(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.
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O-Anticipated a guest’s needs before they asked.
N-Explained resort rules or safety guidelines to a guest.
B-Handled a large group of university students and ensured they had a great experience.
O-Identified a risk and took steps to mitigate it before an incident occurred.
B-Helped organize or smooth over a group event for guests.
B-Helped a guest who had a last-minute change of plans.
I-Resolved a guest complaint calmly.
O-Handled a logistical issue with transport or accommodation.
N-Assisted a guest who had an emergency.
N-Organized or assisted with an unexpected group activity.
I-Managed a guest’s expectations in a challenging situation.
O-Noticed a guest looking confused and offered help.
O-Managed a last-minute change in plans or schedule.
O-Handled an issue related to weather or other unexpected circumstances.
N-Guided a group of guests on a mountain activity.
G-Worked with another department (e.g., restaurant, equipment hire) to assist guests.
I-Provided feedback to a guest about their behavior in a professional way.
I-Handled a situation where a guest’s expectations weren’t met.
O-Collaborated with the resort staff to improve guest experience.
O-Took initiative to solve a problem before it became a bigger issue.
O-Helped a guest navigate a change in the resort’s schedule.
B-Helped a guest with a special request.
G-Offered a guest an unexpected bonus or upgrade (e.g., better room, free drink).
I-Supported a fellow rep or team member during a busy time.
G-Assisted a guest with mobility or accessibility needs.
I-Gave a guest advice on how to improve their holiday experience.
B-Coordinated with other team members to ensure smooth operations.
N-Apologized to a guest and offered a solution.
G-Solved an issue before the guest even knew it was a problem.
B-Handled a difficult situation calmly and professionally.
I-Helped a guest with directions or transportation information.
G-Stayed calm and resolved an issue during a busy or high-pressure moment.
B-Managed a guest's expectations when something went wrong.
I-Supported a guest or colleague with a language barrier.
I-Organized a group event or excursion.
N-Handled a guest’s complaint about noisy neighbors.
G-Anticipated and addressed potential guest concerns before they became an issue.
O-Made sure all guests arrived safely at an event or trip.
I-Communicated with suppliers or partners to resolve an issue.
G-Handled a service issue that wasn’t your responsibility.
I-Handled a complaint from a group or large party of guests.
O-Checked in with a guest during their stay to ensure they were happy.
I-Made a guest’s day by going above and beyond.
G-Managed an arrival or departure day.
G-Stayed calm when dealing with a stressful situation.
G-Ensured guest safety during an activity or event.
O-Managed a group of guests who were upset or frustrated.
B-Escalated a guest issue to management when needed.
B-Provided guests with information about the local area or resort.
N-Worked with a supplier or partner to solve a guest issue (e.g., equipment, lift pass).
O-Assisted a guest during a medical or emergency situation.
I-Ensured a guest's dietary needs were met.
N-Received positive feedback from a guest for good service.
B-Escorted a group of guests to a scheduled activity or event.
B-Helped a guest with their ski pass or equipment.
B-Assisted a guest who didn’t speak English well.
N-Led or supported a team meeting to prepare for the day's activities.
N-Acted as a liaison between guests and resort staff.
N-Suggested a creative solution to a guest’s problem.
B-Gave directions to a guest or explained how something works.
G-Worked extra hours to ensure a guest had a great experience.
I-Assisted a guest with a technical issue (e.g., app, Wi-Fi, room key).
N-Took the initiative to solve an issue without being asked.
N-Led a safety briefing or other guest information session.
N-Provided extra information to a guest without being asked.
G-Suggested a local activity or restaurant that the guest loved.
I-Helped a guest resolve a problem with their booking or room.
O-Trained a colleague on how to provide great service.
B-Organized transport or logistics for a group event or activity.
G-Solved a problem involving technology (e.g., guest Wi-Fi, app issues).
O-Listened patiently to a guest’s complaint or concern.
N-Noticed something that could improve the guest experience and acted on it.
B-Facilitated a smooth check-in or check-out process for a group.
G-Managed guest or team conflicts effectively.
N-Provided excellent service during a busy or chaotic time.
G-Handled a difficult situation with a smile.
I-Helped a guest resolve a booking or payment issue.
O-Worked with a team member to solve a guest’s issue.
B-Helped a guest find lost property.
G-Worked extra hours or went above and beyond to ensure a successful event.
