17CON

Enter Lobby Concierge name(s)

Lobby Concierge is responsive and knowledgeable

Concierge promotes hotel’s outlets first

Concierge provides reservation services

Concierge provides printed materials to help guests make decisions

Confirmation meets standards

Maps and printed directions meets standards

Concierge service is provided promptly

Concierge owns and resolves guest's requests and opportunities immediately

Warm welcome/greeting provided

Lobby Concierge provides a warm welcome (Three Steps of Service)

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

Concierge uses appropriate verbiage and shows genuine concern

Concierge does not decline a request without offering alternatives

Lobby Concierge is "On Stage"

Well-groomed and professional, wearing a uniform

Lobby Concierge takes pride in and care of personal appearance

Guest name used during the experience, when known

Lobby Concierge anticipates need(s) (Three Steps of Service)

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

"Lobby Concierge provides a fond farewell (Three Steps of Service)"

Lobby Concierge enhances emotional engagement (positive)

Lobby Concierge enhances emotional engagement (negative)

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