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What to Say/What to Do > Work - What to Do > Flashcards

Work - What to Do Flashcards

1
Q

Laundry gets delivered

A

Post before delivering!

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2
Q

If a Discoverist guest requests a 1pm check-in

A

We cannot guarantee, because we can’t kick the previous guest out

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3
Q

“Why does the rate change if I am just shortening my stay?”

A

Based on demand and availability

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4
Q

“I extended my stay. Why did my rate go up?”

A

“Rates fluctuate based on demand and availability”

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5
Q

Third party guest is checking out early

A

Let it run!

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6
Q

If a guest requests early check in

A

We can only guarantee if they pay (because paying prioritizes their room in the cleaning schedule, ensuring it’s ready earlier)

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7
Q

“Why can’t you prioritize cleaning our room without me having to pay?”

A

“To ensure fairness for all guests. Without payment, we do our best, but we can’t guarantee”

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8
Q

“I still don’t get why you can’t prioritize cleaning my room without me having to pay?”

A

“Payment secures a dedicated spot in our cleaning rotation. Prioritizing rooms without payment could delay others who have secured early check-in”

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9
Q

“Are you excited about Kamala running?”

A

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?

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10
Q

“Why can’t I put my feet up in the lobby?”

A

“Keeping feet off furniture helps us maintain a clean and comfortable space for everyone”

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11
Q

What do you do after giving a guest who complained anything? Whether it’s a free market item, breakfast, etc…

A

Call or text and follow up!

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12
Q

What do you say when following up with a guest who complained?

A

“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?”

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13
Q

“I don’t understand why we have to pay for two cups of oat milk”

A

“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.”

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14
Q

Eve says “that wasn’t cool that you indirectly called me out on the pass on”

A

“I wasn’t calling anyone out. I was passing on the information to avoid future issues.”

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15
Q

What kind of food does Oaken serve?

A

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)

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16
Q

“How do I become a Discoverist?”

A

10 nights or 25,000 points

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17
Q

“How do I become an Explorist?”

A

30 nights or 50,000 points

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18
Q

“How do I become a Globalist?”

A

60 nights or 100,000 points

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19
Q

What types of stays count towards earning Hyatt status?

A

Only nights where
- you stay at a Hyatt
- book directly through Hyatt
- use a free night award

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20
Q

Somebody needs an accessible room with 2 queen beds. They need the shower to have a railing. They also need an assisted toilet.

A

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.

21
Q

When delivering bad news

A

Express that you feel the emotions they likely feel

22
Q

What makes people respect you less?

A

Showing fear

23
Q

An employee says their doctor told them they can’t do something (lift stuff for example)

A

We need a note

24
Q

Work asks you to stay or do something you don’t want to do

A

Instead of just saying no, think of a compromise you will do

25
Q

You’re bringing the issue of disrespect from staff to upper management

A

Don’t make it about you, make it about what they aren’t doing that would better the hotel if they did it

26
Q

Sending a message to upper management for advice DO and DONT

A

DON’T - Ask if you should do A or B
DO - Say you’ll do A but if they prefer you to do B, to let you know

27
Q

“Your duties require you to come in sometime even when you are off”

A

Discuss how to balance

28
Q

Management: Nick, you did agree to come in but for a few hours and it wasn’t even the hours we asked for

A

“I want to support the team as much as possible, which is why I adjusted my personal plans to help out. Those were the hours I was able to accommodate based on my schedule. I also have other commitments I need to honor. I hope we can find a balance”

29
Q

Rooms somehow missing

A

Check Blocks Picked Up on Opera and tell Jessie

30
Q

When giving a non-Globalist a breakfast voucher, what else do you need to do?

A

Send the name to Gabe and Sandra

31
Q

What do defensive and non-defensive responses look like to being asked to come in on days off?

A

Defensive Response:
“I’m doing my best. You don’t understand my situation.”

Non-Defensive Response:
“I’m willing to help but need to balance my commitments. Can we find a solution?”

32
Q

Make sure to do what when filling out incident report?

A

Include how it concluded

33
Q

Phrase to repeat in confrontations

A

“I want to work together to find a solution”

34
Q

“You won’t get far with that attitude of not being able to come in because of your plans”

A

“I understand your perspective, and I’m committed to my role, but I also need balance to be at my best when I’m here”

35
Q

What does “room and tax to direct bill” mean?

A

The charges for the room and tax will be billed directly to a third party instead of the guest paying for them at check-out

36
Q

What do you do if a GROUP guest says room and tax is being taken care of by someone else?

A

Instead of having guest wait in lobby, change rule to 5 and collect card only for incidentals. Then find out with sales and get back to guest.

37
Q

If a guest’s ID is in the room but they need access

A

You go get the ID rather than allowing them in

38
Q

Your key won’t unlock a guest’s door, what is the first thing you do?

A

Go in the system and make sure you wrote the correct number on the card

39
Q

A guest wants to split room and tax with another guest

A

At check out, go to colleague and highlight room charges in folio and hit Split above

40
Q

Which account do we charge free breakfast to if it was related to front desk issues?

A

Rooms Hospitality (write this on globalist voucher)

41
Q

What are the first and last things you do at work?

A

The first thing: Check week’s resume
The last thing: Count key cards and sleeves

42
Q

When do you send the In Gauge leaderboard snippet?

A

Fridays!

43
Q

When is it ok to email the sales team, according to that cunt?

A

When someone wants to be part of a room block

44
Q

A guest part of a room block wants to check out a day early - what do you do?

A

Let it run!

45
Q

Before sending Sandra a question about a charge you can’t find…

A

Receive a screenshot from guest and check misc-%journal-search for card or charge

46
Q

Husband comes to check in res under wife’s name and his name hasn’t been added and we can’t reach her now. What do you do?

A

Make new res with matching rate and everything under his name. Later cancel hers free of charge.

47
Q

Should HR be included on an email about a negative guest review? Why or why not?

A

Not if you’re not consistently being mentioned in a negative way. A one off is purely an operational issue.

48
Q

When you comp a room night, where do you send the charge?

A

Post negative amount as Guest Room Allowance in drop down list in colleague

49
Q

How do you reinstate last night’s no-show?

A

Open Opera, press CTRL F4, search guest’s name and find res, and then hit Reinstate on the right

What to Say/What to Do (7 decks)

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