Excelling at the welcome

What is the rule we follow in reception to welcome the guest?

• 10/2 ft

• 15/5 ft

• 20/5 ft

• 15/15 ft

The Titanium Elite member has arrived early (@ 10am) but has not done mobile check-In and you had no arrival time. how will you handle the situation?

• Do the formalities and ask HK to prepare the room

• tell him that it is chargeable as check-In time is 3pm

• deny him as you don't have prior information

• Offer him some beverage and meanwhile ask HK to prepare the room

Guest is a Silver elite member what do we offer at the time of Check-In ?

• 50 Bonus points

• Soft and Hot drink voucher

• Cold Drink Voucher

• Spin the wheel

The hotel is overbooked and you have only 1 room available for Platinium guest on arrival however there is a Walk-In Ambassador regular guest, what you will do in that situation?

• Book him out to other nearby hotel

• Make a reservation and allot the last room to him because he is Ambassador.

• Apologize and inform him about non-availability and book another Marriott hotel.

• Send him to Mussafah Accommodation.

you have a first-timer Platinum Elite guest check-In and he doesn't know how many bonus points he will get for the stay?

• 50%

• 75%

• 60%

• 55%

The hotel is overbooked and you have only 1 room available for a Non-Elite guest on arrival with a confirmed arrival time and transportation from the airport however there is a Walk-In Ambassador regular guest, what you will do in that situation?

• Book him out to other nearby hotel

• Make a reservation and allot the last room to him because he is Ambassador.

• Apologize and inform him about non-availability and book another Marriott hotel.

• Send him to Mussafah Accommodation.

Can you tell me about a time you had to deal with someone who was upset or angry on the phone?

The best answer to welcome a repeater Elite member guest in ALOFT is?

• Hello sir , My name is X how may assist you?

• Hello guest name , My name is X how may assist you?

• My Name is X , How may assist you

• Welcome back guest name,.....

2 benefits for Platinum guests?

• late check-Out until 4 PM

• 10 points for 1$

• late check-Out until 6 Pm

• 15 points for 15$

you have a first-timer Titanium Elite guest check-In and he doesn't know how many bonus points he will get for the stay?

• 50%

• 75%

• 60%

• 55%