Bell Arrival Phase

Provide a warm and sincere greeting making eye contact and using guest name, introduce yourself, welcome guest to or back to hotel, smiling throughout. Use THREE STEPS OF SERVICE<br>

Good posture, smile, eye contact, and attentive listening maintained through interaction

All staff encountered are wearing professional, clean and well-fitted uniforms<br>All staff encountered are extremely well-groomed while appropriately representing the property style<br>Staff maintains alert posture and behaves professionally in view of the guest

Staff is highly articulate and avoids slang and excessive use of phrase-fragments<br>Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction<br>Staff readily smiles and maintains an engaging expression<br>Staff makes eye contact and keeps focus on the guest<br>Staff exhibits a genuine sense of interest and concern for the guest<br>Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

Elevator Etiquette meets standard<br><br>Bell staff must minimally:<br><br>Allow guest to enter/exit elevator first, if applicable<br>Inform guests of where to go after exiting elevator, if applicable

Provide a conversational orientation of Lobby Concierge, Lobby Lounge and F&B outlets with cuisine type<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

Point out Fitness Center and Spa<br>Orient the guest to the Coffee Shop and Discovery Center<br>Orient guest to campfire, 24hr outdoor pool, recreation equipment (canoes/kayaks/paddleboats/yolo boards/fishing poles) and motorized boats on the beach<br>Anticipate orienting guest to any appropriate facilities such as Ritz Kids/Playground area for families, meeting/business center location for business travelers, etc.<br>

Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any <br>time once a hotel staff member has collected it<br>Luggage is stored conveniently <br>Luggage arrives within 10 minutes of registration completion 15mins to cottage or lake house

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

Open the guest room door, invite the guest to enter first while using their name and use a doorstop to prop door open<br>Bell staff must:<br>• Ask if they may enter the room if they did not escort the guest to the room<br>o It is acceptable to use magnetic door stop<br>• Ask guest about luggage/personal effects placement, prior to placing 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>

Ask about room temperature and show how to set controls<br>Ask guest about luggage rack placement<br>With no preference, hang garment bag, briefcase near desk, luggage on racks and vanity bag in bathroom<br>Offer to hang jacket/coat in the closet<br>Offer to open drapes and turn on lights<br>

Bell staff explains/demonstrates at least 3 features of guestroom<br>-24 hr In-Room Dining/Menu<br>-Wireless internet<br>-Honor bar<br>-Coffee box<br>-Television/Lodgenet<br>-Telephones/speed dial keys<br>-In-room safe, iron, bathrobes<br>-Laundry service/bags<br>-Shoe shine stand<br>Offer a service/solution/opportunity to meet an anticipated need<br>Point out alarm clock <br>If Club, point out Club Lounge and explain hours and presentations<br>If Club, explain complimentary internet<br>If Club, offer complimentary pressing 2 items per day per room <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 room number and last name in the login screen)<br>• Offer to retrieve ice (RC)<br>• Offer complimentary pressing (RC Club level only)<br>o Complimentary service may be limited to 2 items

Staff does not decline any request without offering appropriate alternatives

Anticipate need: offer to retrieve ice, newspaper preference, wake up call, etc.<br>

Offer additional assistance, use appropriate verbiage<br>

Provide a fond farewell and offer your name and use guest's name<br>

If room is a ground level room, breif guest that "the balcony door will not lock behind you. Secure the balcony door any time you are away from the room and use the hallway as your primary entrance and exit." <br>

If room is a fire pit room explain operation of fire pit.

Problem Resolution - If Applicable Listen Actively, Offer a genuine apology, Ask effective questions to find root cause, Solve problem within 10 minutes. Thank the guest and confirm satisfaction <br>

Bell staff does not decline a request without offering alternatives<br>Mark N/A if:<br>• No request is made above and beyond normal services offered<br>• Bell staff meets request<br>If guest makes a special request Bell staff must:<br>• Not just say “No” but use a polite denial, e.g., “I am afraid that we are unable to do that at this time”<br>• Offer alternatives that may help meet the need in another way<br>Mark No if you encounter or observe any of the following:<br>• Alternatives not offered<br>• Bell staff says “No” without polite denial

Bell staff is knowledgeable and confident<br>Mark N/A if interaction did not allow question<br>Bell staff is knowledgeable and confident in interaction<br>Ask Bell staff a general, position/interaction appropriate question during the interaction and Mark 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 the guest<br>Mark No if personalized service not delivered during interaction

Bell staff anticipates need(s) (Three Steps of Service)<br>• Employee must offer a service/solution/opportunity to meet an anticipated need<br>• Examples of acceptable anticipatory actions include:<br>o Offering to make a reservation at one of the outlets described during the orientation<br>o Informing the guest that the restaurant is closing soon if they arrive late and may want dinner<br>o Offering to bring a brochure for a local attraction discussed during the escort<br>It is acceptable if employee does not anticipate the "set-up" need or provide one of the options listed above, as long as any need is anticipated during interaction<br>Interact with employee and Mark No if you find any of the following:<br>• Employee did not anticipate guest needs<br>• Employee not present<br>• Insufficient time allowed to anticipate need(s

Guest name used during the experience, when known

Bell staff provides a fond farewell (Three Steps of Service)<br>Beyond the delivery of universal service elements of warm and sincere closing offered and appreciation demonstrated, employee must:<br>• Mention own name at any time during encounter<br>It is acceptable for persons other than bell staff to escort guests to their rooms<br>It is acceptable for repeat guests to the hotel to not be escorted<br>If escort and luggage delivery are performed by separate employees, evaluate this item on Bell staff/luggage delivery only<br>Interact with employee and Mark No if you encounter or observe any of the following<br>• Employee name not provided during encounter

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