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143 Cards in this Set
- Front
- Back
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Vision Statement |
Montage Deer Valley will be the resort of choice for discerning travelers, our community, and Associates. |
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Mission Statement |
We will go to extraordinary lengths to know our guests, creating emotional attachments by delivering highly personalized service with humility and grace. We will create lifelong memories.
We will live by our values as we passionately pursue excellence. We are prepared and empowered to always do the right thing.
We will embrace and reflect the heritage of Park City through our emphasis on art, architecture and the environment. We will take an active role in serving our community.
We are committed to the collective success of Montage. |
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Montage Values |
Communication Listen
Passion Attitude
Respect Team Player
Learning Teaching & Mentor
Integrity Doing the right thing
Gracious Kindness & Courteous
Humility Grateful & Appreciative
Trust True to your word |
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Founder & CEO of Montage Hotels and Resorts |
Alan Fuerstman |
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VP Montage Hotels and Resorts Operations |
James Bermingham |
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General Manager |
Allen Highfield |
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Resort Manager |
David Mars |
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Director of Restaurants |
Matthew Seamons |
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Executive Chef |
Shawn Armstrong |
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Daly's Manager |
Jim Peconga |
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Daly's Chef |
Ken Lorresch |
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Apex Manager |
Benjamin Elgrably |
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Apex Chef de Cuisine |
Christian Ojeda |
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Vista Manager |
Kara Cordray |
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Front Office Manager |
Michael Blakely |
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Director of Housekeeping |
Poosana Sunnanonta |
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Director of Residential Services |
Chinan Tao |
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Director of Engineering |
Andrew Godaire |
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Director of Sales and Marketing |
Kurt Diekhoff |
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Director of Finance |
Will Dvoranchik |
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Director of Resort Activities |
Andy Damman |
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Director of HR |
Linda Cooley |
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Spa Director |
Shana Ominsky |
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Security Manager |
Ryan Minser |
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Director of Corporate Learning |
Derra Lee Edwards |
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Learning Manager |
Dori Nottingham |
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Canine Ambassadors |
Monty and Jonas |
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Physical Address |
Montage Deer Valley 9100 Marsac Avenue Park City, UT 84060-4680 (435) 604-1300
P.O. Box 4680 - for U.S. Postal Service deliveries only |
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When did Montage Deer Valley open? |
December 9, 2010 |
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What's the closest airport, and how far is it from the resort? |
Salt Lake City International Airport
About 45 minutes/38 miles |
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Seven Key Talking Points |
1) Refined mountain craftsman retreat
2) Just 38 miles (about 45 minutes) from SLC international airport
3) Located on the #1 Ski Resort in America
4) True ski-in/ski-out
5) 220 Guest rooms and Suites
6) World class summer activities and festivals
7) Wonderful tradition of great culinary arts
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Where can Wireless Internet Service be accessed? |
Resort-wide, and in all guest rooms |
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How much is internet service? |
Basic internet is complimentary
Upgraded (faster speed) internet is $19.95/day |
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What are the hours and location of the Business Center? |
24 hours
Located on the 5th floor in the Ballroom hallway (30 minute time-out)
Complimentary for resort guests |
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Pool Temperatures |
Alpine Outdoor Pool - 90 deg (winter), 85 deg (summer)
Spa Lap Pool - 85 deg
Hot Tubs - 104 deg |
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What do we clean the pools with? |
Outdoor pools - chlorine
Indoor pools - chlorine & ozone |
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What are the other Montage locations? |
Laguna Beach, Beverly Hills, Kapulua Bay, Palmetto Bluff |
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What is the second hotel brand managed by Montage Hotels and Resorts? |
Pendry Hotels
First location in San Diego
Expected to open 2016 |
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What do we recycle and where? |
Paper, plastic, and aluminum to be placed in the baler on the loading dock |
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Apex |
A celebration of classic continental cuisine in an unforgettable mountain setting.
*Signature restaurant
offering guests a relaxed yet refined dining experience. The menu is a creative revival of iconic dishes focused on fresh, local ingredients, prepared with care and presented with remarkable style. |
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What is the hand scraped wood floor species and bar wood species in Apex? |
Hand scraped wood floor - Walnut
Bar wood - Bubinga (African rosewood) |
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What is the name of the signature bread in Apex? |
Popovers |
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Burgers & Bourbon |
Burgers and Bourbon serves America's favorite classics from gourmet burgers and fresh cut fries to hand spun shakes and craft spirits.
