20 Questions
What is the position layout for the hostesses at the door?
Two hostesses at the door, one behind the desk and one next to the desk. When fully manned, one hostess to be present on the ground floor.
How should the hostess greet the guest?
Always greet the Guest with the “Hand on Heart” gesture.
What should the hostess ask the guest if they have a reservation?
May I have your last name ./ May I know under which name.
What should the hostess ask the guest if they do not have a reservation?
Proceed with 'Walk In' process.
What question should the hostess ask the guest to identify if they are In House or External?
Are you staying with us in the resort?
Always greet the Guest with the ______ gesture.
Hand on Heart
You should familiarize yourself about next slot availability when opening the door at ______ pm.
5:55
Identify if Guest is ______ or External.
In House
'Are there any dietary requirements or food intolerances that we should be ______ of?'
aware
'May I have your last ______ ./ May I know under which name.'
name
Tag the Guest Type: - In House / In House ATR - ______
External
Tag the Guest Type: - In House / In House ATR - External - Google Booking – Booked by Google Website + In house/External Guest - TripAdvisor – Booked through TA website + In house/External Guest - Request Booking – Booked through SEVENROOMS Request option + In house/External Guest - Terrace Walk in – Walk in Guest from the terrace side + In house/External Guest 2. Tag the Package External - Always A La Carte In house – Accordingly to the package mentioned in Opera o RO – A la Carte o Others - ______
accordingly
If applicable Tag Last Night, Special Occasion, Special Attention, Seating Area (Terrace) Add Reservation ______
Notes
In House - Room Number - Number of adults + kids - Package - Yes/No (post) - Checkout Date. ( if checking out next day without date - LAST NIGHT TAG) - Any additional relevant note (if any) o Add Reservation ______
Notes
In House - Room Number - Number of adults + kids - Package - Yes/No (post) - Checkout Date. ( if checking out next day without date - LAST NIGHT TAG) - Any additional relevant note (if any) o Add Reservation ______
Notes
Tag the Guest Type: - In House / In House ATR - External - Google Booking – Booked by Google Website + In house/External Guest - TripAdvisor – Booked through TA website + In house/External Guest - Request Booking – Booked through SEVENROOMS Request option + In house/External Guest - Terrace Walk in – Walk in Guest from the terrace side + In house/External Guest
- Tag the Package External - Always A La Carte In house – Accordingly to the package mentioned in Opera o RO – A la Carte o Others - accordingly
Tag Last Night, Special Occasion, Special Attention, Seating Area (Terrace) Add Reservation
If applicable
Add Reservation Notes In House - Room Number - Number of adults + kids - Package - Yes/No (post) - Checkout Date. ( if checking out next day without date - LAST NIGHT TAG) - Any additional relevant note (if any)
- If applicable
Add Reservation Notes External - Guest Type - Package If applicab.
If applicable
Always greet the Guest with the
gesture.
Test your knowledge on the position layout and greeting steps for hostesses in the hospitality industry. Learn about the proper placement of hostesses and the etiquette of welcoming guests with the "Hand on Heart" gesture.
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