What if the guest is having trouble with their internet services? (TV, Assets)
Is this an issue with an in-house device?
If yes, then proceed to transfer to Engineering
If not, (i.e. phone) then attempt to troubleshoot issue
What if guest wants to order room service?
Do they have a card on file?
Have you taken down their room number?
Proceed to take down their order
Place order in Micros
If fails, then proceed to transfer to Guest Tech
What if the guest has lost an item?
Transfer to Lost & Found (Security)
What if the guest's key is not working?
Send security to their room, send up keys
If guest is in a rush, inform them of front desk procedure
What if the guest wants information about their stay/reservation?
Transfer them to our Reservations Department
Access their reservation (early check-in, duration of stay)
What if the guest wants late checkout?
PMS Open reservation
Check Marriott Status
Depending on status, proceed to give times
Line 3. Modify Check-out time
Gold Elite: 2pm | 14:00
All guests: 1pm | 13:00
Line 22. Add L3 SR Code
Plat/Tit/Am: 4pm | 16:00
What if guest wants to file a complaint?
"Guest services, this is {name} how may I assist {guest name} this {day time}?"
Guest Services ✒
👭
Guest Reservations
Guest Items/Luggage
Guest Packages/Mail/Letters
Wake Up
🏛
How many brands do we have?
3
<--
What are the names of our three brands?
J.W. Marriott
The Ritz-Carlton
The Ritz-Carlton Residences
What is our contact information
What is our phone number?
What is our address?
900 West Olympic Blvd. Los Angeles, California 90015
Are they asking for the JW?
Are they asking for the Ritz Carlton?
(213) 765-8600
(213) 743-8880
How many floors do we have?
We have 54 floors with a total of 1,001 guest rooms and 224 residences
Who is the (GM) General Manager?
Javier Cano (Vice President and Marketing General Manager - LA Live)
Hotel Information
Guest Stay
What if they want to make changes to their reservation? (i.e. duration, bon voy, etc.)
😃
(PMS) How can we display a reservation?
Open PMS
Hit 1.
Hit 2.
Hit. 1
MILITARY TIME CONVERSION CHART
⏲
Midnight (12:00 a.m.) 0000 or 0000 hours "Zero-zero-zero-zero"
1:00 a.m. 0100 or 0100 hours "Zero one hundred hours"
2:00 a.m. 0200 or 0200 hours "Zero two hundred hours"
3:00 a.m. 0300 or 0300 hours "Zero three hundred hours"
4:00 a.m. 0400 or 0400 hours "Zero four hundred hours"
5:00 a.m. 0500 or 0500 hours "Zero five hundred hours"
6:00 a.m. 0600 or 0600 hours "Zero six hundred hours"
7:00 a.m. 0700 or 0700 hours "Zero seven hundred hours"
8:00 a.m. 0800 or 0800 hours "Zero eight hundred hours"
9:00 a.m. 0900 or 0900 hours "Zero nine hundred hours"
10:00 a.m. 1000 or 1000 hours "Ten hundred hours"
11:00 a.m. 1100 or 1100 hours "Eleven hundred hours"
Noon (12:00 p.m.) 1200 or 1200 hours "Twelve hundred hours"
1:00 p.m. 1300 or 1300 hours "Thirteen hundred hours"
2:00 p.m. 1400 or 1400 hours "Fourteen hundred hours"
3:00 p.m. 1500 or 1500 hours "Fifteen hundred hours"
4:00 p.m. 1600 or 1600 hours "Sixteen hundred hours"
5:00 p.m. 1700 or 1700 hours "Seventeen hundred hours"
6:00 p.m. 1800 or 1800 hours "Eighteen hundred hours"
7:00 p.m. 1900 or 1900 hours "Nineteen hundred hours"
8:00 p.m. 2000 or 2000 hours "Twenty hundred hours"
9:00 p.m. 2100 or 2100 hours "Twenty-one hundred hours"
10:00 p.m. 2200 or 2200 hours "Twenty-two hundred hours"
11:00 p.m. 2300 or 2300 hours "Twenty-three hundred hours"
What if they need assistance near the pool?
Call Housekeeping
🏎
What if they need to contact/setup valet service?
Transfer to Valet Department
🏊
📫
Guest Rooms
Guest Amenities
💻
What if they want their room cleaned?
