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.

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

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 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 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

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 arrives within 10 minutes of registration completion

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

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

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

Efforts are made to reduce paper during the arrival service

An appropriate number of key cards is offered upon arrival