St Giles Reception
Terms in this set (47)
Who are the GSMs?
Omar, Chai, Elizabeth and Mel
Who is the reception manager?
Who is security?
What does IT means
Who is I charge of IT dept?
Jaz Mehmi, ext 3070
Who is the Room Division Manager?
Who is the Head Housekeeper?
Who is the credit card controller?
George, ext 3095
Who is the Switchboard Supervisor?
Who is the General Manager?
Who is in charge of guest complains?
If you have a problem with your colleagues or problem at work who do you repart them to?
In order Anna / Sandy / Darrell
Who is in charge of Lost Property?
Who do you call if there is a problem with the safe?
Security Mon - Fri 09:00 - 17:00 or GSM after 17:00 and on weekends
Who is in charge of safe from 09:00 - 17:00? If he is away who do you call for help?
From what time can you radio housekeeping?
From 17:00 and onwards
Who do you call for availble/clean rooms?
You cut the correct key but the light on the door panel does not turn green, who do you report it to?
Steve Pattel security
Are you allowed to give invoice if the guest's stay is AC?
Who do you call if you are running late or calling in sick?
GSM, Duty manager
If there is problem with a credit card authorisation, printer or system who do you report them to?
Jaz Mehmi, ext 3070 or Roman
If there is a problem with the light, shower or window, who do you report them to?
If there is a query with a credit card refund who do you call for help?
George, ext 3095
If you have a questions in checking in/out who do you call 1st for help?
If you can't find the booking in the system, who do you ask for help?
If there is a problem with the telephones in the room who do you report it to?
Who do you contact if there is a failed wake up call?
Concierge or switchboard
Who do you contact if a guest requests for a wake up call?
What do you need from guests if their account is AC but they have dinner alowance? Why do you need it?
Imprint of their CC in case they go over their limit.
Who do you contact if the guest wants to leave food/medicine in the fridge?
Fill the appropriate form and have GSM sign it. Then copy form for the gst and store.
Who do you contact if the guest wants to leave valuable items such as passports, laptops and etc for longer period of time?
Security - Steve Pattel
What does F&B stands for?
Food and Beverage
In the system what does the following stands for? AC - NGTD - 2359 - A/R - T/A - COMP - BEB - BCB
AC = Account to company, NGTD = Not Guaranteed, 2359 = Paid not checked in, A/R = Account Receivable, T/A = Travel Agent, COMP = Complimentary, BEB = Bed&Breakfast, BCB = Bed&Coffee2Go
If you have query with the groups who do you ask 1st?
If there is a room transfer and the guest left their stuff in the room who will move the luggage for you?
What infos you need to take if a guest calls for lost and found? Who do you pass it to?
(1) Name (2) Date (3) Place lost (4) RM number (5) Item (6) Contact details
Are we allowed to use guest lifts when we are not on duty? Why?
No, because there is a separate lift for staff.
Where are the hotel's ironing rooms?
On the 2nd and 6th floor
How many restaurants do we have on the premises?
(1) IL Grasso (2) Hudsons (3) Ex - Hacuba
If guests have a problem with Wi Fi who do you transfer the call to?
What does exec breakfast means? Which room type has exec breakfast?
Guest of executive rooms are invited to have exec breakfast even if they haven't paid for it.
Is YMCA run by us?
How much is wifi per hr/day/week?
£5 per hr, £10 per 24h, £45 per week
If its AC/BEB are we allowe to refund guest for breakfast because they did not have it?
If guests want to have a map, where do we direct them to?
If guests need direction to a street, theatre, restaurant etc where do we direct them to?
If a guest needs an adaptor where do you direct them to?
They can buy one from concierge. It costs £4.