LEGO LEGOLAND Windsor Resort FOH Training Manual & Kiosk Check-Ins PDF

Front of House Training Manual & Kiosk Check-Ins FOH Team Member On-The-Job Trainer Date Objectives for FOH Training Session 4: Manual & Kiosk Check-Ins ❑ Can fully perform kiosk check-ins and c...

Front of House Training Manual & Kiosk Check-Ins FOH Team Member On-The-Job Trainer Date Objectives for FOH Training Session 4: Manual & Kiosk Check-Ins ❑ Can fully perform kiosk check-ins and consistently give top customer service while doing so, as well as understands the importance of these check-ins in giving the best experience possible and minimising queues at the desk. ❑ Understands and can fully perform manual check-ins on OPERA independently ❑ Can answer all questions that guests may have when checking in. Check-In Timeline 3 Days Before Arrival: Guests will receive an email prompting them to check-in online, including adding all personal details etc to save having to do this on-the-day. Arrival at the Hotel: If the guests are arriving in the morning and have valid theme park tickets, they can go straight into the theme park. Knowledge Upon room being ready: If guests have checked-in online, they will receive an SMS message and/or email letting them know when their room is ready and that they can check-in/collect their keys. If the guests have not received an SMS message or have not checked-in online, they can check-in anytime from 16:00pm (our guaranteed check- in time across all our accommodations). Guests can either check-in at the kiosks (where all check-ins should be completed unless there is an issue) or at the concierge/reception desk. Online Check-In When checking in at the kiosks, there are 2 options: ‘Pick up my keys’ – This will be when guests have a QR-Code or pickup code (sent to them via SMS message/email). ‘I want to check-in’ – This will be used when guests want to check-in if their room is ready but they have not checked-in online or they have not received the SMS message/email. The guest will need their 6-digit confirmation number to check-in this way, this can also be found on OPERA. When checking in someone at the kiosk, you should ensure that you are assisting the guests, including clicking the on the kiosk for the guests. You should also ensure that you are doing the following when assisting guests on Knowledge the kiosk: Asking them about their day in the park, favourite rides and interact with the guests, EG if they are wearing a birthday badge say happy birthday. Use asking about the park as conversation starters If they are going into the park on the next day, give your top tips for the best day, tell the guess about early ride time etc Ensure that they have their breakfast and dinner reservations booked, if not explain how to book Tell guests about the £5.00 pre-authorisation Ensure the guest has a daily build and provide any relevant information about the facilities on offer at the hotels Ask whether the guests have any other questions about their stay Direct the guests to their room once the keys have printed and room number has been given Kiosk Check-Ins ❑ Demonstrate how to efficiently check someone in on the kiosk or multiple guests on different kiosks at the same time Skill ❑ Demonstrate how to give the best customer service possible when checking someone in on the kiosk ❑ Explain what to do when the kiosk may have an issue with the check-in and how to finish the check-in on the computer, including understand which stage you have gotten up to in the check-in process Pre-authorisation When checking in to our Resort accommodation, you will be required to provide a credit/debit card for pre- authorisation against your room. We are unable to accept ApplePay or AndroidPay for this process. A set amount will be held (currently £5 per room) and if not used, will be released back into your account within 5 - Knowledge 10 working days after checkout. As this charge is only a pending charge, the transaction will disappear from your statements after the time period. This £5.00 deposit is required to be taken to check the guest into their room. This is stated in our terms and conditions and if the guest does not want to pay this deposit they cannot be checked into their room.  Manual Check-Ins on OPERA When checking the guests into their room via OPERA, you will still need to follow the same guest experience standards outlined in the kiosk check-in while checking them in at the. The following standard procedure should be followed when performing manual check-ins: Ask for the guests surname and/or booking reference to find the reservation in OPERA Confirm the guests home address or postcode Ensure the room is ‘Inspected’ before checking the guest in Knowledge Ask the guest for Photo ID and confirm the details. If the guest is international, they will need to present their passport and the passport number/ID will need to be noted down on the reg card in the required field. Print the reg card and get the guest to confirm all details and sign in the required fields. If the guest travelled by car, note down their Car Registration in the required field on the OPERA reservation Take the £5.00 pre-authorisation deposit Check the guest into their room and cut keys Direct the guest to their room and wish them an AWESOME stay with us Manual Check-Ins ❑ To check Guests in to the Hotel in a timely, professional manner and document the required information Skill during this interaction. Guests should feel welcome and informed as part of their check in, with staff members taking the opportunity to excite Guests for their stay. Evaluation Checklist 4: Manual & Kiosk Check-Ins Objective Performance Level Can fully perform kiosk check-ins and consistently give top customer service while doing so, as well as understands the 1 2 3 4 importance of these check-ins in giving the best experience possible and minimising queues at the desk. Understands and can fully perform manual check-ins on OPERA independently 1 2 3 4 Can answer all questions that guests may have when checking in. 1 2 3 4 Trainer Comments and/or Feedforward FOH Team Member Comments FOH Training 4 Sign-Off Position Signature Date Trainer* FOH Team Member** *by signing this document, you are confirming that you have delivered all the relevant training outlined on this document to the best of your abilities to our new starter and you believe that the team member can be signed off on this section of the FOH onboarding training **by signing this document, you are confirming that you have received all the training outlined on this document and are conf ident to be signed off on this section of the FOH onboarding training and/or you understand what is required to continue to learn or improve upon