The Connector followed the 15-5 rule and was always on stage
At 15 feet, make eye contact and smile
At 5 feet, maintain eye contact
Greet the guest with a warm greeting (e.g. Good Morning/Evening)
Be on Stage
Mark NEEDS IMPROVEMENT if any of the above criteria is not met
The Connector provided a warm and genuine welcome, indigenous, where applicable
Warm and Genuine includes eye contact and a smile.
Welcome the guest to the hotel and ask "How may I be of service?' "Have you experienced our European Breakfast before?"
The Connector explained the Breakfast Offerings including the cost and menu etc. prior to the guest partaking in breakfast.
Explain about our "European Inspired" breakfast offerings. Walk with them through the food display and explain the highlights, especially the tarts and prosciutto. Explain the cost near the closing after demonstrating the value. If the guest is an Elite member and thought that the breakfast was included, explain that it is not HOWEVER we would like them to be our guest today because we truly valued our Elite members.
the Connector was knowledgeable about menu and offerings
Where is out Prosciutto from? What can you tell us about the croissants, preserves? Who makes our coffee? What kind of juices do we offer?
The Connector anticipated the guest needs or delighted the guest during the experience
At least once during the process, an Connector must anticipate or delight the guest,
ie refill coffee, bring additional items to table, offer to-go cups.
Anticipate guests needs, examples include:
Offer to take trash from guests hand
Offer an umbrella if it is raining
Offer to store luggage or get them a newspaper
Offer to assist with directions or recommend places for dinner
Mark NO if the Connector does not anticipate or delight the guest
The connector used the guest's name during the interaction.
The Connector prompted the guest to explore something new
The Connector prompted exploration by initiating conversation during the process and providing micro-local recommendations
Offering Local Explorer Guide with corresponding explanation of insider tips
Weekly correspondence that may include 5 day forecast, hot spot of the week, favorite new restaurant, concerts etc.
Pointing out unique spots while providing directions to needed destinations
Share interesting facts about hotel/location
Mark NO if guest was not provoked to discover something new
The Connector was able to effectively engage with multiple guests when appropriate.
Beverage and Food delivered timely?
The Connector was able to promote Food Sales
The Connector AC Image met standard
The Connector must minimally demonstrate AC Image:
Attire is clean, well maintained, and appropriate fitted to body type (not too tight or baggy)
Approved Uniform for the Front Office
Name tag is present
Attire must match the color palette presented in the Uniform Style Guide
Grooming (i.e., hair, makeup, fingernails, facial hair, etc.) appears well maintained
Speaks clearly and politely to guests using appropriate tone and volume
Conveys confidence or enthusiasm when speaking
Uses correct non-verbal behaviors (e.g., nods head, maintains eye contact) to communicate understanding
Refrains from pointing, slouching, making "thumbs up" gestures, shrugging
Reactively asks clarifying questions to understand guests needs and customize the experience
Mark NO if any of the above criteria is not met
Doors open and inviting?
Table and chairs neat and clean?
Placemats and silverware in place?
Floors, walls and ceilings clean and good condition?
Was lighting appropriate for the time of day?
Was music levels appropriate for the time of day?
Was style present in placement of carafes, glasses, salt & pepper, coffee supplies etc?
Hostess stand clean and orderly?
Berkel Slicer present, clean and in use?
Starbucks iced and hot coffee available?
Juice and milk selection?
Beverage and food replenished timely?
Breakfast Offerings looked fresh, plentiful and good presentation?
Were all items available and labeled where needed?
The Island is clean and organized?
The Connector inquired about why the guest was visiting? ie business, leisure, convention, group
The Connector was able to gain information to funnel to the Sales team.
The Connector provided a warm/sincere closing, demonstrating appreciation
The Connector must:
Offer sincere closing
Demonstrate appreciation (e.g., "Thank You", offering further assistance)
Give the guest their name and advise them there is someone available 24 hours if they should need anything to dial "0" for assistance.
Mark NO if any of the above criteria is not met
The connector executed payment components as appropriate
The connector offered further assistance?
The guest felt a genuine sense of welcome
The Connector was sincere during the interaction and made the guest feel welcome
Mark NO if the guest did not receive a genuine sense of welcome
Mark NO if there was any element that did not meet expectations:
Facility (e.g. china/glass/silver, tray/table)
Product (e.g. condiment presentation, beverage/food items)
Service (e.g. greeting, engagement, closing)
The overall experience met guest expectations and was free of negative detractors
prep kitchen clean and organized?
All food is dated?
Floors, ceilings, walls clean and in good condition? Even behind and under equipment?
All checklists up to date?
Sanitization strips available?
Dish room clean?