IV Mod 5 Consistency at the Front Desk

What is the purpose of scripting at the front desk?

True or false: The front desk is not a sales position.

What should the front desk greeting encourage?

True or false: Consistent verbiage is not important for the front desk.

Why is wealth mentality important for upselling?

True or false: The front desk team should not ask questions to enhance the guest experience.

What is the purpose of offering additional opportunities?

True or false: Upselling is not important for the front desk.

What resources and training does Summit system offer?

True or false: Technology has increased the number of telephone opportunities for the front desk.

What is the first step of the four step checkout?

True or false: The Summit system does not offer resources and training for scripting and verbiage.

True or false: The first step of the four step checkout is about future reservations.

What is the second step of the four step checkout?

What is the front desk team's responsibility when it comes to problem-solving?

True or false: The front desk is responsible for solving guest problems.

The front desk is the first impression and needs consistent verbiage. The front desk is a sales position and scripts will grow sales. The scripts need to be precise and consistent. The greeting should encourage shopping. The verbiage for discussing pricing should be based on the demand of time. The front desk team should ask questions to enhance the experience and upsell services. Wealth mentality is important for upselling. Technology is reducing telephone opportunities, making it more important to have scripts and verbiage when the guest arrives.- Offering additional opportunities is important for securing future reservations and showing guests that they will be offered more than what they came for.

Summit system offers resources and training for scripting and verbiage.
Writing a phone script and handling questions about costs and levels is important.
Four step checkout is a company standard for consistency and enhancing the guest experience.
First step of the four step checkout is asking about the guest's experience to catch any problems before they leave and reinforce the idea of coming for an experience.
Second step is about future reservations, which is already noted by the service provider, so asking if they would like to schedule another appointment is unnecessary.
Front desk is not charged with solving problems, but acknowledging them and getting a number for the owners to contact the guest directly.