BVLG - Check-in 23.07.23

1. Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk and offered assistance within 1 minute?

2. If the guest was not acknowledged or offered assistance within the defined times, was an apology extended?

3. Was paperless check in provided (e.g. at reception or via brand app), where legally available?

4. Did complete registration process take no more than 5 minutes from the time of joining the queue for a city hotel and 10 minutes for a resort property?

5. Was the room type, special requests (e.g. bed preference, smoking preference, etc.), pre-arranged bookings and departure date reconfirmed and were all details correct?

6. Was the room ready by the advertised check in time?

7. If the room was not ready on arrival, did the employee offer the guest access to the hotel's facilities (e.g. luggage storage, restaurants, fitness center, spa, changing rooms, room charge facility, Wi-Fi, etc.) and was guest advised of estimated time that the room would be ready and kept informed accordingly (e.g. via mobile, in person) with the room provided by the estimated time?

8. In the case of a first time guest, did the employee (receptionist, porter, butler) offer a brief orientation to the hotel by pointing out a minimum of two key hotel facilities (e.g. location of breakfast restaurant, fitness center, spa, business center, etc.)?

9. Did the employee offer porterage assistance?

10. Did the employee escort the guest to the room (or offer to) and if this was done by a second employee, was that employee introduced to the guest?

11. If an escort to the room was not offered or declined, did the employee provide directions to the elevators and allocated room?

12. Did the employee offer a sincere farewell at the end of the <br>conversation and show appreciation?

14. Were employees well groomed and neatly presented in clean, well <br>fitted uniforms and, if applicable, wearing name badges, resulting in a <br>positive first impression?

15. Wasthe employee’s speech clear and use of English satisfactory, enabling engagementin two-way conversation with the guest?

16. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

17. Did the employee use the guest's name naturally and discreetly without overusing it?

18. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when <br>answering questions about the other hotel facilities or immediately offer to find out the information required?

19. Was service anticipatory / intuitive with the employee thinking ahead to act on future needs / opportunities of the guest?

20. Did the employee adapt to a changing situation and/or guest's need?

21. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

22. Did an employee personalize the interaction in any way and engage the guest as an individual?

23. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

24. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

25. Did employees maintain alert postures and respect the guest's presence when interacting with each other?

26. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative / resolution?