AUART - 2024 - Guest Service

* Telephone conversation is calm and clear

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

*When appropriate, staff asks guiding questions to ascertain the guest's preferences

* Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates 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 a polite, appropriate remark

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 responds to or confirms in-house requests within two hours

Staff responds to or confirms pre-arrival requests within 24 hours

Staff exhibits local expertise by providing thorough detail and first-hand knowledge

When appropriate, staff effectively provides directions and transportation options

* Property offers high quality and curated experiences, itineraries or activities

All non-digital collateral is professionally presented

* Staff does not decline any request without offering appropriate alternatives

The service is handled without excessive delays or interruptions