The menu pays homage to local artisans and farmers whose passion and hard work produce the finest ingredients. Our bar boasts over 100 bourbon selections, celebrating the true American spirit of these distillers.
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Daly's Pub & Rec |
A pub style eatery offering classic comfort foods along with rousing recreational pastimes.
Daly's is a pub style eatery offering classic comfort food such as brick oven pizza, burgers, steaks, and fish & chips, along with rousing recreational pastimes, including bowling, shuffleboard, English darts, and a vintage arcade. Round out your experience with a local microbrew, wine, cocktail, or one of our specialty sodas. |
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What are the games offered at Daly's? |
Bowling - $10/game, $5 one-time shoe rental Darts Shuffle board Fooseball Arcade games - $0.25
Bonus: Nintendo Wii stations Photobooth |
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What is our specialty beer? |
Montage Mountain Ale brewed by Wasatch Brewery |
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Vista Lounge & Terrace |
An authentic mountain great room where friends and family gather to share alpine inspired cuisine and enjoy the best in live entertainment.
With the most scenic views in Park City, Vista is Montage Deer Valley's mountain great room where friends and family gather to share alpine inspired cuisine and enjoy the best in live entertainment. Centered around a roaring fireplace, guests delight in talented musicians, handcrafted cocktails, and classics such as fondue, cheese, and charcuterie. |
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What foods are served in Vista? |
A selection of sharable cheeses, meats, shellfish, vegetables, and desserts |
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Where and when do we serve complimentary S'mores? |
Vista Firepit (adjacent toMountain Lawn)
4:30-5:30 pm daily (winter)
8:00-9:00 pm daily (summer)
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Yama Sushi |
A stylish winter dining venue featuring the freshest sushi and sashimi in an intimate setting overloooking the Empire ski runs.
Custom rolls and sashimi are the order of the day at Yama Sushi. Translated from the Japanese word for mountain, Yama Sushi serves the freshest seafood along with sake flight pairings and beers from around the world. The ski runs of Empire Mountain serve as a picturesque backdrop to enjoy live entertainment and inspired Asian fair at this intimate restaurant.
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Buzz |
The resort's espresso bar offering beverages, gourmet to-go items, and select homemade confections.
Montage's gourmet-to-go cafe offers specialty brewed coffee drinks, organic teas, freshly baked goods, and artisanal sandwiches. With a friendly, relaxed atmosphere, Buzz is a convenient place for on-the-go items and picnic foods, whether on the way to the mountain for a day of skiing or hiking on one of the many trails surrounding the resort. |
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What is the specialty item served in Buzz? Who makes it? |
Gelato - Ray Lammers and pastry department |
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What company provides the coffee and tea at Buzz? |
Lamill out of Los Angeles |
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In-Room Dining |
24 hours a day (including alcohol)
Menu based off Apex
Delivery time - typically 30 mins (faster if possible) |
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Otto's |
One hot meal per 8-hour shift
Remember to always clean up after yourself, pick up your trash, and push in your chair. |
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How many total guestrooms? |
220 |
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How many suites? |
66 |
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View Categories |
Resort - views of the resort grounds and mountains
Vista - views of the dramatic ski slopes & sub-alpine valleys
Peak - premier, panoramic views of the stunning ski slopes or alpine valleys |
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What is our signature scent? |
Lemon Verbena and Cedar |
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How many residences do we have, and where are they located? |
81 - located on levels 8-12 and PH level
Questions regarding Residences should be directed to Residential Sales Gallery |
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Where is the Residential Sales Gallery located? |
Level 6, adjacent to Vista Lounge |
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Where do we get the turndown chocolates? |
Pastry Chef Ray Lammers is responsible for the signature Montage Artisan Chocolates made on property in the pastry shop, using the freshest ingredients and finest French chocolate.
