BVLG - Guest Services/Concierge

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?