Audit
Acknowledge cars in queue 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)
o If the guest is arriving in a cab, allow them to finish their transaction with the driver before opening the door.
Make immediate eye contact, smile and acknowledge guests
Extend a warm greeting and welcome to the hotel with an appropriate situational greeting (“Good morning, Aloha, welcome to the city)
Provide eye contact and smile throughout the warm welcome
Determine reason for being at hotel after welcoming guest. (“Are you checking in?”, “Are you joining us for dinner this evening?”, “How may I assist you?”)
Either ask for name or get it from the luggage tag and use it throughout the interaction
Provide you with a valet ticket (if arriving by self-driven car)
Inform you of the car retrieval process (if arriving by self-driven car)
Inform the guest of the charge if not printed on the valet ticket
Offer luggage assistance
Ask/confirm all luggage and personal items (e.g. phone, computer, purse) has been removed from vehicle
o Visual confirmation is acceptable (e.g. looking in back seat/trunk)
Provide a luggage ticket if luggage does not accompany guest into hotel (RC)
o Explain luggage delivery process if luggage does not accompany
Employee must offer a service/solution/opportunity to meet an anticipated need
If guest makes a 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
Provide an escort to the Front Desk or introduce you to another employee to do so
Open hotel entrance door
Introduce guest to the Front Desk staff, if Front Desk staff has not already greeted guest by name
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
Earpieces must be used for all radio communication.
Employees are expected to provide a service experience that positively influences emotional engagement
