Porter/Doorman - Departure Flashcards
To ensure that all Porters/Doormen understand the LQA (Leading Quality Assurance) standards.
When interacting with children, you should….
- Give them a high-five
- Say Hi in a loud voice
- Crouch down when greeting children to ensure contact at eye level
- Wish children farewell on departure (if applicable)
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)**
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
If Guests asks for directions, you should offer to escort them, respecting physical distancing guidelines.
What gesture should you use when approaching or passing by the Guest?
When you are approaching or passing by Guest, you should use the One&Only Hand on Heart welcome gesture (placing your hand on heart).
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
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)
If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.
In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.
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
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.
Colleagues should collaborate seamlessly, ensuring service is _________, ____________, and ___-________.
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™.
You should ___________ your interaction with the Guest, and engage with them as an ________.
You should personalize your interaction with the Guest and engage with the guest as an individual.
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
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.
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.
Service should be intuitive and adapted to meet each Guest’s exact or changing needs, also thinking ahead to act on future needs/opportunities.
You should use the Guest’s name __________ without _________ it.
You should use the Guest’s name discreetly without overusing it.
As a Porter/Doorman, you should display _ ____ _____ __ __________ and _________ in your role.
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.
As a Porter/Doorman, you should engage with Guests in a _______, _______, ______, and _______ manner.
You should engage with Guests in a well-paced, natural (non-scripted, jargon/slang free), friendly, and interested manner.
You need to be a fluent English speaker in order to interact with the Guests.
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)
You should offer a casual farewell at the end of the conversation before leaving the Guest. (True or False)
False.
You should offer a sincere farewell at the end of the conversation and show appreciation to the Guest before leaving.