AUART - 2024 - Public Areas

* Telephone conversations are calm and clear

The guest is always asked permission before being placed on hold

No telephone hold is longer than 30 seconds without offering a call-back

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 and/or demonstrates anticipatory service when appropriate and helpful

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

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

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

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 does not decline any request without offering appropriate alternatives

* If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology

All services are handled without excessive delays

* Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point

* Staff uniforms are exceptional in design and style

* The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles

* When present, exterior landscaping and grounds are notable in their design, interest and/or execution

* The guest is comfortable when moving around the hotel or sitting in the lobby. There is sufficient privacy, space and comfortable seating

* If available, wireless Internet service provided in the public areas is strong and reliable

* The interior public areas are clean and in excellent condition

* The exterior public areas are clean and in excellent condition

* If hotel transportation is used, vehicles are clean and in excellent condition

There is a strong sense of security throughout the property

Efforts are made to reduce single-use plastic

Recycling options are readily available in public spaces

Property engages in obvious environmental and community-based conservation programs

If newspapers or magazines are offered, they are digital