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Montage > MORES > Flashcards

MORES Flashcards

1
Q

When did Montage open?

A

2.22.03

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2
Q

What are the cross streets of Montage Laguna Beach?

A

Coast Highway and Montage Resort Drive

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3
Q

What is the address?

A

30801 S. Coast Highway, Laguna Beach, CA 92651

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4
Q

What is the real estate group located by the Art of living shops?

A

HOM Sotheby’s Real Estate

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5
Q

What is the name of the jewelry store next to the Art of Living?

A

Lugano Diamonds

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6
Q

What type of wood flooring is featured throughout the resort?

A

Brazilian Cherry Wood

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7
Q

What species of Palm Trees are at each corner of the Mosaic Pool?

A

Canary Island Date Palm

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8
Q

What type of sustainable bird control does Montage use?

A

Falcons, Owls, Hawks and other predatory birds

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9
Q

What is the exclusive brand of coffee we offer and the blend name?

A

LAMILL, (LA Roaster) Montage Blend

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10
Q

How many Villas and Estates does Montage LB Residence consist of?

A 
Villas= 14
Estates= 13
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11
Q

How many weddings does Montage LB host a day?

A

only 1

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12
Q

What did the two palm trees by studio get its name Lucy and Desi?

A

a portion of the 1954 classic “The Long, Long Trailer” was filmed on site.

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13
Q

What is Hearts of Montage?

A

Hearts of Montage is the volunteer outreach program founded and led by the Associates of all 3 Montage Properties.

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14
Q

What are the annual Hearts of Montage events that the associates participate in? (6 in total)

A
  1. Spring & Fall Food and Clothing drives
  2. Quartley Blood Drives
  3. 5 Beach cleanups a year
  4. OC AIDS Walk Team
  5. “Light The Night” Team for Leukemia and Lymphomia Society
  6. Holiday Toy Drive and Adopt a Family
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15
Q

Name the 6 locations/methods guests may use to purchase gift cards?

A
  1. The Art of Living
  2. Spa Montage
  3. Treasures
  4. Ext. 6078
  5. Front Desk
  6. Online

Sold for a dollar value not a service

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16
Q

What are the choices for internet service at Montage?

A

Complimentary access

$19.95/ day exclusive access for up to 10 devices.

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17
Q

What is the famous show that is presented each July and August in Laguna Beach?

A

Pageant of The Masters

18
Q

What are the 6 steps to “Own the Request/Own the Complaint” & Define each?

A
  1. Empathize: Understand how they feel
  2. Listen: Actively listen to ensure you understand
  3. Apologize: Even if you are not the responsible party
  4. Agree on a solution: Give the guest choices
  5. Take Action: Immediately
  6. Follow-up: Do not Assume
19
Q

What is an anticipatory remark?

A

It is designed to to anticipate the needs of a guest prior to their asking.

20
Q

List 3 examples of an anticipatory remark?

A
  1. Is there anything further that I may asset you with today?
  2. We look forward to your next visit. Please come back soon.
  3. Are there any other restaurants I can make a reservation for you at this time?
21
Q

What language/words would you use to replace the following?

  1. Unfortunately
  2. You Guys
  3. Hi how are you?
A
  1. Unfortunately: At this time/ My apologies/ Regrettably
  2. You Guys: Address by name/ Ladies/ Gentlemen
  3. Hi how are you?: Good Morning/ Good Afternoon/ Good Evening
22
Q

What is the definition of a WOW?

A

A SURPRISING PERSONAL GESTURE NOW!!!!

23
Q

What are the hours of operation for the Art of Living?

A

10:00am- 6:00pm

24
Q

What products/Items can be purchased at The Art of Living?

A 
Books
Cards
Fragrances
Candles
and items found in our guest rooms
(Robes, Lines, Towels, Soaps, Shampoos, Conditioners, and Lotions)
25
Q

What rate the hours of operation for Treasures?

A

7am-11pm

26
Q

What products/items can be purchased at Treasures?

A 
Designer Apparel
Montage Logo Apparel
Magazines
Periodicals
Personal Hygiene supplies
Over the counter medication
Cigars/ Cigarettes
27
Q

Where can a guest access an ATM on property?

A

In the Back of Treasures

28
Q

Emergency Procedures for Fire or Natural Disaster?

A
  1. Stay Calm
  2. Call Security xt. 6161 only if you see smoke or fire
  3. Assist both associates and guests to the nearest exit and outside to the closest evacuation area-Pacific lawn or Wesley Drive Lawn Area.
29
Q

Where are the 2 closest fire extinguishers to your department?

A
  1. Somm Station at Studio

2. Security

30
Q

All lost and found is turned in to where immediately?

A

Security

Security will use adequate means to reunite the owners with their belongings as soon as possible.

31
Q

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

A

xt. 6178 (Housekeeping)

32
Q

Where are the 6 smoking locations at Montage LB?

A
  1. Outdoors where food is not served
  2. Lobby Lounge South Balcony
  3. Guestroom Balconies
  4. Banquet Courtyard
  5. Front Drive
  6. Landscaped patio across from Security (Associates are only allowed to smoke at this location)
33
Q

Name the 4 public beaches in front of Montage?

A
  1. Christmas Beach
  2. Goff Beach
  3. Middleman Beach
  4. Treasure Island Beach
34
Q

Where can Guest find Keyhole Rock?

A

Keyhole Rock is located at Middleman Beach

35
Q

What is the parking # hotline?

A

949-715-6300

36
Q

What are the parking sign color codes?

A

Pink- Ruby’s

Blue- Hospital

37
Q

Are associates allowed to move their cars from one parking venue to another during their shifts?

A

NO

38
Q

Are associates ever allowed to ever park in front of a guests vehicle?

A

NO

39
Q

Where do Associates park at Mission Hospital Laguna Beach?

A

May only park on the 142 rooftop spots.
No other area is allowed.
Speed limit is 5 mph and is monitored

40
Q

When parking in our garage is available, where do associates park?

A

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

Montage (6 decks)

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