Every night of the week different turndown chocolates are delivered by Housekeeping at turndown. |
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What time is check-in? |
3:00 pm, but happy to escort guest to room before this time if the room is ready |
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What time is check-out? |
12:00 noon |
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Where can guests go for information? |
Concierge |
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What are the three parking charges for guests? |
Day guest: COMPLIMENTARY
Overnight: $34
Skiing Parking: $40 |
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Do we offer transportation for resort guests? |
Yes - MDV offers daily, complimentary transportation for hotel guests to a number of nearby locations.
First come, First served |
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Transportation Schedule |
To Snow Park Lodge: every 30 mins 8:00 am-4:30 pm
To PCMR: every hour 8:15 am - 4:15 pm
To Main Street: First Come, First Served 24 hours a day
To Silver Lake: Upon Request
Transportation area extends from MDV to corner of Kearns & Park Ave (UT-224) |
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What is the signature experience of Spa Montage? |
Elements of Wellness |
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Spa Fitness Center |
All wellness classes are complimentary to resort guests.
Personal training and private instruction available on call.
Shirts and closed toed shoes are required. |
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Fitness Center Policies |
No cell phones, no smoking, no children under 16
Ages 13-15 permitted with adult. All ages permitted in salon. |
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Do we offer a day pass for non-resort guests? How much is it and what does it include? |
Yes: $55
Includes use of all spa facilities: wet lounges, spa lap pool, wellness center and classes |
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How many treatment rooms in the Spa? |
29 |
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What is sold in the Spa Boutique? |
Lululemon active wear, Kerstin Florian skin care, Kevin Murphy hair products with various nail polishes, Under Armour attire, Moroccan hair oil and accessories. |
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Where can a guest purchase aspirin, toothbrush, breath mints, etc? |
Pique Boutique |
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Where is an ATM located? |
Pique
Only ATM on property - can be accessed by Security after hours |
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What is the name of the jeweler on the front drive? |
Roberto Coin |
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Where can you buy a gift card? |
Pique or Spa Montage |
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Compass Sports |
MDV's 7000 sq. ft., year-round mountain activities center |
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During the winter months, our mountain hosts will assist with every aspect of your winter ski pursuits, from: |
Customizing your ski selection to the conditions and your abilities
Purchasing lift tickets and booking lessons
Waxing your skis
Warming up your boots before you hit the slopes
At the end of the day, your ski valets will pick up, service, and store your equipment.
Taking full advantage of our true ski-in/ski-out location and Montage's commitment to service, Compass Sports truly focuses on making your winter holiday seamless and enjoyable. |
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What summer activities are offered at Compass? |
mountain biking hiking or horseback riding blue ribbon fly-fishing rafting boating or kayaking panoramic sigh-seeing from scenic chair-lift rides |
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What and where is "Powder Park?" |
MDV's winter tubing park on the Grand Lawn from the main elevator
Magic Carpet is a new addition enabling guests to ride back up the hill |
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What is the name of the green beginner ski run at Deer Valley returning to Montage? |
Bandana |
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What are the nearest ski lifts to Montage? |
Ruby, Empire, and Lady Morgan |
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What is the 2014/2015 Deer Valley season? |
December 6, 2014 - April 12, 2015 |
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What is the Montage Merits Program? |
A program in which guests earn a pin for specific outdoor activities around Montage Deer Valley. After collecting all 12 activity pins, guest earn the "Monty" pin for having conquered the mountain. |
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What is Montage to Moab? |
A private day excursion for up to 7 people hiking or biking amidst the red rock vistas of Arches and Canyonlands National Parks. |
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Who is MDV's official Ski Ambassador? |
Shannon Bahrke - two time Olympic mogul medalist |
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Paintbox |
Children's activities program where your children can play, learn, relax, and explore. A theme-based, camp-like atmosphere with both indoor and outdoor activities.
Accomodates children ages 5-12.
Sitter services available through Concierge for children not of Paintbox age.
