BVLG - Porter/Doorman - Departure 23.07.23

Porter or Doorman

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. Was luggage collected from the room within 8 minutes of request for an urban hotel and 15 minutes for a <br>resort hotel (via telephone or digital communication), or within 5 minutes of pre-requested time?

3. Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the <br>door/ring the doorbell again and announce their department before asking to enter the room?

4. Did the employee offer to retrieve the guest's car, arrange onward transportation or confirm pre-arranged <br>transportation?

5. Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?

6. Was the guest's luggage attended to at all times in public areas, once in the care of an employee?

7. Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the <br>point of departure?

8. Did the employee offer car door assistance?

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

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

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

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

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

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

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

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

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

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

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

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

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

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