Ask – What is How We show Up, Always?
Answer - "How we show up — for our guests, our residents, for one another, and for ourselves — sets the tone for everything that follows. These team standards guide us in being consistent across Auberge, while allowing each of us to bring warmth, individuality, and genuine care into every interaction. They ensure that every moment reflects our values and creates experiences where guests feel recognized, respected, and at home. When we uphold them together, our work is smoother, our teams are stronger, and our impact is greater."

Ask – Who is responsible for knowing and training the team on these standards?

Answer – All team members should know them, and all leaders shall enforce them!

Ask – You notice a team member is keeping their cell phone in their pocket and it is very visible. They also are drinking a Starbucks coffee and the cup is placed in guest view. How do you address these concerns?And what standard does this apply to? (Allow for answers)

Answer - If a team member has their phone visible and a beverage, we must make them aware of our standard: "Keep all personal items (phones, bags, coffee cups, etc.) completely out of view in guest areas — including phones or other items visible in pockets."

Ask – The restaurant is busy and you have to head to the bar to pick up drinks for your table- but Mx. Hernandez stops you to ask for directions to the restroom. What do you do? (Allow for answers)

Answer – Escort guests until they are comfortable with directions; never point, gesture with an open palm.

Ask - Mr. Chan approaches you and asks for information about the restaurant. He is curious to know what type of cuisine is served. While speaking, he also inquires about the hours of the fitness center. How do you respond to these questions whether or not you know the answers off the top of your head? (Allow for answers)

Answer - The standard: Capably answer questions about the entire property or obtain effective and prompt assistance. When you aren’t sure/do not know the answer, acknowledge that you will seek out an answer and take down the guest details offering to follow up promptly.

Ask - The phone starts ringing when suddenly a guest approaches you to ask a question. You are working at the host stand alone. Who do you help first? (Allow for answers)

Answer - Standards state the following:

• Answer all calls within 3 rings, with warmth and professionalism.

• Ask permission before placing a guest on hold; never exceed 30 seconds without offering a call back.

• Deliver follow-up service and callbacks accurately and within the quoted time.

We must deliver service that remains attention to the guest in front of you, while also briefly answering the phone and offering a call back as soon as the interaction in front of you concludes. If you do quote a time to callback, it must be honored. You want to avoid over promising and under-deliveering, setting the right expectation is key.