Title Page
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Conducted on
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Prepared by
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Location
Pre-Arrival Communication
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Pre-Arrival Email must minimally be received at least 3 days prior to arrival date (for reservations made at least 7 days in advance)
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address the guest by name
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be accurate with regard to:
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o reservation details
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o grammar
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o spelling
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offer assistance in arranging reservations, activities or special needs prior to the guest's arrival
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offer an online means of contact for the offered services through at least one of the following:
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o reply email
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o link for electronic reply
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o virtual concierge link
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Employee must respond to an inquiry generated from the pre-arrival email within 24 hours
Arrival Escort: Orientation of hotel's services and facilities
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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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· Lobby Concierge
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· Lounge/Bar
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· Fitness Center
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· Spa (if applicable)
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· Club/Executive Lounge (if applicable)
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· Food and beverage outlets/type of cuisine served
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· Unique feature or service offered by the hotel, e.g. Scenography event, co-located mall
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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
