tree are at each corner of the mosaic pool?

A

Canary Island Date Palm

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7
Q

What types of sustainable bird control species are used at MLB?

A

Falcons, Hawks, Owls and other predatory birds

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8
Q

What exclusive coffee brand do we use?

A

LAMILL out of L.A.

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9
Q

How many estate and villa residences are at MLB?

A

13 estates and 14 villas

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10
Q

What is Hearts of Montage?

A

Volunteer outreach program founded and led by associates of all three montage properties.

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11
Q

Hearts of Montage events include?

A 
Spring and fall clothing drives
Quarterly blood drives
Five beach clean ups per year
OC AIDS walk
light the Night
holiday Toy Drive
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12
Q

Name the six methods of purchasing gift cards?

A 
The Art of Living
Spa Montage
Treasures
Telephone ext:6078
Front Desk
Online
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13
Q

Guest internet access. 2 ways

A

Complimentary access

19.95/ day. Up to 10 devices

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14
Q

Six steps to own the request an own the complaint. And the definition for each

A

Empathize-understand how they feel
Listen-actively listen to ensure you understand the concern
Apologize-even if you’re not the responsible party
Agree on a solution-give the guest choices
Take action-immediately
Follow up-do not assume

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15
Q

What is an anticipatory remark

A

An anticipatory remark is designed to anticipate the needs of a guest prior to their asking

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16
Q

3 examples of anticipatory remarks

A

Is there anything further I may assist you with today?
We look forward to your next visit, please come again soon.
Are there any other reservations I may book for you at this time?

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17
Q

Definition of a WOW?

A

A surprising personal gesture, NOW!

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18
Q

Hours of operation for the art of living.

A

10-6pm

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19
Q

What products can be purchased at the Art of Living

A

Books, cards, fragrances,candles, and guest room items (robes, linens, towels, soaps, shampoos and conditioners)

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20
Q

Hours of operation for treasures?

A

7am-11pm

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21
Q

Way products/items can be purchased in treasures?

A

Designer apparel, montage logo apparel, magazines, periodicals, personal hygiene supplies, OTC medicine, cigars and cigarettes.

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22
Q

Where can a guest access an ATM on property?

A

Treasures

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23
Q

Emergency procedures for fire or natural disaster.

A

Stay calm
Call security at x6161 only if you see smoke or fire
Assist both associates and guests to the nearest exit and outside to the closest evacuation area. Pacific lawn or Wesley lawn area

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24
Q

What number should associates call when needing to report and engineering work order?

A

X 6178 housekeeping

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25
Q

What are the six smoking locations?

A 
Outdoors where no food is served
Lobby lounge south balcony
Guest room balconies
Banquets courtyard
Front drive 
Landscaped patio location across from security
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26
Q

Name the four public beaches in front of Montage

A

Christmas beach
Goff beach
Middleman beach
Treasure island beach

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27
Q

Where can guests find keyhole rock?

A

Middleman beach

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28
Q

What is the parking hotline number?

A

949-715-6300

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29
Q

What are the parking sign color codes and what do they symbolize?

A

Pink- Ruby’s

blue- hospital

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30
Q

Where do associates park at Mission Hospital Laguna Beach?

A

Associates may only park in the 142 spots on the rooftop area. No one is to park in any other area. Speed limit is 5 mph and is monitored and reported.

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31
Q

When parking in our garage, where do associates park?

A

Spaces marked with green squares only, unless they have a permit for a LEV or carpool.

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32
Q

Temperature of Mosaic pools

A

82 F

33
Q

Length of Mosaic Pool

A

92 ft

34
Q

When is an associate permitted to use our service elevators?

A

Transporting items for guests, including luggage, meals, supplies, or by associates using moving carts or heavy boxes.

35
Q

Why cuisine is served at the loft?

A

Creative American cuisine

36
Q

Breakfast hours at loft

A

6-11am

37
Q

Lunch hours at loft

A

11-3pm

38
Q

Bistro menu at loft

A

3-10pm

39
Q

Dinner at the loft

A

5-10pm

40
Q

What time is complimentary coffee offered at the loft?

A

6-11am

41
Q

How many types of cheese does the gallery offer at the loft!

A

150

42
Q

What features are unique about the cheese experience at the loft?

A

Fromager will guide guest to what cheeses are available and at the peak of their season. House made accoutrements, fruit compotes, crackers, herb-infused caramels and regional honeys.

43
Q

Who are the lobby lounge preformed and when do they play?

A

Steve Sui: everyday

David Allen baker.: Tuesday-Saturday.

44
Q

Describe the lobby lounge menu

A

20 wines BTG, 22 domestic and international beer selections, seasonally inspired specialty cocktails and signature martins as well a an assortment of alcohol free creations.

45
Q

What are the operating hours for the lobby lounge?

A

10:30am-1am

Last call given at 12:30am

46
Q

Mosaic bar and grille type of cuisine?

