2018 LC BSA - Front Drive Arrival

Valet Parking/Door Attendant was present and acknowledges arriving guests

Valet Parking/Door Attendant must be present

Acknowledges guests with gestures and facial expressions

Valet Parking/Door Attendant assists with arriving guests at curbside

Acknowledge cars in queue within 60 seconds and direct them as appropriate upon arrival (e.g. gesture to the driver, wave driver to the correct area)

Open the vehicle doors (ladies first)

If guest is arriving by taxi, allow guest to complete transaction with driver before opening door

Valet Parking/Door Attendant informs guests of parking options

Valet Parking/Door Attendant must inform guests of all parking options if valet parking is not required

Inform guests of all parking options if valet parking is not required

Inform guest of the car retrieval process

Valet Parking/Door Attendant assists with luggage

Valet Parking/Door Attendant must Offer luggage assistance

Ask/confirm all luggage and personal items (e.g. phone, computer, purse) have been removed from vehicle - Visual confirmation is acceptable (e.g. looking in back seat/trunk)

Vehicle and luggage claim checks meet brand identity

Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

Valet Parking/Door Attendant must open hotel entrance door

Warm welcome/greeting provided

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

Valet Parking/Door Attendant uses appropriate verbiage and shows genuine concern

Attendant must use appropriate verbiage with genuine delivery

Engage in warm conversation to show genuine concern and interest in the guest

Valet Parking/Door Attendant does not decline a request without offering alternatives

If guest makes a special request Valet Parking/Door Attendant must not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”

Offer alternatives that may help meet the need in another way

Well-groomed and professional, wearing a uniform

Guest name used during the experience, when known

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

Valet Parking/Door Attendant is knowledgeable and confident

Valet Parking/Door Attendant delivered personalized service during interaction

Valet Parking/Door Attendant thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

Valet Parking/Door Attendant must be thoughtful

Valet Parking/Door Attendant must be intuitive

Valet Parking/Door Attendant must demonstrate anticipatory service when appropriate and helpful

Valet Parking/Door Attendant provides a professional persona

Valet Parking/Door Attendant must only engage in work-related conversation with other associates when guests present

Earpiece must be used for all radio conversations

Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Service was collaborated seamlessly among departments, ensuring services/assistance was professional

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

Rate Emotional Engagement with interaction