Concierge ER

Warm welcome/greeting provided

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

Well-groomed and professional, wearing a uniform

Lobby Concierge meets grooming and appearance standards<br>Mark N/A if any of the following:<br>• Area/service not selected for evaluation<br>• Employee not present<br>• Employee not observed<br>• 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<br>

Concierge service is provided promptly<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Concierge must greet guest and offer assistance within 5 minutes of arrival to the area<br>• It is acceptable for others to provide assistance if the concierge is occupied by another guest or <br>has a queue<br>Concierge must call guest back within 15 minutes if contacted by guest by phone and immediate <br>assistance is not possible<br>Concierge services must be available to guests 24 hours per day, 7 days per week, regardless of Lobby <br>Concierge Desk hours<br>• It is acceptable for those other than the Lobby Concierge to handle requests after Lobby <br>Concierge Desk is closed<br>• The department handling after hours requests, whether in person or by phone, must assist the <br>guest <br>o It is not acceptable for the others to take a message rather than assist the guest<br>Mark No if any of the above is not met

Lobby Concierge is responsive and knowledgeable<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Lobby Concierge must:<br>• Be knowledgeable of hotel/local area (e.g., shopping, entertainment)<br>• Suggest must do or must see items <br>o Recommendations should be customized to meet the needs of the guest (e.g., <br>business traveler looking for weekend stayover activities)<br>• Recommend restaurants to guests when asked<br>Mark No if any of the above criteria is not met

Concierge promotes hotel’s outlets first if appropriate<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Concierge must recommend in house outlets prior to those off property (e.g., hotel restaurants, bar, Spa, <br>hotel activities (e.g., Ambassadors of the Environment program, beach activities))<br>Mark No if you any of the above criteria is not met

Concierge provides reservation services<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Concierge must:<br>• Proactively offers to make reservations/book tickets for suggested venues (e.g., restaurants, <br>local attractions), if applicable<br>• Make reservation if service is accepted by the guest<br>• Offer to provide directions/transportation options to the venue <br> Mark No if you any of the above criteria is not met

Confirmation <br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Employee must offer to provide a confirmation for every reservation<br>• It is acceptable for guest to be asked if they would like: <br>o To wait for the confirmation to be printed, OR<br>o To receive an email confirmation of the arrangements, OR<br>o To offer to deliver confirmation to Guestroom<br>Confirmation must be:<br>• Computer-generated or typed, if printed<br>• Professional in appearance (no photocopies)<br>• Correct in all details, including dates and times<br>• Headed with appropriate greetings, which are used in all written communications: <br>o Correct titles for same sex relationships or marriages.<br>o Proper spelling of names and titles, (e.g., including the use of lower case versus upper <br>case letters, hyphens, spacing)<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

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

Take personal responsibility to be an expert in your job, hotel and community<br>Mark N/A if interaction did not allow question

Concierge owns and resolves guest's requests and opportunities immediately

Concierge uses appropriate verbiage and shows genuine care and interest

Concierge does not decline a request without offering alternatives<br>

Concierge delivered personalized service during interaction

Concierge thoughtful and intuitive, demonstrating anticipatory service when appropriate and <br>helpful<br>Concierge must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful

Concierge provides a professional persona<br>Concierge 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<br>Proactive additional assistance must be offered to the guest with each interaction, examples include:<br>• May I assist you with anything else?<br>• Is there anything else I may do to ensure you have a pleasant stay?<br>• Is there anything else I can get for you to help enjoy your meal?

Warm and sincere closing offered, and appreciation demonstrated

The overall experience met guest expectations and was free of negative detractors