Work - What to Do Flashcards
Laundry gets delivered
Post before delivering!
If a Discoverist guest requests a 1pm check-in
We cannot guarantee, because we can’t kick the previous guest out
“Why does the rate change if I am just shortening my stay?”
Based on demand and availability
“I extended my stay. Why did my rate go up?”
“Rates fluctuate based on demand and availability”
Third party guest is checking out early
Let it run!
If a guest requests early check in
We can only guarantee if they pay (because paying prioritizes their room in the cleaning schedule, ensuring it’s ready earlier)
“Why can’t you prioritize cleaning our room without me having to pay?”
“To ensure fairness for all guests. Without payment, we do our best, but we can’t guarantee”
“I still don’t get why you can’t prioritize cleaning my room without me having to pay?”
“Payment secures a dedicated spot in our cleaning rotation. Prioritizing rooms without payment could delay others who have secured early check-in”
“Are you excited about Kamala running?”
Politics can be a lively topic, but I like to keep things focused on making your stay enjoyable. Anything special you’re looking forward to during your visit?
“Why can’t I put my feet up in the lobby?”
“Keeping feet off furniture helps us maintain a clean and comfortable space for everyone”
What do you do after giving a guest who complained anything? Whether it’s a free market item, breakfast, etc…
Call or text and follow up!
What do you say when following up with a guest who complained?
“I wanted to check in and make sure everything is going well and that any issues have been resolved to your satisfaction. Is there anything else I can assist you with?”
“I don’t understand why we have to pay for two cups of oat milk”
“I understand it may seem like a small request, but we have to follow our pricing policies to ensure fairness to all our guests. I appreciate your understanding and continued loyalty”
“Small request, but policies are clear,
Fair pricing keeps it equal here.”
Eve says “that wasn’t cool that you indirectly called me out on the pass on”
“I wasn’t calling anyone out. I was passing on the information to avoid future issues.”
What kind of food does Oaken serve?
An American Bistro with global cuisine. (Example, Huacatay Caesar salad, the octopus is Spanish influence, fish and chips isn’t a British take, Argentinian dip)
“How do I become a Discoverist?”
10 nights or 25,000 points
“How do I become an Explorist?”
30 nights or 50,000 points
“How do I become a Globalist?”
60 nights or 100,000 points
What types of stays count towards earning Hyatt status?
Only nights where
- you stay at a Hyatt
- book directly through Hyatt
- use a free night award
Somebody needs an accessible room with 2 queen beds. They need the shower to have a railing. They also need an assisted toilet.
Give them a regular queen room and we can put a chair inside the shower, and a chair with handles for the toilet. All our showers have railings.
When delivering bad news
Express that you feel the emotions they likely feel
What makes people respect you less?
Showing fear
An employee says their doctor told them they can’t do something (lift stuff for example)
We need a note
Work asks you to stay or do something you don’t want to do
Instead of just saying no, think of a compromise you will do
