Business Center

Attendant provides a warm welcome (Three Steps of Service)
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employee must:
• Employee asks for name and uses it throughout transaction
• Greet the guest with the appropriate situational greeting e.g. (good morning, Aloha, welcome to the business
center)
If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 5 minutes
Interact with employee and mark NO if you encounter or observe any of the following:
• Appropriate situational greeting not provided
• Employee not present when required
• Guest name not asked

Attendant is "On Stage"
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employee must:
• Only engage in work-related conversation with other employees when guests present
o Includes cell phone and radio conversations
o Earpieces must be used for all radio conversations
• Offer escort as well as directions if a location that the guest asked about is not in visible sight
If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10 minutes
Mark NO if you encounter or observe any of the following:
• Earpiece not used
• Escort not offered
• Non-work related matters discussed in your presence

Attendant takes pride in and care of personal appearance
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
• Employee not present
Employee must:
• Meet standards of dress:
o Be in uniform:
 Clean and pressed
 Consistent amongst all employees in the same uniform
o Name badge worn on left side
o Service pins - maximum 2
o Shoes:
 Polished
• Follow all Ritz-Carlton grooming standards:
o Hair:
 Clean and natural color
 Male employees:
 Bangs end above the eyebrow
 Female employees:
 Hair accessories neutral color
 Bangs end above the eyebrow
o Make-up appears natural
o Jewelry:
 Ring - maximum 1 per hand (male) and 2 per hand (female)
 Wedding band/engagement rings are considered 1 ring
 Bracelet/watch - maximum 3 of either per arm
 Earrings:
 Women can wear up to two earrings per earlobe
 Men can wear one small stud earring per earlobe
 Decorative pins, ankle bracelets, nose rings, lip rings, tongue studs, etc. are not
acceptable
o Hose for female employees must be neutral in color or complement uniform, if worn
 It is acceptable if female employees do not wear hose
Interact with employees and mark NO if you encounter or observe any employee who does not meet the above
standards

Attendant assists with Business Center needs
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
• Facility is self-serve
• JW in AP, EUR, MEA
If business center is staffed or there are instructions on how to reach an employee for assistance, employee must:
• Offer to assist you with your task
• Handle work undertaken with professionalism
Interact with employee and mark NO if you encounter or observe any of the following:
• Employee does not assist you with request
• Employee does not offer assistance
• Work not handled professionally

Business services are provided in a timely manner
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employee must offer assistance within 1 minute of arrival
• If no attendant present:
o Request assistance
o Attendant must be available within 5 minutes from request
o It is acceptable if signage indicates to call for assistance, information, or operator
• If no directions on how to summon attendant, mark NO for all items except takes pride in personal
appearance
Charges must be posted to guest account within 30 minutes of departure or delivery of materials, if applicable
• It is acceptable for no charges to be posted to account if credit card is used to access equipment
Interact with employee and mark NO if you encounter or observe any of the following:
• Employee does not assist you with request
• Employee not present
• Employee does not offer assistance within 1 minute of arrival
• Employee not present within 10 minutes
• Charges incorrect or posted later than 30 minutes, if applicable

Business Center meets minimum hours of operation
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Minimum hours of operation are:
• 7:00 am - 7:00 pm, seven days a week (RC)
• 8:00 am - 7:00 pm, Monday - Friday (RCDC)
Signage must be printed and professionally presented (e.g. in frame on desk, in frame on wall)
Check signage or ask an employee for hours of operation and mark NO if minimum hours are not met

Business Center provides office supplies
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Business Center must minimally have:
• Office supplies:
o Highlighters
o Pens/pencils
o Post-It notes
o Scissors
o Scotch tape
o Stapler

Check facility and mark NO if selected supplies not available

Business Center equipment/services meet standards
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Business Center must minimally have business equipment/services:
• Computer/workstation
• Copier or copy services
• High speed internet access
• Printer or printing services
• All equipment must be in working order
• If instruction signs on how to use equipment are available, signage must be printed and professionally
presented
If employee present:
• Ask if mail and overnight shipping are available
Check facility and mark NO if any of the above criteria is not met