Paintbox located on 4th floor across from Compass. |
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Where is the list of the daily events and how can I find out where groups are holding their meetings? |
On the back of the "Daly Times" where room names, event times, and locations are listed. |
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What are some reasons you would need to refer to the event listings? |
A guest needs to know where their even is being held
Group guests may be dining in the restaurants on property
Housekeeping service times
Guest services room deliveries |
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What are the names of the 4 main meeting rooms and where are they located? |
Grand Ballroom Gallery Ballroom Salon Boardroom
All located on the 5th floor, overlooking the valley |
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What are the important practices in laundry? |
Never allow cross contamination (rags w/ linens, towel w/ sheets, colors w/ whites)
Uniforms - keep it clean and ensure it fits properly
Caring for our linen, our work place, and Associates, which will translate to caring for our guests
Proper product for the appropriate task (rags vs. washcloths, rags vs. napkins to clean up spills) |
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How long does guest laundry/dry cleaning take? |
Items will be brought back at time of guest discretion or within 6 hours |
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What do security associates do? |
Trained to assist our guests and associates with injuries and emergency situations, along with overseeing MDV grounds, garage, and parking. |
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What is your evacuation meeting location? |
Front Drive and Grand Lawn |
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What is the nearest fire extinguisher to your work station? |
Directly outside the Reservations Office door |
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ADP Workforce Now is where I can go to: |
1) View paycheck stub 2) Request PTO 3) View benefits enrollments 4) Update my personal information, address, phone, etc. 5) Print a W2 |
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MDV offers the following benefits to all Associates: |
1) Ski pass discounts 2) One complimentary meal per shift in Otto's 3) Discounts on dry cleaning 4) 40% off Montage restaurants w/ reservation 5) 401K Matching - Montage will match 100% of the first 3% and 50% for the next 2% |
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What day do Associates receive their paycheck? |
Biweekly, on Friday |
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How do I qualify for a $125 rate at other Montage Hotels? |
Must be an active, full or part-time associate of MH&R emplooyed for at least six months.
Must be in good standing with the company. |
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What is a Magic Card? |
a personalized thank you card an Associate can complete to recognize or thank a coworker who did something exceptional |
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What is the Masters program, and how do you nominate a coworker? |
a recognition program that recognizes hourly Associates, on a quarterly basis, who have been excellent in their role
posted survey link where you can nominate, or a paper form from HR
winners receive $300 and evening celebration at Montage |
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MDV Human Resources hosts the following Associate events throughout the year: |
1) Associate anniversary dinner and party 2) Breakfast with Santa 3) Associate picnic 4) Hearts of Montage opportunities |
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Associate Parking |
All associates park on level 1 of the parking garage in their assigned space.
Associates are also encouraged to carpool and take the bus. |
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Smoking locations |
Guests: any outdoor area 25 feet from the building, but not in any food service area
Associates: outside the loading dock |
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Grooming Guidelines |
Clean - uniform, hair, fingernails, One earring per ear (women) Tattoos cannot be visible Nametag on left chest - polished No facial hair (men) - Polished shoes Perfume should be used very sparingly, if at all |
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What do you do when you encounter a guest (4 S's)? |
Stop Stand and make eye contact Smile Salutation or greeting |
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What is an appropriate salutation? |
Good morning/afternoon/evening |
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How to own a complaint/request: |
1) Empathize - understand how they feel 2) Listen - actively listen to ensure you understand the concern 3) Apologize - even if you are not the responsibility party 4) Agree upon a solution - give the guest choices 5) Take action - immediately 6) Follow-up - do not assume |
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How to answer the telephone: |
1) "Good morning/afternoon/evening. Thank you for calling." 2) Location or department 3) Identify yourself 4) "How may I assist you?" |
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Within how many rings should you answer the phone? |
3 |
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At the end of every call/conversation, what do you ask? |
"Is there anything else I may assist you with at this time?" |
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Examples of anticipatory remarks: |
1) We look forward to your arrival. 2) Are there any other reservations I can make for you at this time? 3) It's been our pleasure serving you...is their anything else I can assist you with? 4) We look forward to your next visit. Come back soon. 5) Do you need directions to your destination? |
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How much time do we have to make a delivery or fulfill a Guest's request? |
10 minutes and with a sense of urgency |
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How do we escort a guest to his/her destination? |
Never point
Walk with shoulder closer to guest slightly back, with body turned toward guest
Never lead the guest, rather walk with the guest to the destination |
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How do we communicate with our body language? |
Hand movements How we stand and walk Arms open or crossed Grooming Leaning forward Eye contact, smile, facial expressions |
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How does a guest know if you are listening to them? |
Stop what you are doing Make eye contact Turn and face the guest Make appropriate facial expressions Ask questions Take action |
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What is a "WOW?" |
a surprising personal gesture - NOW! |
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What is the best way to create WOWs? |
Listen to guests or Associates and then take action immediately |
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Does creating a WOW always mean giving something away? |
No. It's about really listening and then personalizing the experience. |
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What is one of the best tools to ensure we can create a WOW when a guest returns? |
Filling out Montage Moment Cards |
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Derra Lee's quote |
You judge yourself by your intentions and beliefs. Everyone else judges you by your actions and behaviors. You're the message out there. What is your message?
