08039 GUEST SERVICES

1. Telephone Etiquette meets standard

2. Warm welcome/greeting provided. Guest name used

3. ROOM SERVICE

3.1 Room service order properly taken - Ask how many in party<br>

3.2 Room service order properly taken - Suggestion/Upsell of additional items

3.3 Room service order properly taken - Quote estimated delivery time

3.4 Room service order properly taken - Repeat back

4. NEGATIVE CASES

4.1 Operator reacts as appropriate and sets expectation for resolution. Operator must question effectively to uncover the guest’s need; offer apology & provide time quote for response

4.2 Agent must place a follow up call within 30 minutes of problem resolution

5. OFF SITE PURCHASE

5.1 Guest Service Talent offers to purchase item if not readily available

6. CHECK OUT

6.1 Offer to retrieve car or arrange other transportation

6.2 Estimated time of pick-up provided. It is acceptable if quote non-specific (e.g., immediately, I'll be right up)

7. Telephone - The associate confirmed the caller's request by repeating back key details to<br>ensure correct understanding

8. Telephone - Guest name used during the experience

9. Further assistance offered to the guest

10. Warm and sincere closing offered, and appreciation<br>demonstrated