Porter/Doorman - Departure Flashcards

To ensure that all Porters/Doormen understand the LQA (Leading Quality Assurance) standards.

1
Q

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)
A

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)**
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

If Guests ask for directions…

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

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

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

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

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

(Select all that apply)

  • Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
  • Be neatly presented in un-ironed, loose-fitted uniforms and optional face masks
  • Wear your name badge (if applicable)
  • Name badge is optional for tenured colleagues
A

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

  • Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
  • Wear your name badge (if applicable)
How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

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

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

While interacting or speaking with the Guest, you should…..(Select all that apply)

  • Refrain from interrupting the Guest
  • Actively listen to them
  • Give them undivided attention and avoid making them have to repeat themselves
  • Maintain alert postures
  • Respect the Guest’s presence
  • All of the above
A

When interacting or speaking with the Guest, you should do all of these:

  • Refrain from interrupting the Guest
  • Actively listen to them
  • Give them undivided attention and avoid making them have to repeat themselves
  • Maintain alert postures
  • 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.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

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

A

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™.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

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

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

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

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

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.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Service should be…

  • Applied to every special Guest.
  • Intuitive and adapted to meet each Guest’s exact or changing needs.
  • Reactive to each Guest’s needs.
A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

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

A

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

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

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

A

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.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

As a Porter/Doorman, you should engage with Guests in a _______, _______, ______, and _______ manner.

A

You should engage with Guests in a well-paced, natural (non-scripted, jargon/slang free), friendly, and interested manner.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

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

A

Your speech should 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)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

You should offer a casual farewell at the end of the conversation before leaving the Guest. (True or False)

A

False.
You should offer a sincere farewell at the end of the conversation and show appreciation to the Guest before leaving.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

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

Five rings
Four rings
Three rings
Two rings

A

When a Guest calls, the phone should be answered three rings or in 10 seconds.

17
Q

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

  • Let the Guest get into the car and say goodbye to them
  • Offer assistance opening the car doors
A

When a Guest is about to leave in their car, you should offer the Guest car door assistance.

18
Q

When the Guest is departing, you should…(Select all that apply)

  • Offer to retrieve the Guest’s car
  • Arrange onward transportation or confirm pre-arranged transportation
  • Let Guests handle their own departure process
A

When the Guest is departing, you should

  • Offer to retrieve the Guest’s car
  • Arrange onward transportation or confirm pre-arranged transportation
19
Q

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.

A

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.

20
Q

When you are collecting/picking-up the luggage from the Guest’s room you should ________ ___ ____ _____ or _______ ____ ______ and announce their name and department.

If required, you must wait for ___ seconds and then ________ or _______ ____ ______ again and announce their name and department.

A

The Colleague should knock on the door or ring the doorbell and announce their name and department.

If required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their name and department.

Example: Knock or ring doorbell, “Hello, this is Christian from Concierge, I’m here to collect your luggage.”

21
Q

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
A

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.

22
Q

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

A

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