2018 W BSA - Welcome Desk

• Conducted on

  Date

• Prepared by

• Location
  Address

• If standing in a queue, the guest was acknowledged in a timely manner

  Yes

  No

  N/A

• Warm Welcome/Greeting provided (16 points!)

  Yes

  No

  N/A

• Guest name used during the experience (16 points!)

  Yes

  No

  N/A

• Talent maintains good posture, smile, eye contact, and attentive listening throughout interaction

  Yes

  No

  N/A

• Talent is well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• W pin is worn and meets standard

  Yes

  No

  N/A

• Check-in collateral (pens, keys, key-packets) meet standard

  Yes

  No

  N/A

Check-in

• Talent verified departure date

  Yes

  No

  N/A

• Confirmed room type

  Yes

  No

  N/A

• Confirmed method of payment

  Yes

  No

  N/A

• Registration is paperless; it is acceptable to have guest sign acknowledgement of Resort Fee

  Yes

  No

  N/A

• Room number is provided discreetly, non-verbally

  Yes

  No

  N/A

• Length of Check-in experience did not exceed 5 minutes if a City hotel, 10 minutes if Resort

  Yes

  No

  N/A

• Delays at Check-in were not excessive; must be directed to room within 10 minutes of any advised delay

  Yes

  No

  N/A

• Welcome Agent owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Welcome Agent does not decline a request without offering alternatives

  Yes

  No

  N/A

• Anticipatory phrase was used (Further Assistance offered)

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

Loyalty Recognition upon Check-in

• Verbal acknowledgement of loyalty

  Yes

  No

  N/A

• Gold Elite, Platinum Elite, and Platinum Premier Elite guests offered room upgrade (term 'upgrade' must be used in conversation, however, may include upgraded room type or room elements)

  Yes

  No

  N/A

• Platinum Elite and Platinum Premier Elite guests check-out time confirmed (4PM guaranteed)

  Yes

  No

  N/A

Green Choice Program for stays of 2+ nights

• Talent offers "Make a Green Choice" during check-in if not opted in at reservation; participation is acknowledged if opted in at reservation

  Yes

  No

  N/A

Room Key Presentation

• Talent asks the number of room keys required

  Yes

  No

  N/A

• Talent steps around desk to place key packet and other registration materials in guest's hand, where design allows and if no other guests are waiting

  Yes

  No

  N/A

Luggage Assistance

• Talent verifies luggage assistance if bellman is with guest

  Yes

  No

  N/A

• Offers luggage assistance and arrange if needed, if escort is not already with guest

  Yes

  No

  N/A

Overall Experience

• Welcome Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Engages in warm conversation

  Yes

  No

  N/A

• Talent only engaged in work-related conversations with other Talent when guest is present // earpiece used in all radio conversations

  Yes

  No

  N/A

• Overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Rate emotional engagement with interaction (4 point scale)

  Yes

  No

  N/A

Welcome Beverage setup

• Minimally served from 5 PM to 8 PM daily

  Yes

  No

  N/A

• If it is a cold beverage, must include fresh fruit

  Yes

  No

  N/A

• Has a small botanical next to beverage

  Yes

  No

  N/A

• Waste basket beside or beneath display

  Yes

  No

  N/A

• W Branded napkins available

  Yes

  No

  N/A

• If it is a hot beverage, stirrers are available

  Yes

  No

  N/A

• Cups: small paper with handle for hot beverages // clear plastic cups for cold beverages

  Yes

  No

  N/A