08039 Conserjeria/VIP

Which department is the talent from?

1. Warm welcome/greeting provided

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

3. Concierge must greet guest and offer assistance within 5 minutes of arrival to the area

4. Lobby Concierge is responsive and knowledgeable (Be knowledgeable, suggest, recommend)

5. Concierge provides reservation services

6. Offer to provide a confirmation for every reservation and ask guest if he/she prefers printed, e-mail or send to the room

7. Talent must Remix Luxury

8. Talent ace the Basics and put the guest at the center of everything they did

9. Talent must take responsibility and make it happen

10. Guest name used during the experience, when known

11. Talent must bring their personality to work

12. Further assistance offered to the guest

13. Warm and sincere closing offered, and appreciation demonstrated

1. Warm welcome/greeting provided

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

3. Guest name used during the experience, when known

4. W Insider must take responsibility and make it happen

5. W Insider must bring their personality to work

6. Talent does not decline a request without offering alternatives

7. Talent ace the Basics and put the guest at the center of everything they did

8. Talent enhanced the guest stay by giving insider access to the city or by being attentive to the guests needs.

9. Further assistance offered to the guest

10. Warm and sincere closing offered, and appreciation demonstrated