Part 5

通報

問題一覧

According to 27th point of CY Bistro PM, .......... items must not be displayed during evening hours.

Breakfast

What's the 27th point of CY Bistro PM?

Evening Refrigerator Display

According to 26th point of CY Bistro PM, Back bar mus minimally be set up with ◾Wines ◾Spirits ◾........... Glassware, per use records. ◾......... Jars. ◾Bitters ◾...... of Citrus. (Stickers must not be present on fruit) ◾Bar Tools Bronze Bar spoon .....oz bronze shaker ......oz bronze shaker Bronze ............ strainer Bronze ....oz jigger .......oz mixing beaker.

Approved/Garnish/Bowls/28/20/hawthorne/2/24

What's the 26th point of CY Bistro PM?

Bar Toole & Display

According to 25th point of CY Bistro PM, ◾Only approved .......... and additions to the Bistro menu may be offered. ◾ Unapproved food offerings may not be written or ............. throughout the hotel.

alterations/verbalized

What's the 25th point of CY Bistro PM?

Unapproved food offerings not offered.

According to 24th point of CY Bistro PM, The following colleteral must not be present:- ◾ Seasonal ............ ◾......... Bistro paper menu. ◾.......... menu holders. ◾Other ........... colleteral.

tent cards/Laminated/Library/unapproved

What's the 24th point of CY Bistro PM?

Bistro Supplies & Colleteral

What's the 23rd point of CY Bistro PM?

Happy Hour

What's the 22nd point of CY Bistro PM?

Bistro Evening Hours of Operation must minimally be 5PM - 10PM, 7days a week.

What's the 21st point of CY Bistro PM?

A steady associate presence was noticeable during service.

According to 20th point of CY Bistro PM, ◾The associates provided a ....... and ............ experience. ◾The associates displayed an ............. of the guest's needs. ◾The experience was .......... and efficient, allowing the guest to make most of their time.

genuine/personalized/understanding/intuitive

What's the 20th point of CY Bistro PM?

The experience reflected the Courtyard brand principles.

What's the 19th point of CY Bistro PM?

Server - The overall experience met guest expectations and was free of negative detractors.

What's the 18th point of CY Bistro PM?

Server - Closing Guest Interaction - Service Behaviors

What's the 17th point of CY Bistro PM?

Server - Guest name used during the experience, when known.

According to 16th point of CY Bistro PM, ◾The menu item ordered during the evening .............

F&B encounter

According to 15th point of CY Breakfast Buffet, (APEC) ◾..... Cheese. ◾..... Cheese spread. ◾..... Cold cuts. ..... Non pork 2 ........... choice ◾.... Mustard or chutney. ◾...... Cracker.

3/1/3/1/Property/1/1

What's the 15th point of CY Breakfast Buffet?

Meet and Cheese

According to 14th point of CY Breakfast Buffet, (APEC) ◾.... Milk ..... Non Dairy 2 ........ choice. ◾.... Yogurt .... Law fat 2 ......... choice.

3/1/Property/3/1/Property

What's the 14th point of CY Breakfast Buffet?

Dairy Items

According to 13th point of CY Breakfast Buffet, ◾............ fruits should be local seasonal fruit. ◾It is acceptable if small fruit is washed and left ...... (eg. Strawberries, blueberries, cherries) ◾......... or tinned fruit is not acceptable.

Non Melon/whole/Canned

According to 13th point of CY Breakfast Buffet, It is ........ for breakfast items to be located in ............ sections of the Buffet area. (APEC) ◾..... Whole fruits. 1 Banana & .... Property choice. ◾..... Cut Fruit. It is acceptable if up to .... cut fruits are types of .......

acceptable/alternate

What's the 13th point of CY Breakfast Buffet?

Fruit

According to 12th point of CY Breakfast Buffet, The following items must be in place:- (APEC) ◾...... Breads (Non sweet/Sweet) ◾A minimum of one ............... bread must be available upon request or on the buffet.

9/Gluten free

What's the 12th point of CY Breakfast Buffet?

Pastry section

According to 11th point of CY Breakfast Buffet, Breakfast must be available to standard, Monday - ............. ◾ Minimum of ..... hours. ◾ Starting no later than .......AM - weekdays and .......AM - weekends.

Sunday/3/6:30/7:00

What's the 11th point of CY Breakfast Buffet?

Breakfast was available to standard.

What's the 10th point of CY Breakfast Buffet?

A steady associate presence was noticeable during service.

What's the 9th point of CY Breakfast Buffet?

The overall experience met guest expectations and was free of negative detractors.

What's the 8th point of CY Breakfast Buffet?

Closing Guest Interaction - Service Behaviors

What's the 7th point of CY Breakfast Buffet?

Guest name was used during the experience, when known.

What's the 6th point of CY Breakfast Buffet?

All food was prepared according to the guests order.

What's the 5th point of CY Breakfast Buffet?