Employee owns and resolves guest's requests and opportunities immediately
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
• No problem or concern was encountered
Employee must:
• Listen actively
• Empathize - Express empathy
• Apologize and assume ownership
• Resolve the problem and also provide an extra touch that goes beyond mere resolution
• Notify the guest to confirm their satisfaction
o Record the problem in Mystique
Mark NO if the employee:
• Does not actively listen to you
• Does not express empathy
• Does not offer an apology
• Does not solve the problem within 10 minutes
• Does not provide any special touch beyond mere resolution
• Does not confirm your satisfaction
• Does not record the problem in Mystique

Attendant uses appropriate verbiage and shows genuine concern
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employee must:
• Use appropriate verbiage with genuine delivery (e.g. "Certainly, My Pleasure", "Immediately", "I would be
happy to")
o It is not acceptable to use slang or hotel jargon (e.g. 86’d, DND, “What’s up?”, “Dude”, “habibi”,
“OMG”)
• Engage in warm conversation to show genuine concern and interest in the guest
Mark NO if you encounter or observe any of the following:
• Employee does not engage in warm conversation
• Inappropriate verbiage or jargon used

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

Attendant anticipates need(s) (Three Steps of Service)
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employee must anticipate needs of the guest
• Employee must offer a service/solution/opportunity to meet an anticipated need
• Examples of acceptable anticipatory actions include:
o Offering to deliver copies to the guest room or meeting room if the copier is taking too long
o Offer to bind a presentation professionally rather than just stapling it
o Research a way to counteract a computer problem that the guest is having with their personal
computer
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
It is acceptable if employee does not anticipate the "set-up" need, as long as any need is anticipated during
interaction
Interact with employee and mark NO if you find any of the following:
• Employee did not anticipate guest needs
• Insufficient time allowed to anticipate need(s)

Attendant provides a fond farewell (Three Steps of Service)
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employee must:
• Mentions their own name at any time during encounter
o RCDC - It is acceptable for name not to be offered if already provided in a previous encounter
If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10
minutes
Interact with employee and mark NO if you encounter or observe any of the following:
• Employee name not provided during encounter
• Employee not present

Attendant enhances emotional engagement (positive)
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employee must provide a service experience that positively influences emotional engagement by meeting the
following:
• Ritz-Carlton always delivers on what they promise – the experience was defect-free or service recovery was
effective enough to be a positive experience
• I feel proud to be a Ritz-Carlton customer – the experience made you feel that this would be a place where
you would be proud to bring your family
• Ritz-Carlton is the perfect hotel for people like me – the experience made you feel completely at home and
valued as a customer
If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10
minutes
If emotional engagement was positively enhanced, mark YES
Mark NO if you encounter or observe any of the following:
• Emotional engagement negatively influenced
• Emotional engagement not influenced (positively or negatively)
• Employee not present

Attendant enhances emotional engagement (negative)
Mark N/A if you find any of the following:
• Area/service not selected for evaluation
• Area is under complete renovation and not available for guest use
• Property does not have the facility on premises
Employees are expected to provide a service experience that positively influences emotional engagement
Negative emotional engagement is based on the following:
• Ritz-Carlton always delivers on what they promise – there was a defect with insufficient recovery or the
service did not meet your expectation in several instances
• I feel proud to be a Ritz-Carlton customer – the experience made you feel that they were glad that other
people that they cared about were not there to get that level of service
• Ritz-Carlton is the perfect hotel for people like me – the experience made you feel alienated or unwelcome
If business center is not attended, it is acceptable if there is a way to contact the attendant and they arrive within 10
minutes
If emotional engagement was positively enhanced, mark YES
If emotional engagement was not enhanced positively or negatively, mark YES
Interact with employees and mark NO if you encounter or observe any of the following:
• Emotional engagement negatively influenced
• Employee not present
• Rude, inattentive or bad service