BVLG - Check-out 23.07.23

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

2. Did complete check out take no more than 5 minutes from the time of joining the queue (exception if stay of 5 <br>nights or more)?

3. Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, verbally advise, <br>display on screen)?

4. Was the bill clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges <br>(e.g. charges that the guest was not made aware of)?

5. If there were any incorrect charges on the folio, was the back-up documentation readily available and were <br>any incorrect charges quickly and discreetly removed?

6. Did the employee clarify the method of payment and then complete the transaction in a quick and efficient <br>manner?

7. Was a paperless check out provided, where legally available and was a copy of the bill offered via email in <br>preference to a paper bill?

8. If the folio was offered via email was it delivered within 2 hours of check out unless advised of an expected <br>delay, and/or if the folio was printed was it offered to be neatly presented in a billfold/envelope?

9. Did the employee offer assistance with luggage and onward transport or reconfirm any pre-arranged <br>transport?

10. Was an electric and/or hybrid hotel car option promoted for transfers, where available?

11. Did the employee ask at any point if the guest had enjoyed their stay?

12. Did the employee show appreciation (e.g. thank guest) for the guest's business and was an invitation to return <br>extended to the guest prior to their departure from the hotel?

13. Did the employee offer a sincere farewell at the end of the conversation?

14. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a 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?