Always remember how POWERFUL you are! |
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Alpine Pool Deck Menu Hours |
11:00 am - 5:00 pm |
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Apex Hours |
Breakfast Menu 7:00 am - 11:00 am Breakfast Buffet 7:00 am - 10:00 am Lunch Menu 11:00 am - 3:00 pm Skiers Buffet 11:30 am - 2:30 pm
Burgers & Bourbon 3:00 pm - 10:00 pm **Blues Night: Wednesdays 6:00 - 9:00 pm
Dinner Menu 5:30 pm - 10:00 pm Live music at Apex bar 12:00 pm - 3:00 pm |
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Buzz Hours |
7:00 am - 6:00 pm |
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Daly's Pub Hours |
Pub Menu 11:30 am - 10:00 pm Bar & Games 11:30 am - 11:00 pm |
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IRD Hours |
Breakfast Menu 6:00 am - 11:00 am All Day Menu 11:00 am - 10:00 pm Dinner Menu 5:30 pm - 10:00 pm Overnight Menu 10:00 pm - 6:00 am |
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Spa Hours |
Spa & Spa Boutique 8:00 am - 9:00 pm Wellness & Pool 6:00 am - 9:00 pm Family Pool 9 - 11 am & 6 - 9 pm Treatments 8:30 am - 7:30 pm Salon 10:00 am - 7:00 pm Spa Pool Menu 11:00 am - 5:00 pm
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Vista Lounge & Terrace Hours |
Complimentary Coffee 6:00 am - 9:00 am Vista Bar 3:00 pm - midnight Vista Lounge Menu 3:00 pm - 11:00 pm Entertainment 7 days/wk 7:00 pm - 10:00 pm Ent. Fri, Sat, Sun 3 - 6 pm & 7 - 10 pm S'Mores 4:30 - 5:30 pm |
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Yama Sushi Hours |
5:00 pm - 10:00 pm |
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Compass Sports Hours |
Compass 7:00 am - 7:00 pm Poweder Park Noon to dusk |
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Concierge Hours |
7:00 am - 10:00 pm |
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Guest Reception Hours |
24 hours |
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Pique Boutique Hours |
8:00 am - 9:00 pm |
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Residential Sales Gallery Hours |
Daily 11:00 am - 6:00 pm |
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Residential Lounge Hours |
Hours of Operation 7:00 am - 6:00 pm Breakfast 7:00 am - 11:00 am Apres 3:00 pm - 5:30 pm |
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Roberto Coin Hours |
Monday - Saturday 9:00 am - 6:00 pm Sunday 10:00 am - 5:00 pm |
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Laundry Hours |
Guest Laundry available 7 days a week (6 hr turnaround) Uniform Window 6:00 am - 11:00 pm
Deliveries made 9 am - 9 pm, unless requested by guest |
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Montage Happenings |
Meet Monty & Jonas 11:00 am Lobby 3:00 pm Compass Family Photos 4:00 pm Vista Firepit |
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Otto's Hours |
10:00 am - 8:00 pm |
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What is the Montage Etiquette? |
Language Eye contact Smile Sense of Urgency
Fond farewell Opening doors Always say Thank You Manners
Using the Guest's name
Polite interactions Paying attention to the details Grooming Gracious welcome |
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Paintbox Hours |
Half Day ($65) 9 am - 1 pm or 12 - 4 pm Full Day ($100) 9:00 am - 4:00 pm Children's Night Out ($65) Fri and Sat 6 - 10 pm (daily during holidays) |