Server - The associate repeated back the order to ensure it was accurate.

What's the 4th point of CY Breakfast Buffet?

The associate was knowledgeable about food and beverage offerings.

According to 3rd point of CY Breakfast Buffet, The associate must indicate/explain:- ◾The ........ of the Buffet. ◾Eggs cooked to order are a part of the Buffet .......... ◾A Full ................. menu is also available.

location/offering/a la carte

What's the 3rd point of CY Breakfast Buffet?

The associate was able to communicate and promote the breakfast concept.

What's the 2nd point of CY Breakfast Buffet?

Name Tag/Badge

What's the 1st point of CY Breakfast Buffet?

First Impression - Service Behaviors

According to 24th point of CY Breakfast Buffet, Dining tables and media pods must be present set with the following:- ◾Half & Half May be pre set or ........... by the server. ◾Menu ◾Place settings, must minimally be set with the following:- Coffee Cup/Mug. Flatware placed on ........ or rolled:- Fork Knife Spoon ◾Juice Glass ◾Napkin It is acceptable if coffee/......... tables are not pre set. Dining tables and media tables must not be pre set with ........ pots. If local code restriction prohibts hotel from utilizing china and flatware, ............. must be provided , and verify hotel has required .......... items present.

provided/napkin/communal/coffee/documentation/disposable

According to 24th point of CY Breakfast Buffet, ....... tables and media ..... must be present set with the following:- ◾.........(Table):- .... types of Jam ....... shaker Salt shaker ◾Sugar Caddy with:- Equal or equivalent Splenda or equivalent Sugar Sweet n Slow or equivalent

Dining/pods/Caddy/2/Pepper

According to 25th point of CY Breakfast Buffet, Buffet presentation must be:- ◾Fully .......... ◾...... maintained.

stocked/Well

What's the 24th point of CY Breakfast Buffet?

Tables

What's the 25th point of CY Breakfast Buffet?

Buffet Presentation

According to 23rd point of CY Breakfast Buffet, (APEC) ◾.... Honey,Jam& ............ ◾3 ......... (eg. Butter, Peanut butter, Nutella etc)

4/Preserves/Spreads

What's the 23rd point of CY Breakfast Buffet?

Breakfast Condiment Items

According to 22nd point of CY Breakfast Buffet, (APEC) ◾.... Juices, fresh or chilled 1 ........ Juice 2 ........ choice ◾Coffee:- Regular ............... ◾Tea:- Black Tea(.................) Green Tea Earl Grey Jasmine

3/Orange/Property/Decaffeinated/English Breakfast

What's the 22nd point of CY Breakfast Buffet?

Breakfast Beverages

According to 21st point of CY Breakfast Buffet, The following food items must be present:- ◾Eggs:- Fried Scrambled Egg white Omelette Omelette Filings:- ......... Cheese Bacon Sausage Tomatoes

Shredded

What's the 21st point of CY Breakfast Buffet?

Eggs to Order

According to 20th point of CY Breakfast Buffet, Minimally the following must be in place:- ◾....... Bar ◾....... Bar Live station or included in buffet ...........

Salad/Noodles/offerings

What's the 20th point of CY Breakfast Buffet?

Salad and Noodle Bar (APEC)

According to 19th point of CY Breakfast Buffet, (APEC) ◾..... Cereals. ..... Non sweet ..... Sweet ◾..... Gluten free Cereal. It is acceptable if not on buffet when available upon .......... ◾ Oatmeal or Hot .......... ◾..... Toppings. ....... Sugar Raisins ..... other dried fruit. Honey

6/3/3/1/Porridge/5/Brown/2

According to 18th point of CY Breakfast Buffet, The following items must minimally be in place:- ◾..... of the following:- Waffles, Pancakes and French Toast ◾........ syrup ◾ Toppings:- Butter ..... Fruit Compote ..... Nuts

One/Maple/2/2

What's the 19th point of CY Breakfast Buffet?

Cereals and Oatmeal section

What's the 18th point of CY Breakfast Buffet?

Pancake/Waffle/French Toast Section

According to 17th point of CY Breakfast Buffet, The following food items must minimally be in place :- ◾................

Breakfast Potatoes

What's the 17th point of CY Breakfast Buffet?

Hot Side Items

According to 16th point of CY Breakfast Buffet, (APEC) ◾..... Western Grill/Sides (including protein) ◾....... station. It is acceptable if eggs are cooked to order or ........... with buffet offerings.

4/Egg/provided

What's the 16th point of CY Breakfast Buffet?

Hot Protein Items

According to 11th point of Service Recovery, The following elements of the LEARN Module are evaluated in this line item:- ◾Emphatize ◾................ ◾ Emphatize:- Associate will convey the sense of .............., the frustration or hardship this issue has caused the guest let them know that ...... know how they feel. ◾ Apologize:- Associate will say either 'I am sorry' or 'I apologize ' for the ................... and convey .......... Even when not at ........, associate must ........... for the situation.

