Arrival Experience

Staff politely acknowledges the guest when appropriate and reasonably possible

Staff is highly articulate and avoids slang and<br>excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and<br>appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging<br>expression

Staff exhibits a genuine sense of interest and concern<br>for the guest

Staff is thoughtful and intuitive, demonstrating<br>anticipatory service when appropriate and helpful

Staff performs the requirements of their department<br>knowledgeably and proficiently. Staff can capably<br>answer questions about the entire hotel or obtains<br>effective and prompt assistance

The guest's name is used naturally as a signal of<br>recognition

Staff closes interactions with polite, appropriate<br>remarks

All staff encountered are wearing professional, clean<br>and well-fitted uniforms

All staff encountered are extremely well-groomed while appropriately representing the property style

Staff maintains alert posture and behaves<br>professionally in view of the guest

Staff does not decline any request without offering<br>appropriate alternatives

Guests are greeted curbside within 30 seconds of arriving

If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

Luggage assistance is immediate at curbside and offered by the staff

The guest is escorted or directed to the appropriate registration area

Time from arriving at reception area until registration is complete does not exceed five minutes

Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room

All details of the reservation are accurate; departure date is confirmed during registration

The guest is escorted or directed to their room

Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it

25 Luggage is stored conveniently Guest Comfort & Convenience Service

Luggage arrives within 10 minutes of registration completion

Orientation to the hotel is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest

Orientation to the guest room is discreet, helpful and appropriate to the location, including only facilities or services that might otherwise be overlooked or are unique

If guest room is not ready beyond hotel's check-in<br>time, staff makes thoughtful suggestions to ensure<br>the guest's comfort while they wait, and an estimated<br>wait time is made known and honored within 15<br>minutes

Did the arrival process, staff or level of thoughtfulness<br>stand out in any way?

The service is handled without excessive delays or<br>interruptions

Was there any unnecessary interruptions in the experience?