BVLG - Guest Services/Concierge 23.07.23

1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital <br>communication, was a response received within 3 minutes?

2. If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was <br>the caller offered a call back option?

3. If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was <br>the caller offered a call back option?

4. 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?

5. Did the employee ask questions to fully understand the guest's needs (i.e. specific interests, available time, <br>etc.)?

6. Did the employee display first-hand knowledge and local expertise by offering suitable and thorough <br>recommendations based on the information provided?

7. If a restaurant recommendation was requested, did the employee ascertain the type/style of restaurant <br>preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options?

8. When asked for recommendations on services/dining options and the services/dining options were available <br>on property, did the employee promote the hotel's services/outlets first before suggesting outside <br>alternatives?

9. If there was an opportunity to do so, did the employee follow up on the suggestions/recommendations <br>provided to ensure the guest's complete satisfaction?

10. Did the employee display first-hand knowledge and local expertise by offering suitable and thorough <br>recommendations based on the information provided?

11. Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling, walking, public <br>transport)?

12. With room deliveries, did the employee knock on the door/ring the doorbell and if required wait 10 seconds, <br>and then knock on the door/ring the doorbell again and announce their department?

13. Were all requested in-house items delivered within 10 minutes for an urban hotel and 15 minutes for a resort <br>hotel, and were items presented in a luxurious manner (i.e. on a tray, wrapped in a linen cloth, etc.)?

14. Where guest requests are made via in-house digital technology, was the functionality intuitive and seamless <br>and were any requested items delivered within 10 minutes for an urban hotel and 15 minutes for a resort <br>hotel ?

15. Were all pre-stay enquiries/emails responded to within 12 hours and was a full response received for all <br>requests?

16. Were all confirmations and information provided digitally as a priority, and if required, professionally <br>presented on hotel paper?

17. If applicable/available, were all digitally communicated requests promptly acknowledged in an appropriate <br>tone (i.e. match guest's style of conversation, but refrain from using abbreviations) within 3 minutes, unless <br>advised of a longer timeframe?

18. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

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

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

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

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

23. 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?

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

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

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

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

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

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

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

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