Leading Quality Assurance

How do we build emotional connections with our guest?

• Give them a free room upgrade

• Offer them an early check in at discounted rate

• Use the Guest Name

• Avoid any complaints

Answer explanation

Guest Name Usage is a simple but often overlooked part of our guest experience. We need to use the guest name atleast once and there after naturally within a conversation. A person's name is the "sweetest word in their vocabulary", let's make the most of it!

What is the maximum time for an inhouse item(combs, dental kits, towels) to be delivered to a guest room after being requested?

• 2 Minutes Maximum

• 1 Hour if there are alot of requests

• 15 minutes in Resort properties or 10 minutes in Urban properties

• There is no time limit - Just as soon as possible

Select the correct sustainability option recognized on check in?

• Mobile Keys

• Paperless Registration

• cooler air-conditioning especially with hot weather

• Offer the guest Tap Water instead of bottled water on arrival

How long should the Check In process take in a resort property

• 10 Minutes from time they arrive at the check in desk to be assisted

• 30 minutes from the time of joining the Queue

• There is no time limit, depends on the Queue

• 10 Minutes from time they join the Queue

Should we escort the guest to the room?

• No, we can give them directions and let them explore the hotel

• Yes, Mandatory part of the guest experience (walk them to the elevator if possible)

• This is only available at business hotels

• Yes, if we have a lobby ambassador

What is the word used to express an understanding of our guest and their stories?

• Sympathy

• Empathy

• Story-telling

• There is no word

Any call, admin or guest calls should be answer in how many rings or seconds as per Fairmont standards

• 20 rings and 40 seconds

• 3 rings and 10 seconds

• 10 rings and 3 seconds

• As soon as the call is received, should be answered

What makes our guest stay unique and different from other hotels?

• We personalize our guest stays by anticipating their needs

• We have a falcon

• We are on the Palm

• Our stays are standardized

How should we give the room keys to the guest?

• Give it to the bellman going up with them

• Come around the desk and offer them the keys in their hands

• Hand it over the desk and mention out loud the room number so that the guest does not get lost

• We do not need to worry about keys, guest will use mobile keys soon

On Check Out, we must ensure that we print folio and handover to the guest?

• True, this is their copy

• False, we should offer a paperless option, emailing the guest?

• Only if there is enough paper in the machine

• yes, because we need to review the charges with the guest