QUICK GUIDE

QUICK TRAINING GUIDE:

  1. Arrive to work in a clean uniform, properly groomed with appropriate footwear and name tag.
  2. Use employee entrances and exits throughout the day.
  3. All employees must be at their work location no later than 10 minutes prior to shift start to prepare for the day.
  4. Aldesk is our timeclock and will track in and out times. Log in as soon as you arrive to work, log out for breaks, and log in upon return. Make sure you log out at end of the day.
  5. Any cash monies brought in during shift must be dropped off same day at the Bank of Hawaii location.
  6. Use the preferred vendor list for tour choices first
  7. Be knowledgeable about all tours, spas and restaurants in the Food & Fun Magazine
  8. Present Forever Maui Photography Sessions to each of your guests every day.
  9. Close out work must balance, if not call Kathy Britt at 808-419-0902 or your desk manager or lead.

Payment Options:

Room Charge Acceptable Desk: (Cash & Credit Cards also) Ritz Carlton-Kapalua, Honua Kai Resort & Spa, and Kaanapali Alii

Cash or Credit card Only Desks:  Kapalua Adventure Center, Napili Kai Resort, Hyatt Residence Club, Wailea Villas, Destination Residences

Coupons:  Honua Kai Resort, Hyatt Residence Club and Destination Residences have varied coupons that have individual process for cashing out

Splits and Working Together:

  1. THROUGH GREAT SERVICE, YOU WILL MAKE GREAT SALES.
  2. CONCIERGES DO NOT GIVE OUT THEIR PEROSONAL EMAILS OR PHONE NUMBERS TO GUESTS. You give the main email and the main phone number of the concierge desk.
  3. IF A GUEST CALLS and asks for a co-worker, take a moment…check instant message to see if they are working and available. If the co-worker is unavailable, HELP the guest.
  4. 4. DO NOT GIVE OUT YOUR SPECIFIC SCHEDULE and ask the guest to wait until you return, “I work Monday, Wed, and Sunday this week so call me between 4pm and 6pm” should never leave your lips. What you should say is, “I am here all day, and any of our concierge can assist you, we are open from 7am until 6pm (9PM) and are look forward to helping you finalize your vacation fun”.
  5. RESCHEDULE OF TOUR: If a tour needs to be rescheduled to another date or time and is the same vendor and product, all you have to do is change the date in the actual issued voucher and reprint the new ticket with the new time.
  6. LIKE FOR LIKE SALE: If a tour gets cancelled and you have to create a new voucher because it is either a new vendor or new product, but is within the same category of tour (helicopter to helicopter, snorkel to snorkel) you will create a new voucher and put it in the original Concierges name. If you forget to change the name, send an email to your manager or lead, with the client number AND which voucher (185266-6) and whose name to change and cc the other concierge involved.
  7. ADD ON SALE: If a guest has an UNISSUED voucher and they come to the desk to pick up their ticket and the number of guests has increased or decreased, just change the amount AND CALL IN THE NEW AMOUNT OF GUESTS to the vendor, ask if you need another confirmation number, then issue the voucher in your fellow concierges name.  If you are adding on for a specific client record and the original ticket has already been issued, create a new voucher, call it in or real time and put in the original agents name.
  8. NEW CLIENT wanting to travel with another pre-booked Client. This is NOT an add on sale.  If the Pitt family says comes to the desk and says they want to be on the same van tour to Hana as the Clooney family, you will start a new client record BUT TELL THE VENDOR THE TWO VOUCHERS NUMBERS THAT ARE TRAVELLING TOGETHER.  PUT THAT IN THE NOTES FOR BOTH RECORDS.  You can also use the LINK button and choose LINK ANOTHER CLIENT # (but still put in notes on both records)  This sale is NOT an ADD ON sale.
  9. TO SPLIT OR NOT TO SPLIT: You always have the option to split at any time, any sale that you are booking if you want to share with your co-worker.  The RULE IS-whoever closes the sale, gets the sale with one exception…clients that have been sent a specific email about specific tours and are reserving PRE ARRIVAL.  It takes a lot of time to speak to a guest, recap the conversation in an email so they can discuss with their group or family and then call back to book.  When you write that email remember to copy and paste in the client record you have created with arrival and departure dates.  It must have specific information on tours, for example “ as we discussed the Molokini half day tour would be best for your family…The Four Winds would be my first choice since it has the water slide and glass bottom etc.”  So if the client calls back and says we want a snorkel tour, you know which snorkel tour to direct the guest to that your co-worker has discussed and the sale is a split.  If they book a Lanai snorkel, still a split because your co-worker has discussed snorkeling specifically.  If the guests asks for a helicopter and there is no note regarding helicopters, you do not have to split.  Again, this is for future guests only.  Once this guest is in house or you have been helping a guest in house without emails, whoever closes it, gets it.  Unless you want to be generous and split with your co-worker.
  10. GIFT CERTIFICATES: You choose the vendor “Gift Cert Maui Concierge” put it in the name of the recipient (ask the purchaser what name the room is reserved under) Check with front desk to make sure we have a guest by that name checking in on the date the purchaser gives you.  Put in the amount of the cert and make sure the purchaser knows this can only be used for activities and tours (not the restaurants or spas on site).  Put in the notes the name of the purchaser and cash out to the purchasers name sending them the credit card receipt with an email stating “we have charged your card ending in #2569 $500 for a gift cert for the Sam and Bev Jones party arriving June 1st 2015. Etc.”  Then you do a refund pending immediately for this sale.  When the Jones party comes in, they need to book at least the amount of the gift cert (no less) and you hit “save” so you cash out the refund and the sale at the same time.  It will apply the gift cert amount to the new activity voucher(s) and if there is more due the Jones party will pay for the difference not the purchaser.  Call your manager or lead if you need help with this.
  11. If you see a client voucher that needs to be changed due to a like for like, add on, split…you write an Aldesk email stating just the facts with client and voucher number and parties involved and cc those involved, for example:

“Voucher 123456-9 please change to Toni’s name instead of Kate’s.   Like for like sale with 123456-4.  Thank you.  Cc Kathy, Kate.”

