2018 W BSA - Wheels/Welcome

• Conducted on

  Date

• Prepared by

• Location
  Address

• W Brand flag flown (must be in correct order if so; always after Host Country Flag)

  Yes

  No

  N/A

Valet Parking/Door Attendant assists with arriving guests at curbside

• Acknowledge cars in queue within 60 seconds and direct them as appropriate upon arrival

  Yes

  No

  N/A

• Open the vehicle doors (ladies first); allow guest to complete transaction with driver if necessary before opening door

  Yes

  No

  N/A

Welcome Interaction

• Warm Welcome/Greeting provided (16 points!)

  Yes

  No

  N/A

• Guest name used during experience, when known

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the 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

Parking Options (if applicable)

• Valet Parking/Door Attendant informs guests of all parking options if valet parking is not required

  Yes

  No

  N/A

• Provides guest with a valet ticket and informs guest of the car retrieval process

  Yes

  No

  N/A

Luggage Assistance

• Valet Parking/Door Attendant must offer luggage assistance

  Yes

  No

  N/A

• Talent asks/confirms all luggage and personal items have been removed from vehicle (visual confirmation is acceptable)

  Yes

  No

  N/A

Escort and Introduction to Welcome Desk

• Talent provides an escort to the Welcome Desk

  Yes

  No

  N/A

• Open hotel entrance door (if revolving door not present); it is not acceptable for guest to open any hotel entrance door themselves

  Yes

  No

  N/A

• Introduces guest to Welcome Staff if staff has not already greeted guest by name; it is acceptable not to stay for introduction if there is a line and the guest has declined luggage assistance

  Yes

  No

  N/A

Appropriate verbiage and Genuine Concern

• Use of appropriate language with genuine delivery throughout the interaction

  Yes

  No

  N/A

• Engage in warm conversation to show genuine concern and interest in the guest

  Yes

  No

  N/A

Requests & Closing Interaction

• If guest makes a special request Valet Parking/Door Attendant must not just say "no" but offer alternatives that may help in meeting the need

  Yes

  No

  N/A

• Guest was asked if any further assistance was needed

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Emotional Engagement with interaction rated on 4 point scale

  Yes

  No

  N/A