A

California beach fare

47
Q

Winter hours

For lunch
Breakfast

A

Lunch mon-sat 10:30-5 (4:30 pst)

Breakfast Sunday 9:30-11:30 lunch 11-5 (4:30pst)

48
Q

Beach service (Memorial Day thru Labor Day weekend)

A

10:30-5pm beach attendants set up chaise lounge chairs, tables, umbrellas and assist with the snack cart. Guest may also order mosaic for to go.

49
Q

Mosaic pool cabana rental dates and pricing

A

200$/ day sept3 - Memorial Day weekend excluding holidays

300$/ day Memorial Day weekend-Labor Day weekend

50
Q

What menus are available at the spa pool

A

Mosaic menu and spa menu

51
Q

What is studios cuisine labeled as?

A

Modern French with California influences.

52
Q

Explain the Studio Garden

A

Homegrown herbs, fruits and vegetables add a new level of freshness and flavor to studios menus. Exclusive garden tarting menu and ever-changing seasonal showcase if perfectly ripened, just -harvested produce

53
Q

How many wines are featured on the studio wine list.

A

2500

54
Q

Spa Montage operating hours.

A

6-9pm

55
Q

Spa pool guidelines

A

No cell phones, no smoking, no children under 16

56
Q

Temperature of spa lap pool?

A

82F

57
Q

Length of spa lap pool?

A

75Ft 1inch

58
Q

How many treatment rooms does the Spa have?

A

21

59
Q

What is required to use the Spa pool and wet areas?

A

You must have at least a 60 min spa body treatment.

60
Q

Describe surrender

A

Surrender is a journey to self-discovery and optimal wellness
Tailored to specific and therapeutic needs of your bodies constitution
Created to promote balance and relaxation
Minimum 120 min service that can be extended to one week or more
Pricing begins at $455 for 2 hours
Surrender is spa montages signature treatment

61
Q

Who operates the spa salon at all three properties

A

Kim Vo

62
Q

How many total rooms does MLB currently have?

A

248 guest rooms of which 60 are suites

63
Q

When does turndown service occur?

A

5-9pm

64
Q

What are the three parking charges?

A

Overnight at $36
Day at $36
Day with validation is $11

65
Q

What is the language you would use to describe the transportation service to Laguna Beach that the concierge desk provides for our guests

A

We offer a complimentary resort driver and house car to take you to your destination within the city limits if Laguna beach. If you’d prefer we can also schedule a taxi for you.

66
Q

What are the four room numbers for the executive suites? Which suite is located at the south end if the property begin the bungalows?

A

225,227,229,266

266 is at the south end

67
Q

How are the bungalow rooms identified?

A

1st number is always a 7
2nd number is the floor in that building
3rd number is the building number
4th number is the door of the building closest to that room

68
Q

Associate discount program

A

Full time and part time associates only who have been with the company for 6 months

69
Q

Social media platforms for montage and their corresponding names/handles?

A

Facebook: Montage Laguna Beach
Twitter: @montagelaguna
Instagram: @montagelaguna
Pinterest: Montage Laguna

70
Q

She speaking on the telephone always be certain that:?

A

Communication is clear

Language is concise and audible

71
Q

When placing a guest on hold

A 
Always ask permission
Always wait for a response
Always limit a telephone hold to 30 sec
Always offer a callback within 5 min
Always apologize for the inconvenience
72
Q

First five general hotel standards?

A

4 s’s. Name them
Associates are extremely well spoken
Associates are always polite and maintain a gracious tone
AsdociTes make eye contact and maintain focus with the guest
Associates stop all personal conversations whenever a guest is present

73
Q

Name general hotel standards 6-10

A

Associates listen and anticipate the needs of guests
Associates are always well- informed about the entire resort
Associates always act with a sense of urgency
Associates always use the guests last name three time throughout any interaction
Associates always close infractions with an appreciative and anticipatory remark

74
Q

General hotel standards 11-15

A

Associates are always well groomed, attire is clean, pressed, fitted and professional.
Associates always maintain appropriate posture, never having hands in their pockets or arms folded.
Associates never smoke, eat drink or chew gum in guest view
Associates never say no without offering alternatives
Associates never say I don’t know without offering to obtain the information for the guest

75
Q

What date did MBH open?

A

November 17, 2008

76
Q

What are the key talking points of MBH?

A

Inspired by Spanish revival architecture and Mediterranean styling prevalent in Beverly Hills

201 guest rooms and suites
20 Montage residences.

77
Q

Who is the GM of MBH?

A

Hermann Elger

78
Q

What day did MDV open?

A

December 9, 2010

79
Q

What are the key talking points of MDV?

A

Refined mountain craftsman retreat
True ski in-ski out access to DV ski resort
220 guest rooms and suites
81 residences.

Montage Mores Laguna Beach (1 decks)

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