2018 RC BSA - Bell Attendant Departure

Arrive at room within 5 minutes of time requested in pre-arranged

Arrive at room within 8 minutes of departure call if not pre-arranged

Announce their department when knocking

If quote from PBX is non-specific, pick-up must be within 5 minutes of call

PBX must inform the guest of a delay of greater than 5 minutes

Make immediate eye contact, smile and acknowledge you (interaction begins when guest looks through the peep hole)

Provides eye contact and smile throughout the warm welcome

Provide a proper greeting and/or salutation (e.g. Good morning)

Request permission to enter the room

Address guest by name during the interaction

Ask if you have all your belongings

Remind you to check safe

Offer to check closets/drawers for belongings

Escort you to the front desk or explain procedures for luggage retrieval or delivery to vehicle

Employee must offer a service/solution/opportunity to meet an anticipated need

If guest makes special request employee 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”

If guest makes a special request employee must: Offer alternatives that may help meet the need in another way

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”,

Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)

Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)

Mention own name at any time during encounter

If luggage is stored, guests should not have to identify it themselves.

Employees are expected to provide a service experience that positively influences emotional engagement