Podcast
Questions and Answers
What is the primary purpose of encouraging guests to check-in online before arrival?
What is the primary purpose of encouraging guests to check-in online before arrival?
Guests who arrive in the morning must wait until 16:00 to enter the theme park.
Guests who arrive in the morning must wait until 16:00 to enter the theme park.
False
Besides the kiosk, where else can guests check-in once their room is ready?
Besides the kiosk, where else can guests check-in once their room is ready?
concierge/reception desk
Guests receive a notification when their room is ready via SMS message or ______.
Guests receive a notification when their room is ready via SMS message or ______.
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What should staff do when assisting guests at a check-in kiosk?
What should staff do when assisting guests at a check-in kiosk?
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If a guest has not checked-in online, they must wait until 16:00 to check in.
If a guest has not checked-in online, they must wait until 16:00 to check in.
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What two options are available when checking in at the kiosk?
What two options are available when checking in at the kiosk?
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Match the check-in status with the required action:
Match the check-in status with the required action:
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Which of the following is NOT a standard procedure for manual check-ins?
Which of the following is NOT a standard procedure for manual check-ins?
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For international guests, only a driver's license is required for manual check-in.
For international guests, only a driver's license is required for manual check-in.
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What amount is taken as a pre-authorisation deposit during a manual check-in?
What amount is taken as a pre-authorisation deposit during a manual check-in?
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After checking a guest into their room, staff should direct them to their room and wish them an ______ stay.
After checking a guest into their room, staff should direct them to their room and wish them an ______ stay.
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Match the actions with the appropriate stage of the manual check-in process:
Match the actions with the appropriate stage of the manual check-in process:
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What should staff do after printing the registration card?
What should staff do after printing the registration card?
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If a guest travels by car, their car registration is not required for check-in.
If a guest travels by car, their car registration is not required for check-in.
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Where should you note down a non-UK guest's identification number?
Where should you note down a non-UK guest's identification number?
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What should you discuss with guests as a conversation starter when assisting them at the kiosk?
What should you discuss with guests as a conversation starter when assisting them at the kiosk?
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Apple Pay and Android Pay are acceptable forms of payment for the £5.00 pre-authorization during check-in.
Apple Pay and Android Pay are acceptable forms of payment for the £5.00 pre-authorization during check-in.
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The pre-authorization amount of £5.00 will be released back into the guest's account within __________ working days after checkout.
The pre-authorization amount of £5.00 will be released back into the guest's account within __________ working days after checkout.
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Besides asking about the park, what else should you ensure about the guests' reservations when assisting them at the kiosk?
Besides asking about the park, what else should you ensure about the guests' reservations when assisting them at the kiosk?
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If a guest is going into the park the next day, what should you provide them with?
If a guest is going into the park the next day, what should you provide them with?
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Match the following actions with their descriptions:
Match the following actions with their descriptions:
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If a guest refuses to pay the £5.00 pre-authorization, they can still be checked into their room.
If a guest refuses to pay the £5.00 pre-authorization, they can still be checked into their room.
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What should you do after guests keys are printed and the room number has been given?
What should you do after guests keys are printed and the room number has been given?
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Study Notes
Front of House Training: Manual & Kiosk Check-Ins
- Objectives: Perform kiosk check-ins with excellent customer service, minimizing queues; perform manual check-ins proficiently on OPERA; answer guest questions.
Check-In Timeline
- 3 days before arrival: Guests receive emails to check in online, pre-filling details.
- Arrival: Guests with theme park tickets can go straight to the park.
- Room ready: Guests who checked in online receive SMS/email notifications; rooms ready by 4 PM. Guests can check-in at kiosks or the front desk (kiosk preferred).
Online Check-In
- Two options: "Pick up my keys" using a QR/pickup code; "Check-in" if room is ready (6-digit confirmation needed).
- Guest assistance: Ask about their day, provide recommendations (rides, park tips), confirm breakfast/dinner reservations, provide facility details.
Kiosk Check-Ins (Skill)
- Efficient check-in: Multiple guests simultaneously.
- Excellent customer service: Best possible service at the kiosk.
- Troubleshooting: Handle kiosk issues and complete the check-in process online if needed.
Pre-authorisation
- Credit card required: A £5 pre-authorization is required for room bookings.
- Purpose: Checks for potential fraudulent activity.
- Refund: The deposit is released within 5-10 days after check-out.
- Room access: The deposit is necessary for room access.
Manual Check-ins (OPERA)
- Procedures: Gather guest details (name, booking reference), confirm home address/postcode, ensure the room is 'inspected'; obtain photo ID (passport for international guests), confirm details/sign registration card; record car registration if applicable; take the £5 deposit; check the guest into the room; hand over keys.
- Guest experience: Friendly, professional, and informative interaction. Make guests feel welcome and inform them about the resort.
Evaluation Checklist
- This section outlines the criteria for evaluating performance in kiosk and manual check-ins.
- Specific objectives are given around check-in processes; employee feedback, and trainer's feedback are also included.
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Description
This quiz covers the essential procedures for kiosk and manual check-ins at front of house operations. It emphasizes the importance of excellent customer service and efficient processes to enhance the guest experience. Test your knowledge on the check-in timeline, online options, and best practices for assisting guests.
