Service Cup

Question 1

What park surrounds our resort

Answer 1

Tucson Mountain Park

Question 2

What is the hotel’s overall satisfaction wig

Answer 2

70.4

Question 3

describe what a lead measure is

Answer 3

lead measure gives leverage and support to drive our wig

Question 4

intuition service notes

Answer 4

12,13,14

Question 5

what two service notes fall on tuesday

Answer 5

2, I am confident and professional in my vocabulary, etiquette, posture, and personal appearance. 9, I am proud and knowledgeable about our locale and look for opportunities to share the uniqueness of our destination

Question 6

what two service notes fall on thursday

Answer 6

4, I work safely and protect the privacy and security of our guests, my company, and my team. 11, I build relationships and connect with our guests by being curious and knowledgeable about their interests

Question 7

service note 13 talks about lasting memories, which harmony helps bring this to life

Answer 7

be thoughtful: add the unexpected

Question 8

what service note talks about identify, own, resolve

Answer 8

10 I actively listen, identify, own and resolve problems, always exceeding expectations

Question 9

if you were keenly focused on the details which service note would you be practicing

Answer 9

7, I am keenly focused on the details and accountable for quality and craftsmanship

Question 10

if you physically stopped what you were doing to focus on the guest, which service harmony

Answer 10

be present: pause and engage

Question 11

reflect urgency

Answer 11

be swift: hop to it

Question 12

what service note speaks about our guests time

Answer 12

8

Question 13

what should we be confident and professional about

Answer 13

our vocabulary, posture, etiquette and personal appearance

Question 14

9

Answer 14

I am proud and knowledgeable about our locale and look for opportunities to share the uniqueness of our destination

Question 15

how do you practice service note number 1

Answer 15

growth

Question 16

genuine welcome and gracious goodbye

Answer 16

6, I extend a genuine welcome and a gracious goodbye always using the guests name

Question 17

leading with a yes

Answer 17

be open

Question 18

connection service notes

Answer 18

6,7,8,9,10,11

Question 19

teamwork and contribution

Answer 19

3, I foster teamwork, value the contributions of others and work to achieve our common goals

Question 20

service note connections

Answer 20

11 I build relationships with our guests by being curious and knowledgeable about our interests

Question 21

core values

Answer 21

authentic, intuitive, crafted

Question 22

mitakuye oyasin

Answer 22

mitakuye oyasin

Question 23

mitakuye oyasin start time

Answer 23

7:30

Question 24

what happens at 5:30

Answer 24

the legend of arriba abajo tequila toast

Question 25

foundation service notes

Answer 25

1,2,3,4,5

Question 26

Griffin

Answer 26

lion, eagle

Question 27

we want our guests to

Answer 27

feel welcome, comfortable and free to be themselves

Question 28

3 uniform items

Answer 28

griffin, name badge, service note card

Question 29

guests are

Answer 29

accomplished

Question 30

most important to guests

Answer 30

service

Question 31

3 passions

Answer 31

wellness, culinary, culture

Question 32

GUEST

Answer 32

greet, use guest name, establish need, show interest, thank guest

Question 33

15 feet

Answer 33

stop, eye contact, smile, step into interaction

Question 34

5 feet

Answer 34

verbally engage with guest

Question 35

LEARN

Answer 35

listen, empathize, apologize, respond, and notify

Question 36

3 places to learn great service

Answer 36

daily rehearsal, opening note, service excellence, hotel leadership, service note cards, commitement card, learning coach, symphony of service training

Question 37

how long for memories

Answer 37

lifetime

Question 38

elevator rules

Answer 38

guest first

Question 39

giving directions

Answer 39

escort or use an open palm

Question 40

most valuable asset

Answer 40

time

Question 41

what speed of service

Answer 41

speed guests wants to be served

Question 42

lion

Answer 42

strength and courage

Question 43

voice concept

Answer 43

quietly powerful

Question 44

hotel jargon

Answer 44

86. double-double, GM, GRA, ASAP

Question 45

eye-contact, in tune or out of tune?

Answer 45

in tune

Question 46

no two handed?

Answer 46

serving a plate at a table

Question 47

guest cares: products or service?

Answer 47

service

Question 48

saying no while leading yes

Answer 48

our shuttle does not take guests downturn but id be happy to arrange a taxi for you

Question 49

serve first: bond or the guest?

Answer 49

the guest

Question 50

eagle represents?

Answer 50

flight and vision

Question 51

instead of no when cant say yes what do?

Answer 51

offer multiple options

Question 52

how do we build brand loyalty

Answer 52

by living the JW Marriott core values

Question 53

what kind of service do we provide according to service note?

Answer 53

flawless service

Question 54

example of "authentic" at our resort

Answer 54

mitakuye oyasin

Question 55

bsa acronym?

Answer 55

brand standard audit

Question 56

provide warm and sincere closing

Answer 56

make own answer

Question 57

daily rehearsals

Answer 57

meeting where we can focus on knowledge that helps us better serve our guests

Question 58

be swift

Answer 58

respond in a manner that reflects guests urgency

Question 59

makes hotel crafted

Answer 59

natural wash

Question 60

how many service notes

Answer 60

14

Question 61

standing ovation

Answer 61

ways to recognize associates or teams

Question 62

signature grill

Answer 62

southwestern American cuisine

Question 63

golf holes

Answer 63

27

Question 64

open ended

Answer 64

how is your experience at the pools today

Question 65

be thoughtful

Answer 65

anticipate the guests needs and deliver beyond their expectations

Question 66

number of service harmonies

Answer 66

4

Question 67

number of rooms

Answer 67

575

Question 68

name of hotel's spa

Answer 68

hashani spa

Question 69

names of golf courses

Answer 69

rattler, roadrunner, coyote

Question 70

catalina bbq

Answer 70

sw bbq

Question 71

intuitive about hotel

Answer 71

infused waters