Guest Services Manager

Question 0

What are the steps for Service Recovery?

Answer 0

1. Listen Generously: Eye contact, take notes, ask questions, repeat. Don’t interrupt/assume. Demonstrate empathy/understanding.
2. Recognize Emotions: Non verbal gestures, verbal gestures, words, behaviours.
3. Apologize: Sooner the better but done over apologize. Don’t offer excuses/blame others or repeat mistake. Assure gst you will make it right.
4. Resolve: Take ownership. Offer options. Let gst know plan and inform of progress/completion. Follow up.
5. Add Renewing Element: service recovery options. Something meaningful/relevant.
6. Thank the Gst: Be genuine. Ensure we will follow up internally. Ensure we will make every effort to prevent this in the future.
7. Offer Further Assistance: Provide business card. Surprise/delight them with something. Refer to others for further support. Make recommendations.

Question 1

What are the steps for Progressive Corrective Action?

Answer 1

Record all occurrences in the "Performance Tracker" file. 
1st occurrence: coaching session
2nd: coaching session
3rd: verbal warning
4th: written warning 
5th: suspension 
6th: suspension and/or termination

Question 2

What are showrooms?

Answer 2

HSKP will prepare a showroom of each category and add to Intranet.
SX will not sell except as last resort.
If needed: 1st check for site visit. Ask HSKP to “unshow.” Update intranet. Send email to (…).
SALES will use intranet rooms if accessible or call to conform if unscheduled.

Question 3

How do you check SX cashier’s reports?

Answer 3

1. Actual Departures: ensure there are no outstanding gst balances. NGst Balances must have an A/R number attached.
2. Daily Cash Out: this must match the cash drop, accounting for due backs for foreign exchange, refunds and cash backs.
3. Bank Transaction Report: ensure all CC transactions were approved.
4. Cashier Transaction Report: use Detailed Ticket Report to research any discrepancies. All paid outs must be accompanied by a signed receipt. All adjustments must have an accompanying ADJ slip.
5. Try to rectify any discrepancies of float within 48 hours.
6. Conduct surprise float counts to ensure accuracy.

Question 4

How do you settle a rate discrepancy between Lightspeed and gst’s confirmation email?

Answer 4

1. Login to StarGuest
2. Click tab labeled “Conf/Cancel History”
3. Search confirmation #
4. Click to preview original conf email
5. Situation may need to be brought to legal department

Question 5

How do you investigate a billing inquiry?

Answer 5

1. Click Guest History tool icon.
2. Select Search Guest Profile.
3. Enter provided information
4. Double click on reservation to see cashiering summary
5. To edit: select Modify, Stay Detail tab, and Pencil icon