Bell Departure Phase

Phone answered within 3 rings (sincere greeting, guest's name used, offer estimated time of pick up, extend fond farewell)<br>

The guest is always asked permission before being placed on hold<br>No telephone hold longer than 30 seconds without offering call-back

Telephone 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>Informs guest if there will be more than a 5 minute delay with luggage pick-up

Staff proactively offers transportation assistance, not waiting for the guest to exit the hotel and seek transport

Bell staff takes pride in and care of personal appearance<br>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

Bell staff arrives in a timely fashion <br>Bell Staff must:<br>• Arrive at room within 5 minutes of time requested if pre-arranged<br>• Arrive at room within 8 minutes of departure call if not pre-arranged

Knock and announce department<br>

Provide a warm greeting - smile, eye contact, your name, proper verbiage THREE STEPS OF SERVICE<br>

Request permission to enter the room "Mr. Smith, may I enter the room?"<br>

Use the guest name during the interaction<br>

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

Confirm all belongings are collected: remind guest to check safe, offer to check closet and drawers<br>

Escort guest to the front desk or explain procedure for luggage retrieval or delivery to vehicle (door passoff) "Mr. Smith, I'll have your luggage on the front drive. Once you are out there, our doorman will assist with loading your bags. You can then verify that they are loaded as you like."<br>

Provide claim check if guest separates from bell at any point<br>This is not optional

Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room

Enhance Emotional Engagement - engage in genuinely warm conversation Ask about guest's experience Ask about guest's destination Traffic & Weather (offer alternative routes) Offer special packaging for flowers<br>

Bell staff is knowledgeable and confident<br>Ask Bell staff a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer

Staff proactively offers transportation assistance, not waiting for the guest to exit the hotel and seek transport

Provide a fond farewell and offer additional assistance and uses the guest's name THRE STEPS OF SERVICE<br>

Staff does not decline any request without offering appropriate alternatives

Did the departure process, staff or level of thoughtfulness stand out in any way?

The service is handled without excessive delays or interruptions

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 use their name <br> Confirm satisfaction <br>

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

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 anticipate needs of the guest<br>• Employee must offer a service/solution/opportunity to meet an <br>anticipated need<br>• Examples of acceptable anticipatory actions include: <br>o Reminding guest to check the safe for their computer<br>o Asking guest if they have all of their charger cables<br>o Bringing in the newspaper if the guest has it hanging on their door <br>do that they have the option to take it with them