Title Page
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Conducted on
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Prepared by
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Location
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Arrive to guest room within 20 minutes of call
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Rectify problem within 10 minutes or provide time estimate for resolution
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Announce their department when knocking
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Provide a proper greeting and/or salutation (e.g. Good afternoon, Mr. Smith)
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Make immediate eye contact, smile, and acknowledge guest (guest will see you through the peephole)
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Provide eye contact and smile throughout the warm welcome
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Request permission to enter the room, if applicable
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If the call was for a defect, rectify problem (e.g. repair plumbing issue, bring batteries for remote control)
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Listen actively for all needed facts and for the feelings of the guest.
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Empathize - Express empathy (e.g. “Thank you for your patience while I take care of this for you.”)
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Apologize and assume ownership (“I sincerely apologize for the inconvenience”)
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Resolve the problem and also provide an extra touch that goes beyond mere resolution
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Notify the guest to confirm their satisfaction and record the problem in Mystique
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Employee must offer a service/solution/opportunity to meet an anticipated need
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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”,
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Demonstrate appreciation (e.g. “Thank you,” “We appreciate you staying,” “It was a pleasure”)
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Provide a warm & sincere closing (e.g. “Enjoy your stay,” “Enjoy your afternoon”, “have a pleasant evening/afternoon”)
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Mention own name at any time during encounter