“Voucher 123457-4, 5, 6, 7 please split between Kate and Toni per pre arrival email on 122456.  Thank you.  CC Toni, Kathy.”

Procedures that must be learned:

  • Close Out Procedure and Balancing
  • Room Charge Procedures
  • Aldesk computer system
  • Discount Coupons
  • Credit Cards to hold reservations
  • Unissued and Expired Vouchers
  • Unconfirmed Vouchers
  • Cancelling partial or full for an unissued voucher
  • Refunding partial or full for an issued voucher
  • Entering Payment Options
  • Changing Payments
  • Vendor Special Requirement: Age, weights, physical ability etc. Sharing Information with guest
  • Cancellation Policy
  • Weighing Guests at each desk for Zipline, helicopter etc.
  • Booking Fare Harbor Reservations
  • Cancelling / Changing/ Refunding Fare Harbor Reservation
  • Cancelling/ Changing/Refunding Reservations that were called into a Vendor Directly
  • Booking Forever Maui-Use of Blocks and when to call in to direct Forever Maui Number
  • Block Reservations for other Vendors besides Forever Maui
  • Company verse Vendor Discounts and how they are entered and effect commission
  • Preferred Vendor List
  • How to reprint and/or email a voucher (to vendor or client)
  • How to email client itinerary
  • Learning restaurants, spas, fitness centers, amenities, ice machines, boarding pass stations etc. at resort
  • FAM (familiarization) tours and Procedures
  • Rental Car options
  • Stocking and Cleaning of Desk

5 DAY TRAINING OUTLINES

New Hire Paperwork Day:

  • Receive login for Aldesk and Whentowork directives
  • Read Employee Manual
  • Receive Uniform Parameters, Name Tag, and business card order
  • Dress Codes at Locations

Day One on Site:

  • Learn employee entrances and parking
  • Room tour if possible
  • Learn resort and desk phone numbers
  • Resort tour-restaurants, fitness center, ice machines, trash shoots, front desk, security, spas etc.
  • Boarding pass computer locations
  • Learn location of employee dining rooms and rest rooms
  • Hotel Information for guests: business center, room service, pool service etc.

Day Two:

  • Computers-How to log in
  • Telephones-How to use, hold, transfer, check messages
  • How to answer the phone, “Aloha, Lobby Concierge, this is ______, how may I assist you?”
  • If you are assisting another guest, how to handle ringing phone.
  • Opening/Mid-Day/Closing Procedures
  • Supply location for office supplies, brochures, maps etc.
  • How to sticker a brochure
  • Positioning of Food & Fun Books & Top 20 Activity List
  • How to print out “Select” balances and print out for the day
  • Positioning of Forever Maui Marketing Items
  • How to check Forever Maui Blocks
  • Taxi and Rental Car Choices

Day Three:

  • Aldesk Introduction: Making new client, Existing clients, Unissued Clients, Expired Clients Web bookings, Fare Harbor and Select Reservations.

This is a full day of learning about splits, cancels, refunds, vendor requirements, preferred vendors, notes in system, close outs and drop procedures.

  • Web Orders
  • Special Coupons and how to do payments
  • Learn Opentable Reservations

Day Four:

  • Sales procedures:
  1. Greet the Guest and build Rapport:

Acknowledge every guest with a smile when guest is 5 feet away

Introduce yourself to guest with your name and ask for theirs

Thank the guest for waiting (if appropriate)

Introduce your services briefly that you can reserve and ticket all tours

  1. Discover:

Ask Questions to help you plan the guests stay: How long are you on Maui? Are you going to any other islands?  Have you been to Maui before? How many people in your party, ages, what do you enjoy? What plans have you already made?  Do you prefer private excursions or shared?

Make specific suggestions including restaurants and local highlights

Create excitement for the tours (your favorite parts of a tour, your favorite dessert at a restaurant)

  1. Plan:

Use your Daily Planner

Fill in itinerary AS YOU ARE SPEAKING WITH THE GUEST

Give the guest a pen, so they can write on planner

Create a sense of urgency on reservations

Close sale on day and tours

Make additional, specific tour suggestions

  1. Book and Issue Tickets:

Booking also happens in Plan Stage-Make reservations

Make reservations on correct day with correct number of guests

Inform guests of weight etc. parameters and weigh guest at desk when needed

Review arrangements, cancel policy, accuracy

Collect Payment for tours

Give directions with time parameters, pick up and check in locations, parking sites and costs, what to wear and bring.  Ensure guest understands information

  1. Thank the guest, use their name again, suggest one more local free highlight, ask guests to let us know how everything goes.  Ask guests to refer us to others.

Day Five:

  Work on Own

  • Work the desk with the trainer shadowing
  • Learn about how to handle guest situations: missed tours, unhappy with tours, unable to do tour due to weight, age or physical ability, vendor cancels
  • Set Daily Sales Goals for tours and Forever Maui Reservations

Maintain a positive attitude daily

Be enthusiastic about tours and restaurants

Our guest is the most important person, go the extra mile for each and every guest.

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