Porter/Doorman - Departure

Question 1

When interacting with children, you should….

1. Give them a high-five
2. Say Hi in a loud voice
3. Crouch down when greeting children to ensure
   contact at eye level
4. Wish children farewell on departure (if applicable)

Answer 1

When interacting with children, you should….

Crouch down when greeting children to ensure
contact at eye level
Wish children farewell on departure (if applicable)

Question 2

If guests asked for directions…

You must help them with the directions
Show them the way on the map
Offer to escort them respecting physical distancing guidelines

Answer 2

If guests asks for directions, you must offer to escort them, respecting physical distancing guidelines.

Question 3

What gesture should you use when approaching or passing by the guest?

Answer 3

The One&Only welcome gesture (employee places hand on heart).

Question 4

To ensure you have a positive first impression, you must:

1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
2. Be neatly presented in un-ironed, loose-fitted uniforms and optional face masks
3. Wear your name badge
4. Name badge is optional for tenured employees

Answer 4

To ensure you have a positive first impression, you must:

1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
2. Wear your name badge

Question 5

If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.

Answer 5

In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.

Question 6

While interacting or speaking with the guest, you should…..

1. Refrain from interrupting the Guest
2. Actively listen to them
3. Give them undivided attention and avoid making them have to repeat themselves
4. Maintain alert postures
5. Respect the guest’s presence
6. All of the above

Answer 6

All of the above.

If we actively listen to the Guest and provide them our undivided attention and respecting their presence, we are showing we listened, care about them, and value them.

Question 7

Colleagues should collaborate seamlessly, ensuring service is _________, ____________, and ___-________.

Answer 7

Collaborate seamlessly, ensuring service is organized, professional, and non-intrusive. It should also not be repetitive.

Note: Ensure to connect various departments with any guest’s requests, feedback, and purpose of visit you get to know of during your interaction with the guest. This demonstrates to our Guests that we listened to them and communicate across the Resort.
The smallest details create Amazing Experiences and Everlasting Memories™.

Question 8

You must ___________ your interaction with the guest, and engage with them as an ________.

Answer 8

You must personalize the interaction in any way and engage with the guest as an individual.

Question 9

If you are unable to meet the guest’s exact requests, you must:

1. Find someone else who can do it for them and leave
2. Make every effort to meet the guest’s requests or offer a suitable alternative
3. Do what you can

Answer 9

You must make every effort to meet the guest’s requests or offer a suitable alternative.

Question 10

Service should be…

1. Applied to every special Guest.
2. Anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs.
3. Reactive to each Guest’s needs.

Answer 10

Anticipatory/intuitive and adapted to meet each Guest’s exact or changing needs, also thinking ahead to act on future needs/opportunities.

Question 11

You should use the guest’s name __________ without _________ it.

Answer 11

You should use the guest’s name discreetly without overusing it.

Question 12

As a Porter/Doorman, you should display _ ____ _____ __ __________ and _________ in your role.

Answer 12

As a Porter/Doorman, you should display a high level of confidence and knowledge in your role.

You must display a high level of confidence when carrying out your duties and/or was knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required.

Question 13

As a Porter/Doorman, you must engage with guests in a _______ , _______ , ______ and _______ manner.

Answer 13

You must engage with guests in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner (intelligently fair approach given some limitations due to face masks).

Question 14

You need to be a fluent English speaker in order to interact with the guests.

Answer 14

Your speech must be clear with satisfactory use of English, enabling engagement in two-way conversation with the guest.
i.e. Have an intelligently fair approach given some limitations due to face masks

Question 15

You must offer a casual farewell at the end of the conversation before leaving the guest.

True/False

Answer 15

False.

You must offer a sincere farewell at the end of the conversation and show appreciation to the guest before leaving.

Question 16

When a Guest calls, the phone should be answered in how many rings?

Five rings
Four rings
Three rings
Two rings

Answer 16

Three rings or in 10 seconds

Question 17

What should you do if the guest has checked out and is about to leave in a car?

1. Let the guest get into the care and say goodbye to them
2. Offer assistance opening the car doors

Answer 17

You must offer the guest car door assistance.

Question 18

You should…

a. Offer to retrieve the guest’s car
b. Arrange onward transportation or confirm pre-arranged transportation
c. Let guests handle their own departure process

Answer 18

a. Offer to retrieve the guest’s car

b. Arrange onward transportation or confirm pre-arranged transportation

Question 19

Luggage must be collected from the guest’s room within _____ minutes of request for an urban hotel and _____ minutes for a resort hotel. Or within ______ minutes of pre-requested time.

Answer 19

Luggage must be collected from the guest’s room within 8 minutes of request for an urban hotel and 15 minutes for a resort hotel. Or within 5 minutes of pre-requested time.

Question 20

When you are collecting/picking-up the luggage from the guest’s room you must ________ ___ ____ _____ or _______ ____ ______.
If required, you must wait for ___ seconds and then ________ or _______ ____ ______ again.

Answer 20

The employee must knock on the door or ring the doorbell.
If required wait 10 seconds, and then knock on the door/ring the doorbell again.
You must also announce your department before asking to enter the room.

Question 21

When you are asked to collect the luggage from the guest’s room, you must….

1. Confirm the number of pieces to be collected and accordingly arrive to the room with a trolley
2. Directly arrive to the room with the trolley as it is always needed
3. There is no need to confirm the number of pieces to be collected as you will arrive to the room with the trolley

Answer 21

When you are asked to collect the luggage from the guest’s room, you must….

Confirm the number of pieces to be collected and accordingly arrive to the room with a trolley.

Question 22

Once in your care, what should be done if the guest’s luggage is in the public area?

Answer 22

It must be attended to AT ALL TIMES.