LQA - Check-In Flashcards
A Guest should be offered assistance immediately or if a queue was present were they acknowledged with hand or facial gestures within ___ minute of approaching the desk and offered assistance within _____ minutes?
- One
- Two
- Three
- Four
- Five
A Guest should be offered assistance immediately or if a queue was present were they acknowledged with hand or facial gestures within One minute of approaching the desk and offered assistance within Two minutes.
The complete registration process should take no more than ____ minutes from the time of joining the queue for a city hotel and ____ minutes for a resort property?
The complete registration process should take no more than 10 minutes from the time of joining the queue for a city hotel and 15 minutes for a resort property.
At check-in, you should reconfirm the following (select all that apply):
Newspaper
Bed preference
Smoking preference
Pre-arranged bookings
Departure date
At check-in, you should reconfirm the following:
Newspaper,
Bed preference,
Smoking preference,
Pre-arranged bookings, and
Departure date.
The room must be ready by the advertised check-in time. True or False?
True - The room must be ready by the advertised check-in time.
If the room is not ready on arrival, the Colleague should offer the Guest access to the ______ ________ and the guest should be advised of the estimated time that the room will be ready and kept informed accordingly.
If the room is not ready on arrival, the Colleague should offer the Guest access to the hotel’s facilities (e.g. luggage storage, restaurants, fitness center, spa, changing rooms, room charge facility, Wi-fi, etc.) and the Guest should be advised of the estimated time that the room will be ready and kept informed accordingly. (e.g. via mobile, in person)
If it is the Guest’s first time to visit the Resort, the Colleague (receptionist, porter, butler) should offer a brief orientation to the hotel by pointing out a minimum of ____ key hotel facilities.
If it is the Guest’s first time to visit the Resort, the Colleague (receptionist, porter, butler) should offer a brief orientation to the hotel by pointing out a minimum of two key hotel facilities.
(e.g. location of breakfast restaurant, fitness center, spa, business center, etc.).
At check-in, we should always offer porterage assistance? True or False
True - At check-in, we should always offer porterage assistance.
At check-in, you should escort the Guest to the room (or offer to). True or False?
True - At check-in, you should escort the Guest to the room (or offer to).
Note: You could have the Guest escorted by another Colleague, but you must introduce the other Colleague to the Guest by name. (example: Ms. Smith, this is George and he will be escorting you to your suite. If there is anything additional I can do to assist you, please let me know.)
If an escort to the room was not offered (or the guest declined), the Colleague should provide directions to the ________ and ___________ ______.
If an escort to the room was not offered (which is not good or the Guest declined an escort), the Colleague should provide directions to the elevator/lift and allocated room.
At the end of all conversations, all Colleagues should offer a ____________ and ___________,
special service
sincere farewell
show appreciation
up-sell them
At the end of all conversations, all Colleagues should offer a sincere farewell and show appreciation,
All Colleagues should be well groomed and neatly presented in clean, well fitted uniforms including clean masks (where applicable) and, if applicable, wearing name badges, resulting in a positive first impression. (True or False)
True - All Colleagues should be well groomed and neatly presented in clean, well fitted uniforms including clean masks (where applicable) and, if applicable, wearing name badges, resulting in a positive first impression.
The employee’s speech should be _____ and the use of ______ satisfactory, enabling engagement in two-way conversation with the Guest.
The employee’s speech should be clear and the use of English satisfactory, enabling engagement in two-way conversation with the Guest.
The Colleagues should engage in a ____-_____, _______ (non-scripted,
jargon/slang free), ________ and __________ ______.
The Colleague should engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner.
The Colleague should use the guest’s ____ naturally and _________ without overusing it.
The Colleague should use the guest’s name naturally and discreetly without overusing it.
The Colleague should display a high level of __________ when carrying out their duties and they should be ____________ when answering questions about the other hotel facilities or immediately offer to find out the information required.
The Colleague should display a high level of confidence when carrying out their duties and they should be knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required.
The service should be __________/________ with the Colleague thinking ahead to act on future needs/opportunities of the Guest.
The service should be anticipatory/intuitive with the Colleague thinking ahead to act on future needs/opportunities of the Guest.
The Colleague should adapt to any changing __________ and/or Guest’s ______.
The Colleague should adapt to any changing situation and/or Guest’s need.
The Colleague should make every effort to meet the _____‘_ _______ or offer a ________ ___________.
The Colleague should make every effort to meet the Guest‘s requests or offer a suitable alternative.
We should all ___________ the interactions in any way and ______ the Guest as an __________.
We should all personalize the interactions in any way and engage the Guest as an individual.
All Colleagues should __________ __________ to ensure service was
organized and professional without being intrusive or repetitive.
All Colleagues should collaborate seamlessly to ensure service was
organized and professional without being intrusive or repetitive.
Example: If you know the Guest likes still water instead of sparkling, add the notes to SAGA and this will give the next server the opportunity to delight the Guest by asking, would you like still water this time as well?
All Colleagues should ______ ______, avoid ____________ and give the guest their undivided attention.
All Colleagues should actively listen, avoid interrupting and give the guest
their undivided attention (i.e. the guest should not have to repeat
themselves).
Colleagues should maintain an _____ _______ and _______ the Guest’s presence when interacting with each other.
Colleagues should maintain an alert posture and respect the Guest’s presence when interacting with each other.
(e.g. Colleagues should not be on their mobile and there should not be laughing, whispering, or playing with other Colleagues when Guest are present.)
All Colleagues should display ____-_______ and _______ in challenging interactions and offer a _________ alternative/resolution.
All Colleagues should display self-control and empathy in challenging interactions and offer a suitable alternative/resolution.
All Colleagues should greet the Guest, by: _________________.
All Colleagues should greet the Guest by placing their hand on heart. This should be used whenever you engage with a Guest.
As part of your uniform, you should be wearing ___ ______ _____.
As part of your uniform, you should be wearing the One&Only pin.
All children should be individually greeted. True or False?
True - All children should be individually greeted.
When greeting children, you should ______ ____ to ensure contact at ___ _____.
When greeting children, you should crouch down to ensure contact at eye level.
Who should greet all Guest upon arrival?
The General Manager/Resort Manager or Manager on Duty should greet all Guest upon arrival.
___ ______ should be presented upon arrival.
Hand Towels should be presented upon arrival.
(hot or cold, as applicable)
The Resort’s signature welcome ______ should be offered on arrival.
The Resort’s signature welcome amenity should be offered on arrival.
If a Guest arrives early, you should _____ __________.
If a Guest arrives early, you should offer breakfast.
When a guest been assigned a butler/host, they should be _________ __ _______.
When a guest been assigned a butler/host, they should be introduced by name.
If the Guest books an activity, at check-in, they should be presented with an __________.
If the Guest books an activity, at check-in, they should be presented with an itinerary.
At check-in, the guest should always be asked if they wish to ___ __/___ of marketing communications.
At check-in, the guest should always be asked if they wish to opt in/out of marketing communications. (General Data Protection Regulation - GDPR requirement)
If the Guest is travelling with children, the Resort should offer the Guest the use of a ______.
If the Guest is travelling with children, the Resort should offer the Guest the use of a stroller.
