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J.W. Marriott > Service Cup > Flashcards

Service Cup Flashcards

1
Q

What park surrounds our resort

A

Tucson Mountain Park

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2
Q

What is the hotel’s overall satisfaction wig

A

70.4

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3
Q

describe what a lead measure is

A

lead measure gives leverage and support to drive our wig

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4
Q

intuition service notes

A

12,13,14

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5
Q

what two service notes fall on tuesday

A

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

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6
Q

what two service notes fall on thursday

A

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

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7
Q

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

A

be thoughtful: add the unexpected

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8
Q

what service note talks about identify, own, resolve

A

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

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9
Q

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

A

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

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10
Q

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

A

be present: pause and engage

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11
Q

reflect urgency

A

be swift: hop to it

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12
Q

what service note speaks about our guests time

A

8

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13
Q

what should we be confident and professional about

A

our vocabulary, posture, etiquette and personal appearance

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14
Q

9

A

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

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15
Q

how do you practice service note number 1

A

growth

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16
Q

genuine welcome and gracious goodbye

A

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

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17
Q

leading with a yes

A

be open

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18
Q

connection service notes

A

6,7,8,9,10,11

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19
Q

teamwork and contribution

A

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

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20
Q

service note connections

A

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

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21
Q

core values

A

authentic, intuitive, crafted

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22
Q

mitakuye oyasin

A

mitakuye oyasin

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23
Q

mitakuye oyasin start time

A

7:30

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24
Q

what happens at 5:30

A

the legend of arriba abajo tequila toast

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25
Q

foundation service notes

A

1,2,3,4,5

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26
Q

Griffin

A

lion, eagle

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27
Q

we want our guests to

A

feel welcome, comfortable and free to be themselves

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28
Q

3 uniform items

A

griffin, name badge, service note card

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29
Q

guests are

A

accomplished

30
Q

most important to guests

A

service

31
Q

3 passions

A

wellness, culinary, culture

32
Q

GUEST

A

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

33
Q

15 feet

A

stop, eye contact, smile, step into interaction

34
Q

5 feet

A

verbally engage with guest

35
Q

LEARN

A

listen, empathize, apologize, respond, and notify

36
Q

3 places to learn great service

A

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

37
Q

how long for memories

A

lifetime

38
Q

elevator rules

A

guest first

39
Q

giving directions

A

escort or use an open palm

40
Q

most valuable asset

A

time

41
Q

what speed of service

A

speed guests wants to be served

42
Q

lion

A

strength and courage

43
Q

voice concept

A

quietly powerful

44
Q

hotel jargon

A
  1. double-double, GM, GRA, ASAP
45
Q

eye-contact, in tune or out of tune?

A

in tune

46
Q

no two handed?

A

serving a plate at a table

47
Q

guest cares: products or service?

A

service

48
Q

saying no while leading yes

A

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

49
Q

serve first: bond or the guest?

A

the guest

50
Q

eagle represents?

A

flight and vision

51
Q

instead of no when cant say yes what do?

A

offer multiple options

52
Q

how do we build brand loyalty

A

by living the JW Marriott core values

53
Q

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

A

flawless service

54
Q

example of “authentic” at our resort

A

mitakuye oyasin

55
Q

bsa acronym?

A

brand standard audit

56
Q

provide warm and sincere closing

A

make own answer

57
Q

daily rehearsals

A

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

58
Q

be swift

A

respond in a manner that reflects guests urgency

59
Q

makes hotel crafted

A

natural wash

60
Q

how many service notes

A

14

61
Q

standing ovation

A

ways to recognize associates or teams

62
Q

signature grill

A

southwestern American cuisine

63
Q

golf holes

A

27

64
Q

open ended

A

how is your experience at the pools today

65
Q

be thoughtful

A

anticipate the guests needs and deliver beyond their expectations

66
Q

number of service harmonies

A

4

67
Q

number of rooms

A

575

68
Q

name of hotel’s spa

A

hashani spa

69
Q

names of golf courses

A

rattler, roadrunner, coyote

70
Q

catalina bbq

A

sw bbq

71
Q

intuitive about hotel

A

infused waters

J.W. Marriott (1 decks)

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