Apologize/understanding/you/inconvenience/sincerity/fault/apologize

According to 10th point of Service Recovery, ◾ Notify:- Associate will tell the guest how you will ........... and see it through, inform other people or other ............ to solve this problem.

follow up/department

According to 10th point of Service Recovery, ◾ Resolve:- Associate will determine the ............. response to the problem to resolve the issue to the guests .............., take ............ and respond immediately.

appropriate/expectations/ownership

According to 10th point of Service Recovery, ◾ Listen:- Associate shows the guest they are listening, give them full ..........., make eye contact, .... when appreciate, not taking over the guest or ............., ask questions of ................, repeat the issue/........ back to the guest, not ask the guest to repeat the issue.

attention/nod/interrupting/clarification/details

According to 10th point of Service Recovery, While addressing guest issues, associates must apply all of the ......... of the ....... Module. The following elements of the LEARN module are evaluated in this line item. ◾Listen ◾.......... ◾Notify

elements/LEARN/Resolve

What's the 11th point of Service Recovery?

Service Recovery Process (Emphatize, Apologize)

What's the 10th point of Service Recovery?

Service Recovery Process (Listen,Resolve,Notify)

What's the 9th point of Service Recovery?

The overall experience met guest expectations and was free of negative detractors.

What's the 8th point of Service Recovery?

Closing Guest Interaction - Service Behaviors

What's the 7th point of Service Recovery?

Name Tag/Badge

What's the 6th point of Service Recovery?

Uniform - Brand Specified Program

What's the 5th point of Service Recovery?

First Impression - Service Behaviors

What's the 4th point of Service Recovery?

Telephone - The overall experience met guest expectations and was free of negative detractors.

What's the 3rd point of Service Recovery?

Telephone - Closing Guest Interaction - Service Behaviors

What's the 2nd point of Service Recovery?

Telephone - Guest name used during the experience, when known.

What's the 1st point of Service Recovery?

Telephone Greeting

What's the 19th point of Guest Request?

On hold messaging script.

According to 18th point of Guest Request, ◾The associate provided ........ and ............ experience. ◾The associates ............. an understanding of the guest's ........ ◾The experience was .......... and efficient, allowing the guest to make the most of their ......

genuine/personalized/displayed/needs/intuitive

What's the 18th point of Guest Request?

The experience reflected the Courtyard brand principles.

What's the 17th point of Guest Request?

Delivery - The overall experience met guest expectations and was free of negative detractors.

What's the 16th point of Guest Request?

Closing Guest Interaction - Service Behaviors

What's the 15th point of Guest Request?

Proactive Additional Assistance Offered.

What's the 14th point of Guest Request?

Delivery - The requested item was neat, clean and in good condition.

According to 13th point of Guest Request, The associate must:- ◾ Verbally ....... the item with the guest. ◾........ to set up the item (if necessary). ◾....... that the item was what the guest requested.

confirm/Offer/Ensure

What's the 12th point of Guest Request?

Delivery - The associate confirmed the item with the guest and offered to set up the item.

According to 11th point of Guest Request, The associate must be wearing the ....... and .......... uniform for their department.

proper/complete

What's the 11th point of Guest Request?

Delivery - Uniform - Brand Specified Program

What's the 10th point of Guest Request?

First Impression - Service Behaviors

What's the 9th point of Guest Request?

Delivery - Room delivery announcement

According to 8th point of Guest Request, ◾Deliver the item within ..... minutes of the stated time or ◾Take no longer than .... minutes (if time is not stated) It is acceptable for an item to be delivered earlier than the given .......... time.

5/30/delivery

What's the 8th point of Guest Request?

Delivery

What's the 7th point of Guest Request?

Telephone - The overall experience met guest expectations and was free of negative detractors.

What's the 6th point of Guest Request?

Telephone - Closing Guest Interaction - Service Behaviors

What's the 5th point of Guest Request?

Telephone - Guest name used during the experience, when known.

What's the 4th point of Guest Request?

Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding.

What's the 3rd point of Guest Request?

Telephone - The associate was knowledgeable about property offerings.

What's the 2nd point of Guest Request?

Telephone - The associate uncovered the guest's need.

According to 1st point of Guest Request, Telephone call must be answered within ..... rings and associate must minimally ◾Offer a warm welcome/.......... (eg. Good Morning, Evening,Hello) with a smile in their ....... ◾It is acceptable for the greeting to be ............... appropriate for the destination(eg. Aloha) ◾Speak in an efficient, yet ............ manner. ◾Ask first to be placed on ......, if applicable.

3/greeting/voice/regionally/unhurried/hold

What's the 1st point of Guest Request?

Telephone Greeting

100

What's the 12th point of F&B General?

Buffet/Dining Area Cleanliness

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