Send a SalesForce request to the Housekeeping Department
Transfer them to the reservations department
Have you apologized and asked about their issue?
If escalation is required, transfer to appropriate department
Sales, Please...
RC or JW Social Leads (Weddings, Dances, Parties, Receptions, Reunions, Mitvahs, etc.)
Follow Lead Calendar Catering Main Line x8625
Sara Madden x8677
Jean O'Laughlin x8628
Daryn Benton x8626
Ritz Carlton (Only) 1-9 Rooms Per Night
In-room Dining
What if a guest inquires about a package they were supposed to have received here?
Has the guest checked in yet?
If not, ask the guest if he has the tracking number for the package
If yes, then check for any packages under the guest name
If the package is still not found, ask for the tracking number for the package
If he does not have access to it, then use the guest name to lookup the package with Shipping/Receiving
Cross check with Shipping/Receiving
With or without catering?
WITH Space: Catering 8626
WITHOUT Space: Catering 1-888-275-8063
Establishing a corporate rate for...
J.W. Marriott
Ritz Carlton
Karina Sahatijan Ext 8829
Stefanie Easton 1(949)-466-6622
Walk-Ins & Site Tour requests
(for both JW & Ritz)
Laura Apodaca x8636
Amanda Loucks x8639
Suite Reservation NOT part of an Event or Room Block
Pauline Young x8627
Guest Room Reservation not related to an Event
General Reservations JW 888-832-9136 | RC 888-275-8063
All other inquiries: 800-228-9290
Room/Suite Reservation question for an event that is already booked
Group Housing Department Call Individually Handles room blocks that are already booked at the hotel
What if they would like to make a reservation?
Are they a guest of the hotel?
If yes, then transfer them to Spa Department x9264
Culinary
What items do we have that are gluten-free?
All of our salads are made gluten-free
Our steak along with chicken are prepared to be gluten-free
Our Sandwiches are prepared with gluten-free bread
🍳
🍽
How much does it cost?
$53.90 w/ taxes
Guest wants to check on the status of their order
Have you asked for their room number?
Ask if you may put them on a brief hold while you contact in-room dining
Contact in-room dining (x8666) and inquire about the status of the order
If the guest is on the reservation, and has their confirmation code, then access their reservation
What if the guest needs assistance with their bags/luggage?
Have you taken down their room number?
click to edit
What if guest calls to order in-room dining?
Begin by using their phone number (Mitel) to do a PMS lookup for their room pholio
Take down their order
Using their pholio, enter membership rewards status
I'd like to make sure that my two rooms I booked are conjoined
Pull up the guest's stay using either their confirmation code or their full name
On line 17, note that the guest would like to be placed near their other reservation
What if a guest requests a vacuum?
We would enter a special request into GXP that outlines their request in the description
What are the pools hours?
The rooftop pool opens at 7am and closes at 10pm
Where is the gym?
The gym would be on the 2nd floor
💪🏻
Gym
Guest got a message om their machine about a package
Open their folio and go to messages by typing M
Take down the item number for the package
Call Shipping / Dock and provide them with all of the information you have about the package
What if guest wants to have their car pulled around?
Do you have their room number noted?
Have you asked them for their ticket number?
Instruct guest to wait on Parking Level 2 --
Proceed to call Valet and provide guest info
What if a guest wants an early check-in?
Take down the first and last name of the guest, or confirmation number
Guest check-in is guaranteed at 4pm, and in order to be allowed in earlier the guest must meet with a front desk attendant at the time of check-in
However, a note will be made on the account and the Front Desk will further assist the guest with their reservation
What if guest wants to place an order to the pool?
Take down the first and last name of the guest, along with their room number
Ask the guest for their food order along with their flag number
On micros, note that it is a pool order and must be delivered to the flag previously recorded
What if a guest wants a copy of their stay?
Take down the last and first name of the guest
Ask the guest for the last four digits of the credit card used
Ask them for an email preference that can receive their folio
click to edit
Guest wants to know whether they may be given Club Lounge access?
Take down their confirmation number, or the last/first name of the guest
Access the SRQ using line 22 and verify whether G4 is found on that line
This code indicates Club Lounge access to our guests
Guest wants to