Arrival Service

Staff politely acknowledges the guest when appropriate and reasonably possible.

Staff is highly articulate and avoids slang and excessive use of phrase fragments.

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

Staff readily smiles and maintains an engaging expression.

Staff makes eye contact and keeps focus on the guest.

Staff exhibits a genuine sense of interest and concern for the guest.

Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.

A 'surprise and delight' moment, authentic to the property or location must be provided to each arriving guest (e.g. welcome beverage, scented towel, etc.)

Cross-departmental channels of communication among staff are consistent and complete.

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

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.

Staff closes interactions with polite, appropriate remarks.

All staff encountered are wearing clean and well-fitted uniforms.

Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.

Staff maintains alert posture and behaves professionally in view of the guest.

Staff does not decline any request without offering appropriate alternatives.

Guests are greeted curbside within 30 seconds of arriving. The guest must be greeted by and receive arrival services from their Personal Concierge

If the guest arrives before the guest room is available a realistic timeframe of when the room will be ready must be provided. That time must be honored within 15 minutes.

If the guest arrives before the guest room is available a preferred contact method is to be obtained

If the guest arrives before the guest room is available luggage storage is to be offered

If the guest arrives before the guest room is available, options on property and recommendations in the local area for the guest to enjoy while they wait are to be extended

If the guest arrives before the guest room is available, and it is not available until after the published arrival time, a complimentary beverage and/ or light refreshment must be provided

If the guest arrives before the guest room is available; Once it is ready the guest is to be contacted and the room keys are to be delivered to their location whenever possible. An offer to have the guest's luggage retrieved must be extended as well as an offer to escort them to the villa.

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

Luggage assistance is immediately offered curbside.

The luggage count must be verified with the guest before the vehicle is closed/ leaves for delivery

Guest's name is to be obtained from the luggage ticket/tag and used during the luggage service overview. The guest's name must be documented on the property luggage tag and a claim check must be presented

If a guest luggage is lost, an 'emergency kit' of amenities delivered to the guest room must be offered. Local retail options and assistance with transportation must be provided. Assistance with tracking the luggage or contacting the airline on the guest's behalf is to be offered.

The guest is escorted or directed to the appropriate registration area.

The property's main entrance area must be staffed from 5am to midnight at minimum

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

Special requests or reservations made in connection to the hotel booking 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 offered an escort to their room.

The guest must be engaged in a meaningful conversation to build a connection and learn about their reason for staying and preferences. At least 1 preference and/ or cue that enables the property to elevate the guest's experience must be obtained.

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.

Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space.

Luggage/ Items must be placed in accordance with the guest preference. If there is no guest preference, or the guest is not present at the time of delivery, luggage is to be placed as appropriate. Luggage is to be placed with handles/ zippers facing outward for ease of opening.

The removal of airline baggage tags is to be offered.

Luggage arrives within 10 minutes of registration completion.

Orientation to the hotel is helpful, consisting of relevant details and/or personalized information.

A brief Orientation of the guest room must be offered

Staff provides helpful information about the guest room that might otherwise be overlooked or confusing.

Staff customizes guest room orientation based on the type of guest and what seems important to them. At least 1 service such as Spa, fitness facilities, in villa dining, etc. is highlighted. Assistance with reservations must be offered.

Staff considers the following throughout the room Orientation: lighting and environmental controls, instructions for reaching guest services, instructions for connecting to the internet, special or unique room features, explain laundry, buggy services, and shoeshine services. Offer to assist with sending any items out for cleaning.

Explain how ice may be obtained throughout the stay

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

The service is handled without excessive delays or interruptions.