AAA with Brand Standard for Club Concierge Services -

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

AAA Arrival Services Front Desk Registration: Total Attainable Points (28) Minimum points for 5D = 20.

Initial Greeting. 8 points

• Attendant provides a warm and sincere greeting; recognizes guest appropriately 1

  Yes

  No

  N/A

• Attendant inquires about guest's name 1

  Yes

  No

  N/A

• Attendant addresses guest by name during initial greeting without inquiry 2

  Yes

  No

  N/A

• Attendant uses guest's name at least once prior to closing 2

  Yes

  No

  N/A

• Staff associate acknowledges (with warm and welcoming greeting) guests waiting in line 2

  Yes

  No

  N/A

Work execution and efficiency Registration 8 points

• Attendant confirms rate and type of room 1

  Yes

  No

  N/A

• Registered guests are not asked for duplicate information 1

  Yes

  No

  N/A

• Ask if charges will be settled to the credit card on file BS

  Yes

  No

  N/A

• Inquire about newspaper preference (in addition to USA Today and WSJ) Accept offer of additional newspaper, if provided BS

  Yes

  No

  N/A

• Offer/ask to enter an e-mail address in system for e-folio BS

  Yes

  No

  N/A

• Attendant provides room number discreetly 1

  Yes

  No

  N/A

• Attendant places all registration materials into the guest's hand 2

  Yes

  No

  N/A

• It is acceptable to reference Marriott Rewards Program when asking this question BS

  Yes

  No

  N/A

• Explain how to use electronic key to access Club Level BS

  Yes

  No

  N/A

• Explain food and beverage presentations BS

  Yes

  No

  N/A

• Provide Club's hours of operation BS

  Yes

  No

  N/A

• Attendant arranges escort of guest and belongings to room 1

  Yes

  No

  N/A

• Attendant provides introduction to escort 2

  Yes

  No

  N/A

• Time from arriving at Reception area until registration is complete does not exceed 5 minutes. Including queuing. BS

  Yes

  No

  N/A

Graciousness, thoughtfulness & sense of personalized service 6 Points

• Attendant exhibits a sincere desire and compliance to all guest requests 2

  Yes

  No

  N/A

• Attendant anticipates guest's needs or offers a personalized recommendation 2

  Yes

  No

  N/A

• Attendant is efficient yet unhurried and sensitive to the manner of the guest 2

  Yes

  No

  N/A

• Club Attendant must. Offer a welcome beverage upon arrival to the lounge, clear tables in a timely manner. Be knowledgable of hotel and area attractions BS

  Yes

  No

  N/A

Closing 4 points

• Attendant provides a warm and sincere closing 1

  Yes

  No

  N/A

• Attendant addresses guest by name during closing 2

  Yes

  No

  N/A

• Mention your own name at any point during encounter BS

  Yes

  No

  N/A

• The guest feels well served 1

  Yes

  No

  N/A

Refinement / Sense of Luxury 2 points

• Staff is extremely well spoken eloquent; avoids slang and phrase fragments.

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate e pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest.

  Yes

  No

  N/A

• Staff appears to be extremely well informed about requirements within the department

  Yes

  No

  N/A

• Club Concierge enhances emotional engagement by using Confidence,Integrity,Pride, PassionBS

  Yes

  No

  N/A

• Degree of Competency, Hospitality & Refinement + / - 1 or 2 pts.

• FEED BACK

• Fabrizio Calvo

  Sign