29FOCO

Enter Front Desk Agent name(s)

Check-out experience meets standard

Check-out service is provided in a timely manner

Front Desk Agent offers transportation assistance

Front Desk Agent asks about Rewards membership

Front Desk Agent offers to e-mail folio to guest

Front Desk Agent facilitates luggage assistance and escort to the exit

Front Desk Agent owns and resolves guest's requests and opportunities immediately

Warm welcome/greeting provided

Front Desk Agent provides a warm welcome (Three Steps of Service)

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

Front Desk Agent uses appropriate verbiage shows genuine concern

Front Desk Agent does not decline a request without offering alternatives

Front Desk Agent is "On Stage"

Well-groomed and professional, wearing a uniform

Front Desk Agent takes pride in and care of personal appearance

Guest name used during the experience, when known

Front Desk/Club Concierge employee anticipates need(s) (Three Steps of Service)

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

Front Desk Agent provides a fond farewell (Three Steps of Service)

Front Desk Agent enhances emotional engagement (positive)

Front Desk Agent enhances emotional engagement (negative)

The overall experience met guest expectations and was free of negative detractors