Porter/Doorman - Arrival

Question 1

When the guests arrive, are you supposed to be present to welcome them?

Answer 1

Yes, you are supposed to be present when the guests arrive.

If he is busy, you must positively acknowledge the guest with a hand or facial gesture.

Question 2

What should you do if the guest arrives in a car?

1. Wait for the guest to step out of the car and walk up to you
2. Offer assistance opening car doors on arrival
3. Offer to valet the car
4. Give them instructions on how to call for the car and provide a car collection ticket

Answer 2

• Offer assistance opening car doors on arrival
• Offer to valet the car
• Give them instructions on how to call for the car and provide a car collection ticket

Question 3

How would you welcome the guest to the hotel?

Answer 3

You must welcome the guest to the hotel using the hotel name.

Question 4

When guests arrive with their luggage, you should:

1. Let them handle their own luggage
2. Offer assistance with their luggage
3. Confirm the number of pieces of luggage

Answer 4

You must offer assistance with luggage and confirm the number of pieces.

Question 5

You never need to open the hotel entrance door for the guest.
True/False.

Answer 5

False. You must open the hotel entrance door for the guest (unless it is an automated or revolving door).

Question 6

Once the guest is at the hotel entrance, what all must the you do?

Answer 6

• Escort the guest to reception, whilst practicing physical distancing. Introduce him/her by name to the receptionist or use technology (i.e. microphone/headpiece) to pass on the guest’s name.
  OR
• If not the above, the employee must offer the guest the directions to the reception desk.

Question 7

Once in your care, what should be done if the guest’s luggage is in the public area?

Answer 7

It must be attended to AT ALL TIMES.

Question 8

What is the standard practice to be followed for the guest’s luggage arrival in their respective room?

Answer 8

The correct luggage must be present in the room on arrival.
Or it must be delivered within 10 minutes of the guest’s arrival to the room for an urban hotel and 15 minutes for a resort hotel.

Question 9

When you are delivering the luggage to the room you must ________ ___ ____ _____ or _______ ____ ______.
If required, you must wait for ___ seconds and then ________ or _______ ____ ______ again.

Answer 9

The employee must knock on the door or ring the doorbell.
If required wait 10 seconds, and then knock on the door/ring the doorbell again and announce your department before asking to enter the room.

Question 10

Once in the room, you must offer to place the luggage on to the ________ _____ /______ in the ______ position, with the ______ facing the guest.

Answer 10

The employee must offer to place the luggage on to the luggage rack/bench in the correct position, with the zipper facing the guest.

And if a rack was not available, you must offer to get them one.

Question 11

What must be done if a guest comes wearing a coat and/or with a suit carrier?

Answer 11

You must offer to hang the guest’s coat (if applicable) and suit carrier.

Question 12

If a guest has come to this property for the first time, what should you (receptionist, porter, butler) do when the guest has been taken to the hotel room?

Answer 12

In the case of a first time guest, the employee (receptionist, porter, butler) must offer (i.e. not automatically provide) the option of a brief orientation to the room by pointing out a minimum of two unique/relevant features (e.g. location of safe if hidden, complex technical features, etc.).

Question 13

Before departing from the guest’s room, what should you do?

Answer 13

The employee (receptionist or porter) must offer a specific service before departing (e.g. pressing, coffee/tea, etc.).

Question 14

If the guest had to wait for his room, what should you do with the guest’s luggage?

Answer 14

You must ensure the luggage is placed into the room prior to his/her arrival.

Question 15

You must offer a casual farewell at the end of the conversation before leaving the guest.

True/False

Answer 15

False.

You must offer a sincere farewell at the end of the conversation and show appreciation to the guest before leaving.

Question 16

To ensure you have a positive first impression, you must:

1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
2. Be neatly presented in un-ironed, loose-fitted uniforms and optional face masks
3. Wear your name badge
4. Name badge is optional for tenured employees

Answer 16

To ensure you have a positive first impression, you must:

1. Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
2. Wear your name badge

Question 17

You need to be a fluent English speaker in order to interact with the guests.

Answer 17

Your speech must be clear with satisfactory use of English, enabling engagement in two-way conversation with the guest.
i.e. Have an intelligently fair approach given some limitations due to face masks

Question 18

As a Porter/Doorman, you must engage with guests in a _______ , _______ , ______ and _______ manner.

Answer 18

You must engage with guests in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner (intelligently fair approach given some limitations due to face masks).

Question 19

As a Porter/Doorman, you should display _ ____ _____ __ __________ and _________ in your role.

Answer 19

As a Porter/Doorman, you should display a high level of confidence and knowledge in your role.

You must display confidence when carrying out your duties and be knowledgeable when answering questions about the hotel facilities or any other question asked by the guest. Even if you don’t know the answer, you must immediately offer to find out the information required.

Question 20

You should use the guest’s name __________ without _________ it.

Answer 20

You should use the guest’s name discreetly without overusing it.

Question 21

Service should be…

1. Applied to every special Guest.
2. Intuitive and adapted to meet each Guest’s exact or changing needs.
3. Reactive to each Guest’s needs.

Answer 21

Intuitive and adapted to meet each Guest’s exact or changing needs, also thinking ahead to act on future needs/opportunities.

Question 22

If you are unable to meet the guest’s exact requests, you must:

1. Find someone else who can do it for them and leave
2. Make every effort to meet the guest’s requests or offer a suitable alternative
3. Do what you can

Answer 22

You must make every effort to meet the guest’s requests or offer a suitable alternative.

Question 23

You must ___________ your interaction with the guest, and engage with them as an ________.

Answer 23

You must personalize the interaction and engage with the guest as an individual.

Question 24

Colleagues should collaborate seamlessly, ensuring service is _________, ____________, and ___-________.

Answer 24

Collaborate seamlessly, ensuring service is organized, professional, and non-intrusive. It should also not be repetitive.

Note: Ensure to connect various departments with any guest’s requests, feedback, and purpose of visit you get to know of during your interaction with the guest. This demonstrates to our Guests that we listened to them and communicate across the Resort.
The smallest details create Amazing Experiences and Everlasting Memories™.

Question 25

While interacting or speaking with the guest, you should…..

1. Refrain from interrupting the Guest
2. Actively listen to them
3. Give them undivided attention and avoid making them have to repeat themselves
4. Maintain alert postures
5. Respect the guest’s presence
6. All of the above

Answer 25

All of the above.

If you actively listen to the Guest and provide them your undivided attention, it shows that you listened, cared about them, and value them.

It is important that you maintain alert postures and respect the guest’s presence when interacting with them.

Question 26

If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.

Answer 26

In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.

Question 27

What gesture should you use when approaching or passing by the guest?

Answer 27

The One&Only welcome gesture (employee places hand on heart).

Question 28

If guests asked for directions…

You must help them with the directions
Show them the way on the map
Offer to escort them respecting physical distancing guidelines

Answer 28

If guests asks for directions, you must offer to escort them, respecting physical distancing guidelines.

Question 29

The porter/doorman must never remove the security tags/tapes from the guest’s luggage.

True/False

Answer 29

False.

The porter/doorman must offer to remove the security tags/tapes from the guest’s luggage.

Question 30

On arrival….

1. Any colored luggage tag must be securely attached to the main luggage
2. One&Only luggage tag must be attached to each of the guest’s luggage

Answer 30

One&Only luggage tag must be attached to each of the guest’s luggage on arrival.