07CONARRIVAL

Enter Bell staff/escort name(s)

Bell staff was present as required

Bell staff provides an orientation of hotel's services and facilities during escort

Luggage is delivered in a timely fashion

Elevator/rooming etiquette meets standard

Bell staff confirms guest's satisfaction and comfort with guestroom

Bell staff explains/demonstrates at least 3 features of guestroom

Bell staff places guest's luggage properly

Bell staff places guest's other belongings properly

Bell Staff owns and resolves guest's requests and opportunities immediately

Warm welcome/greeting provided

Bell staff provides a warm welcome (Three Steps of Service)

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Bell staff uses appropriate verbiage and shows genuine concern

Bell Staff does not decline a request without offering alternatives

Bell staff is "On Stage"

Well-groomed and professional, wearing a uniform

Bell staff takes pride in and care of personal appearance

Bell staff anticipates need(s) (Three Steps of Service)

Guest name used during the experience, when known

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

Bell staff provides a fond farewell (Three Steps of Service)

Bell staff enhances emotional engagement (positive)

Bell staff enhances emotional engagement (negative)

The overall experience met guest expectations and was free of negative detractors