Check In | Four Seasons Lanai

• Conducted on

  Date

• Prepared by

• Employee

• Employee is welcoming, smiling, and maintains eye contact?

  Yes

  No

  N/A

• Employee obtains guest name prior to interaction and uses guest's name? If name is not known, employee asks for it.

  Yes

  No

  N/A

• Did employee personalize the interaction in anyway: recognize special occasion, Elite member status, or American Express status?

  Yes

  No

  N/A

• Did employee acknowledge guests waiting in line with a warm and welcoming greeting?

  Yes

  No

  N/A

• Employee use's Forbes luxury language? No slang.

  Yes

  No

  N/A

• Employee confirms reservation details such as number of nights, departure date, rate, room occupancy, and room type with guest?

  Yes

  No

  N/A

• Did employee acknowledge special service codes for requests and guarantees? Was bedding communicated to guest after confirming room type?

  Yes

  No

  N/A

• Did employee inform the guest about any resort fees?

  Yes

  No

  N/A

• Did employee inform guest about authorization amount and release time?

  Yes

  No

  N/A

• Were all resort amenities explained to the guest by associate? Offer additional assistance?

  Yes

  No

  N/A

• Did employee offer a memorable farewell at the end of registration? Use his/her and guest's name?

  Yes

  No

  N/A

• Was guest offered luggage assistance?

  Yes

  No

  N/A

• Did employee come around desk to present collateral to guest with open palm?

  Yes

  No

  N/A

• Did employee offer additional assistance?

  Yes

  No

  N/A

Benchmark Standards

• Name two standards

  Yes

  No

  N/A

• Add signature

  Sign