BSA 2017 - Sheraton | Front Office

• 2017 BSA - Sheraton | Front Office

• Created by Parthian Yogarajah | IT Manager | Sheraton Gateway Toronto

Front Entrance | Lobby Arrival

• Enter associate names?

• Warm welcome/greeted provided

  Yes

  No

  N/A

• Good posture, smile, eye contact and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Uniform, name tag and Sheraton pride pin meets standard

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Sheraton logo flag meets standard

  Yes

  No

  N/A

• Audible music in Porte Cochere

  Yes

  No

  N/A

• Sheraton scent must be present in Entrance/Main Lobby and Front Desk area

  Yes

  No

  N/A

• Arrival Experience - General Exterior Cleanliness

  Yes

  No

  N/A

• Arrival Experience - General Exterior Condition

  Yes

  No

  N/A

Check-in

• Enter Associate name(s)

• Uniform, name tag and Sheraton pride pin meets standard

  Yes

  No

  N/A

• Check-in process meets standard

  Yes

  No

  N/A

• Departure information reviewed at check-in

  Yes

  No

  N/A

• If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Room number provided discreetly, non-verbally

  Yes

  No

  N/A

• Time waiting in line for check-in does not exceed 3 minutes

  Yes

  No

  N/A

• The Associate was knowledgeable about property offerings and the local area, as applicable

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Lobby

• Business services in lobby and meet standard<br><br>External Notes<br>Business services in lobby and meet standard<br><br>Mark N/A if lobby is under complete renovation and unavailable for guest use<br><br>Business services must be present in lobby and minimally include:<br><br>Two (2) workstations<br>Monitor<br>Keyboard<br>Mouse, branded<br>All Peripherals same brand (e.g. Microsoft)<br>All workstations are the same branded "all-in-one" computers<br>The Sheraton screensaver is installed and active<br>Guests are redirected to a brand approved internet page post log in<br>Guest printing solution sign with printing instructions is located near the printer<br>If F&B menus is present they are in brand voice<br>All mentions of 'experienced with Microsoft' have been removed<br>It is acceptable for business services to be present at formally known Link@Sheraton<br>

  Yes

  No

  N/A

• Public recycling meets standard<br><br>External Notes<br>Public recycling meets standard<br><br>Mark N/A if hotel is located in a country that does not recycling<br><br>Brand approved recycling bins must be within view of each garbage bin in the hotel's public space<br><br>If recycling bins are not present, ask during announce meeting about hotel's recycling program<br><br>Mark NO if any of the above criteria is not met<br>

  Yes

  No

  N/A

• Lighting illumination meets standard<br><br>External Notes<br>Lighting illumination meets standard<br><br>Mark N/A if Lobby and Lobby bar are under complete renovation and not available for guest use<br><br>Lighting illumination transitions from day to night and must be carried out in the Lobby and Lobby Bar<br><br>Mark NO if above criteria is not met

  Yes

  No

  N/A

• Main Entry/Vestibule Cleanliness - General

  Compliant

  Minor

  Major

  N/A

• Main Entry/Vestibule Condition - General

  Compliant

  Minor

  Major

  N/A

• Lobby Cleanliness - Floor

  Compliant

  Minor

  Major

  N/A

• Lobby Condition - Floor

  Compliant

  Minor

  Major

  N/A

• Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments

  Compliant

  Minor

  Major

  N/A

• Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items

  Compliant

  Minor

  Major

  N/A

• Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items

  Compliant

  Minor

  Major

  N/A

• AED is present<br><br>External Notes<br>AED is present<br><br>AEDs must be located and be readily visible and accessible in the following areas:<br><br>Lobby/guest check-in area<br>Properties with multiple staffed check-in areas, in dispersed buildings, must place an AED at each building's check-in area<br>Fitness center (if applicable)<br>Nearest location outside the security operations center for properties that have a continuously staffed security operations center 24/7 (if applicable)<br>Nearest location outside the golf pro-shop area (if applicable)<br>An AED maintenance vendor log must be in place, performed in accordance with manufacturer recommendations OR evidence of a weekly maintenance check performed by the AED program coordinator (for each AED). Minimum requirements for the weekly self-check must include 1) the date of check 2) who performed the check and 3) whether or not the AED is functional.<br><br>Check lobby/guest check-in area for AED<br><br>Mark NO is any of the above criteria is not met

  Yes

  No

  N/A