Questions and Answers
What are the different classifications of Fire Emergency codes mentioned in the content?
What should staff do if the Fire Alarm was not silenced?
Raise the alarm through handheld radio.
What is the specific emergency code for 'Guest injury/illness' mentioned in the content?
Code 14
Match the Emergency Codes with their descriptions:
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Why is it important to get all the pertinent details of the guest?
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Why do we need to log the request of the guest?
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Will it make any difference if we verify or review the details provided by the guest?
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What is the standard Crimson spiel in answering internal calls?
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Why is it important to ensure that the Golden Rules are visible to all the staff?
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How can training the staff about the Golden Rules prior to their duty boost their awareness?
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Why is it important for staff to have their own copy of the Golden Rules?
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Why is it important to know the features of the PABX Console?
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Why is it important to confirm the accuracy of guest messages before processing them?
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What is the importance of using access codes properly?
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What should a bellman do if the guest is not in the room upon delivery of a message?
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Why is this task important for you and our guests?
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Why is it important to make courtesy calls within 15 minutes after the guest checked in?
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Why is it important to log all guest concerns from the courtesy calls in a specific logbook?
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Why is this task important for you and our guests?
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What is the importance of doing courtesy calls?
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Why is this task important for you and our guests?
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Why is it necessary to know the details of a business call?
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What is Code 18?
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How to fill up the call slip form?
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What is Code 20?
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What details do you need to procure about a patient?
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Why is it important to determine the type of luggage storage needed?
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How long could a luggage be kept for long-term storage?
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What will happen if we miss one detail of the patient?
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Why is it important to raise the correct emergency code?
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Why is it important to monitor the status of the patient?
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What is Code 4?
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Why is it important to stay calm when dealing with a bomb threat?
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What tool do you use when talking with the caller?
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Why is it important to raise the alarm immediately in case of a bomb threat?
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Why is it important to log all relevant activities monitored?
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Why is this task important for you and our guests?
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Why is it important to be attentive in getting the requests of the guest?
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Why do we need to prepare the things needed if guest would like to have a wakeup call or DND?
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Why is it important to answer calls immediately?
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What should be the tone of voice when answering calls?
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Why do we need a standard phraseology in answering calls?
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Why is it important to get all the pertinent details of the guest?
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Why is it highly discouraged to store perishable and high-value items?
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What is one of the guest expectations regarding storage for perishable items?
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Must perishable items be properly tagged and details recorded in a logbook?
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Guests must inform if the perishable item needs to be stored at room temperature, chilled, or _____?
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What is one of the tasks related to handling group check-in luggage?
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What is one key reason for delivering guest luggage to the right room?
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Can the user specify the name of the caller who made the booking on behalf of the staying guest?
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What field specifies information that points directly to the guest?
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Do the notes field directly pertain to the reservation itself?
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What field do you use for upsell or upgrade?
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Is the room type the guest is staying in the one they necessarily pay for?
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Why is it important to ask for the claim stub?
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Why is it important to let the guest check the vehicle upon retrieval?
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What is the complete address of the resort?
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What landmarks will help guests in locating the resort?
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Can you name some nearby reputable restaurants?
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What transportation options can guests take?
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Why is it important to know the HMS terminologies?
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Why is it necessary to completely fill up the mandatory field?
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Site some details that we need to procure in making a reservation.
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Why is it important to ensure luggage delivery must be in the right room/guest?
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Why do we need to confirm any add on preference to guests?
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Guests expect that all vehicles will be properly secured by the concierge staff once parked. (True/False)
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What needs to be presented upon claiming the vehicle during valet parking? The guest must present the ______.
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Match the transportation questions with their corresponding actions:
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Study Notes
Golden Rules
- The Golden Rules should be placed in areas visible to all concerned staff, printed, laminated, and placed at the Back Office.
- Staff should know the latest version of the Golden Rules, which is updated in the Doc.matrix.
- All staff must undergo training on the Golden Rules before going to their specific stations.
Front Office Standard Operating Procedure
- The guest expectation is to provide guests with basic services that are essential to their overall experience.
- Staff should know how to handle calls efficiently, including knowing the PABX Console and its features, originating local and outgoing calls, and picking up calls from other extension lines.
Handling Messages
- Guest status must be checked prior to taking a message to ensure the guest is still in-house.
- Messages should be read back to the caller to confirm accuracy and entered into the computer.
