LQA - Check-Out Flashcards
A Guest should be offered assistance immediately or if a queue was present they should be acknowledged with hand or facial gestures within ___ minute of approaching the desk and offered assistance within _____ minutes.
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A guest should be offered assistance immediately or if a queue was present they should be acknowledged with hand or facial gestures within 1 minute of approaching the desk and offered assistance within 2 minutes.
The complete check-out process should take no more than ____ minutes from the time of joining the queue.
The complete check-out process should take no more than 10 minutes from the time of joining the queue.
The Guest should be offer the opportunity to verify all _______.
The Guest should be offer the opportunity to verify all charges.
(e.g. print folio, verbally advise, display on screen)
The bill should be clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges. (True or False)
True - The bill should be clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges.
(e.g. charges that the guest was not made aware of)
What should the Colleague do if there are charges on the folio they are not aware of?
The Colleague should be able to access back-up documentation quickly and quickly and discreetly remove any charges that are not correct.
If the charges are agreed with the Guest, the Colleague should verify the _____ _________ and complete the transaction in a _____ and _________ manner.
If the charges are agreed with the Guest, the Colleague should verify the method of payment and complete the transaction in a quick and efficient manner.
At check-out the Colleague should offer to send the folio via email. (True or False)
True - At check-out the Colleague should offer to send the folio via email.
Note: It should be sent within 2-hours of check out unless advised of an expected delay. If the folio is printed, it should be neatly presented in a billfold/envelope.
At check-out the Colleague should offer assistance with: (choose all that apply)
Printing boarding pass
Luggage
Lunch
Onward transport (or reconfirm any pre-arranged transport)
At check-out the Colleague should offer assistance with: (choose all that apply)
Luggage
Onward transport (or reconfirm any pre-arranged transport)
At any point of the check-out process, we should ask _______________________.
At any point of the check-out process, we should ask if the guest enjoyed their stay.
To take it to the next level, we should ask about their stay and offer to book a reservation to visit again or for another of the amazing properties in the Kerzner family.
Note: if there are any issues that are raised, they should be dealt with in accordance with local procedures.
At check-out, the Colleagues should show ___________ for the Guest’s business and extend an invitation to _____.
At check-out, the Colleagues should show appreciation for the Guest’s business and extend an invitation to return.
At check-out, you should offer a ______ ________ at the end of the conversation and _____ ____________.
At check-out, you should offer a sincere farewell at the end of the conversation and show appreciation.
All Colleagues should be well groomed and neatly presented in clean, well fitted uniforms including clean mask (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 mask (where applicable) and, if applicable wearing name badges, resulting in a positive first impression.
The Colleague’s speech should be _____ and the use of ______ satisfactory, enabling engagement in two-way conversation with the Guest.
The Colleague’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
Note: 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. We should not be on our mobile phones and nor should we be laughing, whispering, or playing around with each other in the presence of Guest.)
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 we 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.
The children should be wished a farewell on departure. (True or False)
True - The children should be wished a farewell on departure (if applicable).
When wishing the children a fond farewell, you should ______ ____ to ensure contact at ___ _____.
When greeting children, you should crouch down to ensure contact at eye level.
The Guest should be offered the option to settle the bill on the last evening of their stay to __________ ____ _____ _________ _____ __ 9am.
The Guest should be offered the option to settle the bill on the last evening of their stay to facilitate with early departure prior to 9am.
Note: not applicable to late departures.
Who should meet the Guest on departure and wish them a farewell?
The General Manager/Resort Manager or Manager on Duty should meet the Guest on departure and wish them a farewell.
