Arrival Experience

Information

• GSR Name

• Bell Staff Name

• Conducted on

  Date

• Conducted by:

  Select Linda Faridi Rachael Grabeic Spencer Theriot Gavin Rowley Pam Duffy Peer Review

  • Linda Faridi
  • Rachael Grabeic
  • Spencer Theriot
  • Gavin Rowley
  • Pam Duffy
  • Peer Review

Shift

• Days

• Swing

• Grave

Service Principles

• Was the guest greeted curbside within 30 seconds of arriving?

  Yes

  No

  N/A

• Was the guest greeted with a smile and eye contact?

  Yes

  No

  N/A

• 5/10 Rule Observed?

  Yes

  No

  N/A

• Was this done by all staff encountered?

  Yes

  No

  N/A

• Did the bell/valet staff offer luggage assistance?

  Yes

  No

  N/A

• If accepted, did the luggage arrive at the room within ten minutes?

  Yes

  No

  N/A

• Was this process secure and seamless; requiring no prompt from the guest after the luggage was collected?

  Yes

  No

  N/A

• Did the bell/valet staff direct the guest to the registration area?

  Yes

  No

  N/A

• Was the guest greeted appropriately by the front desk staff? ("Hello, Welcome to The Delamar! How may we be of service?")

  Yes

  No

  N/A

• With a smile and eye contact?

  Yes

  No

  N/A

• 5/10 Rule Observed?

  Yes

  No

  N/A

• Did the GSR ask about quality of experience? ("How were your travels in?")

  Yes

  No

  N/A

• Was the guest offered a bottle of water?

  Yes

  No

  N/A

• Was the guest offered a glass of prosecco? (Fri. & Sat.)

  Yes

  No

  N/A

• Did the GSR ask an anticipatory question? ("What brings you to Greenwich?")

  Yes

  No

  N/A

• Were all details of the reservation accurate and the departure date confirmed during registration?

  Yes

  No

  N/A

• Were all special requests and bookings confirmed during registration?

  Yes

  No

  N/A

• Was this done in-room?

  Yes

  No

  N/A

• Did the GSR offer directions to:

  Select Spa Dining Elevators

  • Spa
  • Dining
  • Elevators

• Was the guest escorted to their room?

  Yes

  No

  N/A

• Did the GSR offer the guest directions to their room?

  Yes

  No

  N/A

• Was the guest thanked and offered a departing remark? (Thank you for staying with us. Please let us know if there is anything else we can do to make your stay special!)

  Yes

  No

  N/A

• Was then guest addressed by name during the interaction?

  Yes

  No

  N/A

• At least 3x?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• If a problem was presented, did the clerk offer an apology and provide a solution?

  Yes

  No

  N/A

• How did it take for the guest to arrive at reception and then end registration? (5 Min. Target)

• Why did this occur?

Service Recovery

• Was the LEARN Model used for the recovery?

  Select Listen Empathize Apoligize Respond Notify

  • Listen
  • Empathize
  • Apoligize
  • Respond
  • Notify

• Please comment on problem posed:<br>

  N/A

  Comment

• Please comment on the staffs members response / resolution:

  N/A

  Comment

Tone, Body Language, and Guest Sentiment

• Warm tone, friendly and sincere? Did the clerk seem genuine?

  Yes

  No

  N/A

• Did the clerk make the guest feel welcome, important and valued? Personalized?

  Yes

  No

  N/A

Operational Spot Check

• Were all the guest's preferences on their profile and reservation details confirmed accurate before arrival?

  Yes

  No

  N/A

• Why was this not confirmed?

• Was the guest offered a calendar of our experiences and assistance booking them?

  Yes

  No

  N/A

• Why was this not offered?

• Was the guest's time of arrival determined?

  Yes

  No

  N/A

• Why was this not determined?

Additional Comments

• undefined

Clerk Signature

• Please Sign

  Sign