Training

As a Heartist, what should you ask to confirm a guest’s membership?

• Their favorite room type

• Their ALL membership number

• Their date of last stay

• Their payment method

What should a Heartist do to acknowledge a loyal member?

• Offer them a standard discount

• Ignore membership status

• Personally thank and recognize their preferences using ACDC

• Upgrade their room without asking

Which action is part of the "Reward" promise for Heartists?

• Provide housekeeping services

• Deliver and explain ALL member benefits

• Check guest reviews online

• Process payments quickly

Which mindset should Heartists use to create delightful experiences?

• Fixed mindset

• Growth mindset

• Cost-saving mindset

• Traditional mindset

Which of the following is not one of the 5 Loyalty Promises?

• Confirm

• Empower

• Celebrate

• Acknowledge

What is one action Heartists should take under the “Succeed” promise?

• Ignore loyalty targets

• Track loyalty goals and support colleagues

• Focus only on their own performance

• Avoid sharing feedback