Was the telephone answered within 3 rings or 10 seconds with an
Was luggage collected from the room within 8 minutes of request for an urban hotel and 15 minutes for a resort hotel or within 5 minutes of pre-requested time?
If there is a delay in luggage collection was the guest informed of the delay and given an estimated new collection time?
Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?
Did the employee offer to retrieve the guest's car or arrange
Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?
Was the luggage service organized and seamless with the guest not having to identify or prompt for his/her baggage at any time?
Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the point of departure?
Did the employee offer car door assistance?
Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?
Was the employee’s speech clear and use of English adequate to be fully understood?
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
Did the employee use the guest's name naturally and discreetly without overusing it?
Did the employee display a high level of confidence when carrying out his/her duties?
Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?
Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?
Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
Did an employee personalize the interaction in any way and engage the guest as an individual?
Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
Did employees maintain alert postures and respect the guest's presence when interacting with each other?
Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?