Brand Standards

This course is part of the hotel's continuing education commitment to ensure that all employees remain familar with the Brand Standards of the hotel. 

Front Desk Associate

When a guest calls the front desk to have an item delivered to their room, how long does the associate have to complete the guest request?

  • 30 minutes
  • 10 minutes
  • 15 minutes
  • None of the above

As a front desk associate you are required to call the guest by their name how many times during the check in process.

  • 2 times
  • As many as necessary during the conversation
  • None of the above

According to the BSA, there are a few times when the associate can step away from the telephone and allow it to ring more than 3 times. Please select all that apply.

  • Cleaning the lobby
  • Checking in another guest
  • On the telephone with another caller
  • None of the above

To review / acknowledge the room rate, room type / benefits, method of payment and special requests with the guest must be done at both hotels within 5 minutes.

  • True
  • False

During the check-in process, what are the 3 detractors the associate must avoid?