18BC

Enter Attendant name(s)

Attendant assists with Business Center needs

Business services are provided in a timely manner

Employee owns and resolves guest's requests and opportunities immediately

Warm welcome/greeting provided

"Attendant provides a warm welcome (Three Steps of Service)"

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

Attendant uses appropriate verbiage and shows genuine concern

Employee does not decline a request without offering alternatives

Attendant is "On Stage"

Well-groomed and professional, wearing a uniform

Attendant takes pride in and care of personal appearance

Guest name used during the experience, when known

"Attendant anticipates need(s) (Three Steps of Service)"

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

"Attendant provides a fond farewell (Three Steps of Service)"

Attendant enhances emotional engagement (positive)

Attendant enhances emotional engagement (negative)

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

Business Center meets minimum hours of operation

Business Center provides office supplies

Business Center equipment/services meet standards

Business Center Cleanliness - Floor

Business Center Condition - Floor

Business Center Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

Business Center Condition - Walls, Doors, Ceiling, Windows/Treatments

Business Center Cleanliness - Furniture, Equipment, Décor Items

Business Center Condition - Furniture, Equipment, Décor Items