Command Center

Question 0

What is the verbiage for ending external calls?

Answer 0

“Thank you for calling Westin.”

Question 1

What is the verbiage for answering external calls?

Answer 1

“Good (time of day). [Thank you for calling] the Westin Resort & Spa Whistler. Where may I direct your call?”

Question 2

What is the verbiage for answering in-house calls?

Answer 2

“Good (time of day). This is (name) in Service Express. How may I assist you?”

Question 3

What duties do the AM command centre agents needs to complete?

Answer 3

1. Wake up calls
2. Update escalation/intranet boards.
3. Check fax machine and distribute into mail slots.
4. Continually check “HOLD FOR” reservations and inform HSKP/FD of room moves for the day.
5. Check report for departures with EQDP or NBAL codes and add pop-up at C/O comment to notify FD agent that gst needs to return an item.
   Add written message to remind gst.
6. Add LST comment to reservations longer than 3 days, dated for the day after gsts 3rd night.
7. Add survey to all departing reservations.
8. Check early C/O/billing hotlines and attend to any messages.
9. Prepare Westin Kids Club packages.
10. Complete occupancy checks every hour starting at 11am. Phone/knock on rooms that have not C/O and offer assistance with luggage. Change room status to VD based on bellman checks.

Question 4

How does the PM CC duties differ from the AM?

Answer 4

1. Complete LST calls. Add CBD and delete LST.
2. Post lost interface charges and update excel sheet.
3. Add parking/ski/bike valet codes.