08039 LQA ARRIVAL - PORTER

• Conducted on

  Date

• Talent assesed

PORTER ARRIVAL

• 1. Was the correct luggage either present in the room on arrival or delivered within 10 minutes of the guest’s arrival to the room for an urban hotel?

  Yes

  No

  N/A

• 2. Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

  Yes

  No

• 3. Did the employee offer to place all large suitcases on to luggage racks/benches in the correct position (i.e. zipper facing the guest) and if additional racks were required did the employee offer to get these?

  Yes

  No

  N/A

• 4. Did the employee offer to hang the guest’s coat and suit carrier (if applicable)?

  Yes

  No

  N/A

• 5. In the case of a first time guest, did the employee offer the option of a brief orientation to the room by pointing out a minimum of 3 unique/relevant features (e.g. location of safe if hidden, complex technical features, etc.)? (Rooming)

  Yes

  No

• 6. Did the employee offer a specific service before departing (e.g. pressing, coffee/tea, etc.)?

  Yes

  No

  N/A

• 7. In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?

  Yes

  No

  N/A

• 10. Porter does not decline a request without offering alternatives

  Yes

  No

  N/A

• 11. Guest name used during the experience, when known

  Yes

  No

  N/A

• 12. Further assistance offered to the guest

  Yes

  No

• 13. Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

EMOTIONAL INTELIGENCE

• A. Were employees well groomed and neatly presented in clean, well fitted uniforms, resulting in a positive first impression?

  Yes

  No

  N/A

• B. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

  Yes

  No

  N/A

• C. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  Yes

  No

  N/A

• D. Guest’s name used naturally and discreetly without overusing it?

  Yes

  No

  N/A

• E. Did the employee display a high level of confidence and is knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required

  Yes

  No

  N/A

• F. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? (Anticipation of Needs)

  Yes

  No

  N/A

• G. Did the employee adapt to a changing situation and/or guest’s need?

  Yes

  No

  N/A

• H. Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?

  Yes

  No

  N/A

• I. Did an employee personalize the interaction in any way and engage the guest as an individual? (Personalized Service)

  Yes

  No

  N/A

• J. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  Yes

  No

  N/A

• K. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  Yes

  No

  N/A

• L. Did employees maintain alert postures and respect the guest’s presence when interacting with each other?

  Yes

  No

  N/A

• M. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? (Complaints)

  Yes

  No

  N/A

• Yes

  No

  N/A