Porter/Doorman - Arrival Flashcards
To ensure that all Porters/Doormen understand the LQA (Leading Quality Assurance) standards.
When the Guests arrive, you should be present to welcome them.
(True or False)
True, you are supposed to be present when the Guests arrive.
If you are busy, you must positively acknowledge the Guest with a hand or facial gesture.
What should you do if the Guest arrives in a car?
- Wait for the Guest to step out of the car and walk up to you
- 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
When a Guest arrives by car, you should:
- *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
As a Porter/Doorman, how should you welcome the Guest to the hotel?
You should welcome the Guest to the hotel using the hotel name.
E.g. Welcome to One&Only The Palm. (first time arrival)
or
Welcome to One&Only The Palm, it is great to see you again. (Guest that you recognize)
When Guests arrive with their luggage, you should:
- Let them handle their own luggage
- Offer assistance with their luggage
- Confirm the number of pieces of luggage
When Guests arrive with their luggage, you should:
Offer assistance with luggage and confirm the number of pieces.
You never need to open the hotel entrance door for the Guest.
(True or False)
False. You must open the hotel entrance door for the Guest (unless it is an automated or revolving door).
Once the Guest is at the hotel entrance, what should you do?
- 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 Colleague must offer the Guest the directions to the reception desk.
Once in your care, what should be done if the Guest’s luggage is in the public area?
While in public areas, the Guest’s luggage should attended to at all times.
This let’s the Guest know that we care about their luggage and will secure it at all times.
What is the standard practice to be followed for the Guest’s luggage arrival in their Guest room?
The correct luggage should be present in the room on arrival.
Or it should be delivered within 10 minutes of the Guest’s arrival to the room for an urban hotel and 15 minutes for a resort hotel.
When you are delivering the luggage to the room you should ________ ___ ____ _____ or _______ ____ ______ and announce your department before asking to enter the room.
If required, you must wait for ___ seconds and then ________ or _______ ____ ______ again and announce your department before asking to enter the room.
When you are delivering the luggage to the room you should knock on the door or ring the doorbell and announce your department before asking to enter the room.
If required, you must wait for 10 seconds and then knock or ring the door bell again and announce your department before asking to enter the room.
Once in the room, you should offer to place the luggage on to the ________ _____ /______ in the ______ position, with the ______ facing the guest.
Once in the room, you should offer to place the luggage on to the luggage rack/bench in the correct position, with the zipper facing the guest.
Note: If a rack was not available, you must offer to get them one.
What should be done if a Guest comes wearing a coat and/or with a suit carrier?
You should offer to hang the Guest’s coat (if applicable) and suit carrier.
If a Guest has come to this property for the first time, what should you (receptionist, porter, host/butler) do when the Guest has been taken to the hotel room?
In the case of a first time Guest, the Colleague (receptionist, porter, host/butler) should 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.).
Before departing from the Guest’s room, what should you do?
Before departing from the Guest’s room, the Colleague (receptionist or porter) should offer a specific service (e.g. pressing, coffee/tea, etc.).
If the Guest had to wait for his room because they arrived early or the room was not ready, what should you do with the Guest’s luggage?
If the Guest arrived prior to the guaranteed check-in time, you should offer to store their luggage, and offer access to the business center, Wi-fi information.
Once their room is ready, the luggage should be placed in the room, so it is there when they enter the room.
You should offer a casual farewell at the end of the conversation before leaving the Guest.
(True or False)
False. You should offer a sincere farewell at the end of the conversation and show appreciation to the Guest before leaving.
To ensure you have a positive first impression, you should:
(Select all that apply)
- Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
- Be neatly presented in un-ironed, loose-fitted uniforms and optional face masks
- Wear your name badge (if applicable)
- Name badge is optional for tenured colleagues
**To ensure you have a positive first impression, you should:
- Be well groomed, neatly presented in clean, well-fitted uniforms including clean masks (where applicable)
- Wear your name badge (if applicable)**
You should to be a fluent English speaker in order to interact with the guests.
(True or False)
Your speech should 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)
As a Porter/Doorman, you should engage with Guests in a _______ , _______ , ______ and _______ manner.
As a Porter/Doorman, you should engage with Guests in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner.
As a Porter/Doorman, you should display _ ____ _____ __ __________ and _________ in your role.
As a Porter/Doorman, you should display a high level of confidence and knowledge in your role.
You should display a high level of confidence when carrying out your duties and/or display knowledge when answering questions about the other hotel facilities or immediately offer to find out the information required.
You should use the Guest’s name __________ without _________ it.
You should use the Guest’s name discreetly without overusing it.
Service should be…
(Select all that apply)
- Applied to every special Guest
- Intuitive and adapted to meet each Guest’s exact or changing needs
- Reactive to each Guest’s needs
Service should be intuitive and adapted to meet each Guest’s exact or changing needs, also thinking ahead to act on future needs/opportunities.
If you are unable to meet the Guest’s exact requests, you must:
- Find someone else who can do it for them and leave
- Make every effort to meet the Guest’s requests or offer a suitable alternative
- Do what you can
You should make every effort to meet the Guest’s requests or offer a suitable alternative.
You should ___________ your interaction with the Guest, and engage with them as an ________.
You should personalize the interaction with the Guest and engage with themt as an individual.
Colleagues should collaborate seamlessly, ensuring service is _________, ____________, and ___-________.
Colleagues should 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™.
While interacting or speaking with the Guest, you should…..
(Select all that apply)
- Refrain from interrupting the Guest
- Actively listen to them
- Give them undivided attention and avoid making them have to repeat themselves
- Maintain alert postures
- Respect the Guest’s presence
When interacting or speaking with the Guest, you should
-
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**
If we actively listen to the Guest and provide them our undivided attention, we are showing we listened, care about them, value and respect them. Maintaining an alert posture is essential as it shows you are attentive and respectful to the Guest.
If applicable, in a challenging situation, you are expected to display _________ and ______ and offer a suitable _______/________.
In a challenging situation, you are expected to display self-control and empathy and offer a suitable alternative/resolution.
What gesture should you use when approaching or passing by the Guest?
When you are approaching or passing by Guest, you should use the One&Only Hand on Heart welcome gesture (placing your hand on heart).
If Guests ask for directions:
- You should help them with the directions
- Show them the way on the map
- Offer to escort them respecting physical distancing guidelines
If Guests ask for directions, you should offer to escort them, respecting physical distancing guidelines.
The porter/doorman should never remove the security tags/tapes from the Guest’s luggage.
(True or False)
False. The porter/doorman should offer to remove the security tags/tapes from the Guest’s luggage.
Which statement is true upon the Guest’s arrival?
- Any colored luggage tag must be securely attached to the main luggage
- One&Only luggage tag must be attached to each of the Guest’s luggage
One&Only luggage tag must be attached to each of the Guest’s luggage on arrival.
