Departure Service Forbes 2024

Telephone conversation is calm and clear

Staff politely acknowledges the guest when appropriate and reasonably possible

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

Staff exhibits a genuine sense of interest and concern for the guest

Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Staff closes interactions with polite, appropriate remarks

All staff encountered are wearing clean and well-fitted uniforms

Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

Staff maintains alert posture and behaves professionally in view of the guest

If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate staff

Staff does not decline any request without offering appropriate alternatives

Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time

Time spent settling the folio does not exceed five minutes

Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room

Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark

Staff proactively inquires about transportation needs

The guest is invited to review their folio, either digitally or printed, prior to processing

If a printed folio is provided, a folder or envelope is offered

If an emailed folio is requested or automatically received, it is delivered within one hour

The final folio is accurate and easy to read

If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology

There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges

The service is handled without excessive delays or interruptions

Efforts are made to reduce paper during the departure service*