Moonhigh Hotel | Receptionist Guides

Supervisor can help.
Management can train.

Do NOT let the trainee know if they passed, please leave that to the host.

Welcome everyone! I am {name}, your Receptionist Trainer for today’s session! Before we begin, do you have any questions or concerns?

Let’s begin! In today’s session, we will be going over the role of a Receptionist, and how to deal with certain situations.

As a Receptionist, you’re to hand rooms to guests. There are 3 types of rooms: Standard, Premium Suite & Penthouse.

To know if someone is eligible for that type of room, they will have a title above their head.

We will now move on to the Check-In System. This will be a lot to comprehend at once so read carefully and copy down if needed.

Click the computer > Click check-in > Then type in the following username > Then select the room type > Click Done.

The Check-Out formula is fairly similar to the Check-In formula.

Click the computer > Click check-out > Then type in the following username > Click Done.

While working, you’ll encounter trollers, exploiters, spammers and many more.

If you see a troller, you ask them to stop only ONCE. If they continue, that’s when you start giving warnings.

Trollers receive lll warnings only, and you are to call for an MR+ immediately after. Make sure to use the format.

Example: WI | Cookie_DevX | Trolling

Someone can get a warning for multiple reasons; from abusing caps, trolling, being rude, or not listening to staff.

If you encounter a major spammer, you should either call an SHR on the group wall or in the communications server for them to come and ban.

We will now be talking about exploiters, this may sometimes be confused with people who have the Admin Gamepass.

Exploiters/Hackers are users that make the game simply unenjoyable for guests, or are abusing their powers.

If you see an exploiter, try to take a screenshot of them exploiting/hacking for proof.

Also, when encountering one, do not give warnings. Instead, call an SHR+ immediately and wait until they arrive.

When calling please remain calm and professional.

Do not say ‘OMG HR HELP IN MY SERVER PLZ’. This is extremely unprofessional.

Stay calm and say ‘Hello, I need MR+ in my server, please.’ Wait until a staff member replies.

You are required to wear the uniform at all times in the hotel, failure to do so will result in a suspension.

That is all from me! Helper(s) may now go to their trainee(s). Good luck!

Greetings, I’m {name}! I’ll be your Reception Helper for today’s session.

Before we begin, do you have any questions or concerns?

Alright, let’s begin. In today’s session you will demonstrate the ability to deal with a troller, exploiters and customers.

After that, you are to demonstrate a basic role play with a guest. We will begin with a short trivia.

With the trivia, you will have only lll minutes maximum to answer each question. You are to answer in complete sentences.

Any copy and pasting during this whole section will result in an automatic fail and a removal from the server.

Alright, lets begin, good luck!

We will begin with a Trivia. This will determine whether you were paying attention earlier.

Q I | How many warnings do trollers and exploiters get? (In their respectful order)

Q II | How do you handle a troller? What would your approach be?

Q III | How do you handle an exploiter? What would your approach be?

Q IV | When are you allowed to give someone a Premium Suite Room?

QV | If a Staff Member was to abuse their admin, what would your immediate action be?

Great, we will now begin the troll test. As we talked about, trollers receive III warnings and you call an MR+.

Please state your greeting when ready!

Great, we will now begin with the roleplay test, state your
greeting when you’re ready.

Hello! May I have a standard room, please?

Thank you.

(Walk away momentarily.)

Hello, may I get checked out please?

Thank you.

Brilliant! Please follow me into the main hall to get your results!

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