Bell Arrival E Rome

Warm welcome/greeting provided

Good posture, smile, eye contact, and attentive listening maintained throughout the <br>interaction

Well-groomed and professional, wearing a uniform

Bell Staff meets Grooming and Appearance standards<br>Mark N/A if you find any of the following:<br>• Employee not present<br>• Cultural or national costume must be worn on certain dates Employee must minimally meet grooming and appearance standards:<br>• Hair:<br>o Clean and neat<br>• Jewelry: <br>o Bracelet/watch - maximum 1 of either per arm <br>▪ Jewelry worn to raise awareness of a specific cause is not permitted<br>▪ Anklets or ankle bracelets are not acceptable<br>o Decorative pins not included in uniform program are not acceptable<br>▪ Concierge Golden Key Pin is acceptable<br>• Shoes<br>o Clean, polished and in good repair<br>

Elevator Etiquette <br>Bell staff must minimally:<br>• Allow guest to enter/exit elevator first, if applicable<br>• Inform guests of where to go after exiting elevator, if applicable<br>Mark No if any of the above is not met

Bell staff provides an orientation of hotel's services and facilities during escort<br>Bell staff must describe at least two property facilities/services, based on what would be of interest to <br>that guest, e.g., do not describe the Spa to a business traveler that is there for only one night:<br>• Lobby Concierge<br>• Lounge/Bar<br>• Fitness Center<br>• Spa (if applicable)<br>• Club/Executive Lounge (if applicable)<br>• Food and beverage outlets/type of cuisine served<br>• Unique feature or service offered by the hotel, (e.g., Scenography event (RC), co-located mall)<br>• For repeat guests, it is acceptable to describe recent promotions, menu changes, events, etc.<br>Description of property and facilities must be conversational, brief and helpful instead of the above list <br> It is acceptable for persons other than bell staff to escort guests to their rooms<br>Interact with Bell staff and Mark No if you encounter any of the following:<br>• Conversational manner not used<br>• Escort to room not provided<br>• Minimum of 2 property facilities/services not described<br>

Luggage is delivered in a timely fashion<br>Bell staff must minimally:<br>• Deliver luggage within 15 minutes of check-in, whether escort is provided or not <br>o If hotel has guest houses or villas, it is acceptable if delivery takes 20 minutes<br>Interact with Bell staff and Mark No if you encounter any of the following:<br>• Luggage not delivered within 15 minutes

Bell staff places guest's luggage properly<br>Bell staff must:<br>• Ask if they may enter the room if they did not escort the guest to the room<br>• Ask/offer suggestion to guest about luggage/personal effects placement, prior to placing <br>luggage<br>• If guest has no preference, place the luggage/personal effects as follows: <br>o Hang the garment bag (if applicable)<br>o Place luggage on the rack<br>It is acceptable for persons other than bell staff to deliver luggage<br>Interact with Bell staff and Mark No if required items above not offered/completed

ell staff places guest's other belongings properly<br>Mark N/A if guest does not have computer bag, vanity bag, or jacket<br>Unless the guest expresses a different preference, employee must:<br>• Place briefcase/computer bag near the desk<br>• Place vanity/make-up bag in the bathroom (if applicable)<br>• Offer to hang coat/jacket in the closet<br>It is acceptable for persons other than bell staff to deliver luggage<br>Interact with employee and Mark No if you encounter any of the following:<br>• Employee not present<br>• Required items above not offered/completed<br>

Bell staff explains/demonstrates at least 3 features of guestroom<br>Bell staff must offer explanation/description of room features and products when luggage is delivered<br>Bell staff must offer a tour of the room and, if accepted, minimally explain/demonstrate 3 <br>features/services in the room that might otherwise be overlooked, such as:<br>• Lights (required to be reviewed)<br>• Drapery - electronic open/closing (required to be reviewed, if applicable)<br>• Coffee machine<br>• In-room safe<br>• Location of Emergency procedures<br>• Entertainment platform<br>• In room audio<br>• Thermostat controls<br>• Bathroom technology (e.g., in mirror TVs) (if applicable)<br>• Bed-side technology panel (if applicable)<br>• Additional feature specific to the hotel or guest (based on anticipated need or preference)<br>Lighting/Drapes Control panel must be included in the 3 features and must be reviewed with the guest, if <br>allowed<br>Explanations must be discreet, brief, and helpful<br>It is acceptable for persons other than bell staff to deliver luggage<br>Interact with Bell staff and Mark No if you find any of the following:<br>• Tour not offered<br>• Minimum 3 products and features not explained/described<br>• Explanation not discreet, brief or helpful<br>

Bell staff confirms guest's satisfaction and comfort with guestroom<br>Bell staff must minimally:<br>• Ask about guest satisfaction (e.g., ...is everything to your liking?)<br>• Offer to provide information on how to connect guest’s wireless device to wi-fi (e.g., enter your <br>room number and last name in the login screen)<br>It is acceptable for persons other than bell staff to deliver luggage<br>Interact with Bell staff and Mark No if required items above not offered/completed

Be nice! Use your hearts, minds and smiles to delight our guests<br>Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each <br>interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel <br>welcomed/comfortable<br>Mark No if employee did not delight during interaction

Own your guests: You are empowered to resolve guest issues <br> Employee must minimally own your guests and take steps to resolve guest issues, including requests<br>• Must take personal responsibility for our guests’ happiness, safety and well-being

Bell staff - Appropriate verbiage used and genuine care and interest shown Bell staff must:<br>• Always use proper vocabulary with genuine delivery <br>o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy <br>to", “Absolutely”, “Right away”<br>o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, <br>“habibi”, “OMG”)<br>• Engage in warm conversation to show genuine concern and interest in the guest<br>Interact with Attendant and Mark No if you encounter or observe any of the above

Take personal responsibility to be an expert in your job, hotel and community<br>Mark N/A if interaction did not allow question<br>Front Desk Agent takes personal responsibility to be an expert in your job, hotel and community<br>Ask Front Desk Agent a general, position/interaction appropriate question during the interaction and Mark <br>No if they are unable to answer

Bell staff delivered personalized service during interaction<br>Mark N/A if opportunity for delivery of personalized service during interaction not available<br>Bell staff must deliver personalized service during interaction, using something the associate learned about <br>the guest<br>Mark No if personalized service not delivered during interaction

Bell staff thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful<br>Bell staff must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful<br>Examples of acceptable anticipatory actions include:<br>• Offering to make a reservation at one of the outlets described during the orientation<br>• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner<br>• Offering to bring a brochure for a local attraction discussed during the escort<br>It is acceptable if Bell staff does not anticipate the "set-up" need or provide any of the examples above, as <br>long as any need is anticipated during interaction

Bell staff provides a professional persona<br>Bell staff must:<br>• Only engage in work-related conversation with other associates when guests present <br>o Includes cell phone and radio conversations<br>o Earpiece must be used for all radio conversations<br>• Offer an escort as well as directions if a location that the guest asked about is not in visible sight

Proactive additional assistance offered to the guest<br>Proactive additional assistance must be offered to the guest with each interaction, examples include:<br>• May I assist you with anything else?<br>• Is there anything else I may do to ensure you have a pleasant stay?<br>• Is there anything else I can get for you to help enjoy your meal?

Warm and sincere closing offered and appreciation demonstrated

The overall experience met guest expectations and was free of negative detractors

Rate Emotional Engagement with interaction<br>Mark N/A if interaction not completed <br> Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, <br>Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, <br>Stressed, Frustrated<br>