- Messages should be delivered to the guestroom, and if the guest is not in, the bellman should take action.
Handling Emergencies: Fire
- There are three fire alarm codes: Code 1 (Fire Alarm Raised/Activation), Code 2 (Confirmed Fire/Actual Fire), and Code 3 (Fire Out of Control/Full Evacuation).
- In a Code 1 situation, the alarm should be silenced, and the area of the alarm should be determined and announced to all units.
- For a Code 2, the alarm should be raised to Code 2 through handheld radio, and a text blast should be sent to the Crisis Management Team.
- For a Code 3, the alarm should be raised to Code 3 through handheld radio, and the BFP should be called if the fire is uncontrollable.### Emergency Procedures
- Send text blast to the Crisis Management Team in case of an emergency
- Play the pre-recorded multi-lingual Fire Emergency Evacuation Advisory through the PA System
- Log all activities and status monitored through handheld radio
- Announce the ALL CLEAR status through handheld radio and send text blast to the Crisis Management Team when advised
Classification of Emergency Codes
- Code 14: Guest injury/illness
- Code 15: Staff injury/illness
- Code 17: Water Rescue
- Code 18: Vehicular Accident
- Code 20: Foodborne illness
Handling Emergency Codes
- Raise the correct emergency code by sending text blast to the Crisis Management Team
- Monitor the status of the patient
- Wait for advice to call hospital/ERUF
- Send text blast to the Crisis Management Team for any updates on the patient's status
Bomb Threat
- Consider all bomb threats as real and take necessary actions and precautions
- Code 4: Bomb Threat
- Remain calm when communicating with the caller
- Ask questions to obtain details about the bomb threat
- Use the bomb threat checklist as a guide when talking to the caller
- Immediately notify concerned parties and announce the alarm through handheld radio
- Log all relevant activities monitored
Wakeup Call and Do Not Disturb Requests
- Answer telephone calls in 3 rings with a friendly tone of voice
- Use standard phraseology when answering calls
- Get all pertinent details of the guest, including room number, name, and time of wakeup call or DND request
- Follow up with guests for wakeup calls
- Log room number and details of the request
- Verify or review details to ensure accuracy
- Thank guests for calling and ask if they need any further assistance### Handling Internal and External Calls
- Answer calls within 3 rings to meet guest expectations
- Use the G.I.S.T. (Greet, Identify, Service/Offer Assistance) formula when answering calls
- Greet the caller with a warm and friendly tone
- Identify yourself and your department
- Offer service and assistance to the caller
- Take down complete information from the caller and repeat it back to ensure accuracy
- Recognize the voice of callers and use their names
- Know how to spell the caller's name and whom you are talking to
- Give your full attention to the caller and exude warmth, friendliness, and professionalism
- Use a moderate tone of voice and speak slowly and clearly
- Take down messages and repeat them back to the caller to ensure accuracy
- Thank the caller for the business or information and let them hang up the phone first
Handling Returned Calls
- Apologize for the "no answer" and offer alternatives to the caller
- Offer to take a message or try another extension
- Always offer further assistance to the caller
Providing a Warm Welcome to Newly Checked-in Guests
- Call the guest within 15 minutes after check-in to ensure their satisfaction
- Use the G.I.S.T. formula when calling the guest
- Ask the guest if their accommodations are satisfactory
- Log the courtesy call in the Courtesy Call Logbook
- Respond courteously to any guest concerns or complaints
- Make sure to deliver any guest requests and follow up
Handling Business Calls
- Know the different types of business calls (local, NDD, IDD)
- Know the details needed for each type of call (caller's name, department, extension line, etc.)
- Connect the call by lifting the handset, receiving the dial tone, and pressing the "LINE" button
- File the Call Slip completely with all the details procured
- Forward the Call Slip to Finance for proper charging
Handling Luggage Storage Requests
- Determine the type of storage (short-term or long-term)
- Ask the guest how long they want their luggage stored
- Detach the departure portion of the luggage tag and hand it over to the guest for short-term storage
- Store the luggage carefully and segregate it from other luggage
- Provide long storage tags for each luggage to be stored
- Store the luggage in a secure area
- Know how long luggage can be stored for long-term storage
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Description
This quiz is based on the standard operating procedure for front office staff, focusing on golden rules and guest expectations. It covers the essential services required to provide a great overall experience.