Page 1: Initial questions
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Date
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Prepared by
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Location
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Associate
Page 2: Main checklist
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The associate paused and engaged when guests are present
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Warm welcome/greeting provided
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Good posture, smile, eye contact, and attentive listening maintained<br>throughout the interaction
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Well-groomed and professional, wearing a uniform
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Elevator Etiquette meets standard <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
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Bell staff provides an orientation of hotel's services and facilities during escort: <br>Bell staff must describe at least one property facility/service, based on what would be of interest to that guest
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Luggage is delivered in a timely fashion<br>- Deliver luggage within 15 minutes of check-in
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Bell staff places guest's luggage properly<br>- Place the largest piece of luggage on the luggage rack<br>- Hang garments in wardrobe
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Bell staff explains/demonstrates at least 3 features of guestroom <br>- Additional feature specific to the hotel or guest (based on anticipated need or preference)
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When providing directions, the associate gestured with an outstretched arm and upturned, open palm
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The associate exhibited "Hop to It" behavior, responding to the guest's cues for pace of service
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Bell Staff owns and resolves guest's requests and opportunities immediately<br>LEARN
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Bell staff uses appropriate verbiage and shows genuine care and interest
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Bell staff is knowledgeable and confident
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Items handed to the guest were presented by the associate with two hands, when possible
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Bell staff delivered personalized service during interaction
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Bell staff thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
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Guest name used during the experience, when known
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Further assistance offered to the guest
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Warm and sincere closing offered and appreciation demonstrated
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Rate Emotional Engagement with interaction
