Title Page
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Conducted on
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Prepared by
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Location
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Employee must describe at least two property facilities/services, based on what would be of interest to that guest, e.g. do not describe the Spa to a business traveler that is there for only one night:
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For repeat guests, it is acceptable to describe recent promotions, menu changes, events, etc. instead of above list
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Description of property and facilities must be conversational, brief and helpful
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Allow guest to enter/exit elevator first, if applicable
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Inform guests of where to go after exiting elevator, if applicable
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Indicate closest Emergency Exit
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Open the guest room door, enter the room and hold door for guest
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If luggage is delivered without an escort it must be delivered within 10 minutes of registration completion
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Knock three times and announce your department with a smile in your voice (e.g. Good afternoon Guest Services)
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Make immediate eye contact, smile and acknowledge guest
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Extend an appropriate situational warm greeting and welcomes you to the hotel or back to hotel
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Provide eye contact and smile throughout the warm welcome
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Use guest name
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Ask if they may enter the room
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Use door stop to hold the door open
Luggage Placement
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Ask guest about luggage/personal effects placement, prior to placing luggage
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If guest has no preference, place the luggage/personal effects as follows:
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o Hang the garment bag (if applicable)
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o Place briefcase/computer bag near the desk
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o Place luggage on the rack
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o Place vanity/make-up bag in the bathroom (if applicable)
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Offer to hang coat/jacket in the closet
Guest Room Orientation
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Bell staff must offer explanation/description of room features and products when luggage is delivered
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Employee must offer a tour of the room and, if accepted, minimally explain/demonstrate 3 features/services in the room that might otherwise be overlooked
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Explanation must be discrete, brief and helpful.
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Ask about guest satisfaction (e.g. ...is everything to your liking?)
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Offer to provide information on how to connect guest’s wireless device to wi-fi (e.g. enter your room number and last name in the login screen)
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Offer to retrieve ice
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Offer complimentary pressing (Club level only)
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If guest makes a special request: Not just say “No” but use a polite denial, e.g. “I am afraid that we are unable to do that at this time”
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If guest makes a special request: Offer alternatives that may help meet the need in another way
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Offer further assistance to the guest (“Is there anything else I may assist you with?”, “Please let us know if there’s anything we can do to make your stay more enjoyable”,
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
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Employees are expected to provide a service experience that positively influences emotional engagement
