Standards

Question 1

Standard #1: What are the 4 S’s?

Answer 1

Stop, Stand and make eye contact, Smile, Salutation: “Good morning,” “Good afternoon,” or “Good evening.”

Question 2

Standard #2: Associates are _________________ _____-__________________.

Answer 2

Associates are extremely well-spoken.

Question 3

Standard #3: Associates are always ____________ and maintain a _______________ ______________.

Answer 3

Associates are always polite and maintain a gracious tone.

Question 4

Standard #4: Associates make _______ ______________ and maintain ____________________ _________ _____ _______________.

Answer 4

Associates make eye contact and maintain focus with the guest.

Question 5

Standard #5: Associates stop _______ _________________ ____________________ whenever a _______________ ______ ___________________.

Answer 5

Associates stop all personal conversations whenever a guest is present.

Question 6

Standard #6: Associates __________________ and _______________ _______________ of the guest.

Answer 6

Associates listen and anticipate needs of the guest.

Question 7

Standard #7: Associates are always ________-__________________ about the ________________ ___________________.

Answer 7

Associates are always well-informed about the entire resort.

Question 8

Standard #8: Associates always act with ___ _____________ ____ ____________________.

Answer 8

Associates always act with a sense of urgency.

Question 9

Standard #9: Associates always use the guest’s name __________ _____________ throughout ________ ___________________________.

Answer 9

Associates always use the guest’s name three times throughout any interaction.

Question 10

Standard #10: Associates always close interactions with an _____________________ and _________________ _________________.

Answer 10

Associates always close interactions with an appreciative and anticipatory remark.

Question 11

Standard #11: Associates are always ________-____________. Attire is ___________, __________, _____________ and _________________________.

Answer 11

Associates are always well-groomed. Attire is clean, pressed, fitted and professional.

Question 12

Standard #12: Associates always maintain ________________ _____________, never having their ____________ _____ _________________ or ___________ _____________________.

Answer 12

Associates always maintain appropriate posture, never having hands in pockets or arms folded.

Question 13

Standard #13: Associates never _________. _________. __________ _________ or _________ in guest view.

Answer 13

Associates never smoke, drink, chew gum or eat in guest view.

Question 14

Standard #14: Associates never say “____” without ________________ _______________________.

Answer 14

Associates never say “No” without offering alternatives.

Question 15

Standard #15: Associates never say “___ ________ ________” ________________ ______________ ___ _______________ ____ _______________________ ____ ____ _____________.

Answer 15

Associates never say “I don’t know” without offering to obtain the information for the guest.

Question 16

Standard #16:Associates always escort guests, ________________ ______ ___ _______ _________——- never ________________.

Answer 16

Associates always escort guests, gesturing with an open palm, never pointing.

Question 17

Standard #17: Associates always maintain Montage ____________________ _____________________.

Answer 17

Associates always maintain Montage confidentiality standards.

Question 18

How should the telephone always be answered?

Answer 18

“Good morning,” “Good afternoon,” or “Good evening.” (with a welcoming tone and a smile in your voice)
“Thank you for calling (department name)”
“My name is Richard, how may I assist you?”
Closing: “Is there anything further I may assist you with?”