Check out E Rome

Warm welcome/greeting provided

Good posture, smile, eye contact, and attentive listening maintained throughout the <br>interaction

Well-groomed and professional, wearing a uniform

Front Desk Agent meets grooming and appearance standards<br>Mark N/A if cultural or national costume must be worn on certain dates<br>Employee must minimally meet grooming and appearance standards:<br>• Hair:<br>o Clean and neat<br>• Jewelry: <br>o Bracelet/watch - maximum 1 of either per arm <br>▪ Jewelry worn to raise awareness of a specific cause is not permitted<br>▪ Anklets or ankle bracelets are not acceptable<br>o Decorative pins not included in uniform program are not acceptable<br>▪ Concierge Golden Key Pin is acceptable<br>• Shoes<br>o Clean, polished and in good repair

Check-out Experience <br>Front Desk Agent must:<br>• Acknowledge guests waiting in line, if applicable <br>o It is acceptable if someone other than the front desk agent acknowledges the guest <br>(e.g., manager, lobby ambassador)<br>• Ask guest about satisfaction with stay<br>• Ask if any additional charges have been incurred (e.g., lunch, retail)<br>• Offer option of reviewing your bill<br>• Confirm method of payment<br>• Offer to print folio <br>o If printed, <br>▪ Folio must be placed in a customized check-out folder<br>▪ Place copy of bill directly in guest's hand<br>• Ensure transaction was discreet<br>Verify bill is accurate, neat and legible, and all package inclusions were properly handled<br>Evaluate your service and observe others and Mark No if any of the above criteria is not met<br>

Front Desk Agent offers transportation assistance<br>Front Desk Agent must offer transportation assistance, e.g., call for their car, arrange a taxi<br>Mark No if transportation assistance is not offered<br>

Front Desk Agent facilitates luggage assistance and escort to the exit<br>Mark N/A if guest is already accompanied by bell staff<br>Employee must:<br>• Offer luggage assistance<br>• Arrange/offer escort of guest and belongings to exit <br>o Introduce you to the escort (if applicable)<br>Mark No if any of the above is not met

Check-out service is provided in a timely manner <br>Entire check-out transaction excluding time in queue must take less than:<br>• 2 minutes (US/CAN)<br>• 5 minutes (AP, CALA, EMEA)<br>If guest accepts offer to print folio, it is acceptable for the above times to be extended by 1 minute<br>Mark No if any of the above is not met

Be nice! Use your hearts, minds and smiles to delight our guests<br>Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each <br>interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel <br>welcomed/comfortable<br>Mark No if employee did not delight during interaction

Own your guests: You are empowered to resolve guest issues<br>Employee must minimally own their guests and take steps to resolve guest issues, including requests<br>• Must take personal responsibility for our guests’ happiness, safety and well-being<br>

Take personal responsibility to be an expert in your job, hotel and community<br>Mark N/A if interaction did not allow question<br>Employee takes personal responsibility to be an expert in their job, hotel and community<br>Ask employee a general, position/interaction appropriate question during the interaction and Mark No if <br>they are unable to answer

Front Desk Agent owns and resolves guest's requests and opportunities immediately<br>Mark N/A if you find any of the following:<br>• No problem or concern was encountered<br>Front Desk Agent must:<br>• Listen actively<br>• Empathize - Express empathy<br>• Apologize and assume ownership<br>• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond <br>mere resolution<br>• Notify/Thank the guest to confirm their satisfaction<br>Mark No if any of the above is not met

Front Desk Agent uses appropriate verbiage and shows genuine care and interest<br>Front Desk Agent must:<br>• Always use proper vocabulary with genuine delivery <br>o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy <br>to", “Absolutely”, “Right away”<br>o It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, <br>“habibi”, “OMG”)<br>• Engage in warm conversation to show genuine care and interest in the guest<br>Mark No if you encounter or observe any of the above criteria not being followed

Front Desk Agent does not decline a request without offering alternatives<br>Mark N/A if any of the following:<br>• No request is made above and beyond normal services offered<br>• Front Desk Agent meets request If guest makes a special request Agent must:<br>• Not just say “No” but use a polite denial, e.g., “I am afraid that we are unable to do that at this <br>time”<br>• Offer alternatives that may help meet the need in another way<br>Mark No if you encounter or observe any of the above criteria not met

Front Desk Agent delivered personalized service during interaction<br>Mark N/A if opportunity for delivery of personalized service during interaction not available<br>Front Desk Agent must deliver personalized service during interaction, using something the associate <br>learned about the guest<br>Mark No if personalized service not delivered during interaction

Front Desk Agent thoughtful and intuitive, demonstrating anticipatory service when appropriate and <br>helpful<br>Front Desk Agent must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful<br>Examples of acceptable anticipatory actions include:<br>• Asking if guest checked the safe for their passport or valuables if they are not accompanied by a <br>bellman<br>• Offering to store luggage if guest is not departing hotel<br>• Offering water as they depart<br>It is acceptable if Front Desk Agent does not anticipate the "set-up" need or provide any of the examples <br>above, as long as any need is anticipated during interaction

Front Desk Agent provides a professional persona<br>Front Desk Agent must:<br>• Only engage in work-related conversation with other associates when guests present <br>o Includes cell phone and radio conversations<br>o Earpiece must be used for all radio conversations<br>• Offer an escort as well as directions if a location that the guest asked about is not in visible sight<br>Mark No if you encounter or observe any of the above criteria not met

Guest name used during the experience, when known

Proactive additional assistance offered to the guest

Warm and sincere closing offered, and appreciation demonstrated

Rate Emotional Engagement with interaction Mark N/A if interaction not completed<br>After your experience, rate your interaction:<br>• Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, <br>Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, <br>Stressed, Frustrated<br>