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 and wish children farewell on departure (if applicable)**

Question 2

If Guests ask for directions…

1. You should help them with the directions
2. Show them the way on the map
3. Offer to escort them respecting physical distancing guidelines

Answer 2

If Guests asks for directions, you should offer to escort them, respecting physical distancing guidelines.

Question 3

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

Answer 3

When you are approaching or passing by Guest, you should use the One&Only Hand on Heart welcome gesture (placing your hand on heart).

Question 4

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

(Select all that apply)

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 (if applicable)
4. Name badge is optional for tenured colleagues

Answer 4

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

1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)

3. Wear your name badge (if applicable)

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

(Select all that apply)

Answer 6

When 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**

If we actively listen to the Guest and provide them our undivided attention, we are showing we listened, care about them, value and respect them. Maintaining an alert posture is essential as it shows you are attentive and respectful to the Guest.

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 should ___________ your interaction with the Guest, and engage with them as an ________.

Answer 8

You should personalize your interaction with the Guest and engage with the guest as an individual.

Question 9

If you are unable to meet the Guest’s exact requests, you should:

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

If you are unable to meet the Guest’s exact requests, you should 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. Intuitive and adapted to meet each Guest’s exact or changing needs.
3. Reactive to each Guest’s needs.

Answer 10

Service should be 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 display knowledgea 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.

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 should offer a casual farewell at the end of the conversation before leaving the Guest.

(True or False)

Answer 15

False.
You should 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

When a Guest calls, the phone should be answered 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 should offer the Guest car door assistance.

Question 18

When the Guest is departing, 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

(Select all that apply)

Answer 18

When the Guest is departing, you should

• *a. Offer to retrieve the Guest’s car**
• *b. Arrange onward transportation or confirm pre-arranged transportation**

Question 19

Luggage should 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 should 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 should ________ ___ ____ _____ or _______ ____ ______.
If required, you must wait for ___ seconds and then ________ or _______ ____ ______ again.

Answer 20

The employee should knock on the door or ring the doorbell.
If required wait 10 seconds, and then knock on the door/ring the doorbell again.
You should 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 should….

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 should….

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

Once in your care, if the Guest’s luggage is in the public area, it should be attended to at all times.