ED-BSA-2020 Bell Arrival

Warm welcome/greeting provided

Guest name used during the experience, when known

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

Well-groomed and professional, wearing a uniform

Bell staff meets grooming and appearance standards Mark N/A if you find any of the following:<br>• Employee not present<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 (AP, MEA, EUR)<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>• Shoes<br>o Clean, polished and in good repair Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

Bell staff provides an orientation of hotel's services and facilities during escort Bell staff must describe at least two property facilities/services, based on what would be of interest to that guest, e.g. do not describe the Spa to a business traveler that is there for only one night:<br>• Lobby Concierge<br>• Lounge/Bar<br>• Fitness Center<br>• Spa (if applicable)<br>• Club/Executive Lounge (if applicable)<br>• Food and beverage outlets/type of cuisine served<br>• Unique feature or service offered by the hotel, (e.g. Scenography event (RC), co-located mall)<br>• For repeat guests, it is acceptable to describe recent promotions, menu changes, events, etc.<br>Description of property and facilities must be conversational, brief and helpful instead of the above list<br>It is acceptable for persons other than bell staff to escort guests to their rooms<br>Interact with Bell staff and mark NO if you encounter any of the following:<br>• Conversational manner not used<br>• Escort to room not provided<br>• Minimum of 2 property facilities/services not described

Elevator/rooming etiquette meets standard Elevator/rooming etiquette meets standard<br>Bell staff must minimally:<br>• Allow guest to enter/exit elevator first, if applicable<br>• Uses door stop<br>• Inform guests of where to go after exiting elevator, if applicable<br>• Open the guestroom door, enter the room and hold door open for guest(s) to enter<br>It is acceptable for persons other than bell staff to escort guests to their rooms<br>Interact with Bell staff and mark NO if you encounter any of the following:<br>• Escort to room not provided<br>• Proper elevator/rooming etiquette standards not met

Luggage is delivered in a timely fashion <br>Bell staff must minimally: • Deliver luggage within 15 minutes of check-in, whether escort is provided or not<br>o If hotel has guest houses or villas, it is acceptable if delivery takes 20 minutes<br>Interact with Bell staff and mark NO if you encounter any of the following:<br>• Luggage not delivered within 15 minutes

Bell staff confirms guest's satisfaction and comfort with guestroom Bell staff must minimally:<br>• Ask about guest satisfaction (e.g. ...is everything to your liking?)<br>• Offer to provide information on how to connect guest’s wireless device to wi-fi (e.g. enter your room number and last name in the login screen)<br>It is acceptable for persons other than bell staff to deliver luggage<br>Interact with Bell staff and mark NO if required items above not offered/completed

Bell staff explains/demonstrates at least 3 features of guestroom Bell staff must offer explanation/description of room features and products when luggage is delivered<br>Bell staff must offer a tour of the room and, if accepted, minimally explain/demonstrate 3 features/services in the room that might otherwise be overlooked, such as:<br>• Lights (required to be reviewed)<br>• Drapery - electronic open/closing (required to be reviewed, if applicable)<br>• Coffee machine<br>• In-room safe<br>• Location of Emergency procedures<br>• Entertainment platform<br>• In room audio<br>• Thermostat controls<br>• Bathroom technology (e.g. in mirror TVs) (if applicable)<br>• Bed-side technology panel (if applicable)<br>• Additional feature specific to the hotel or guest (based on anticipated need or preference)<br>Lighting/Drapes Control panel must be included in the 3 features and must be reviewed with the guest, if allowed<br>Explanations must be discreet, brief, and helpful<br>It is acceptable for persons other than bell staff to deliver luggage<br>Interact with Bell staff and mark NO if you find any of the following:<br>• Tour not offered<br>• Minimum 3 products and features not explained/described<br>• Explanation not discreet, brief or helpful

Bell staff places guest's luggage properly staff must:<br>• Ask if they may enter the room if they did not escort the guest to the room<br>• Ask/offer suggestion to guest about luggage/personal effects placement, prior to placing luggage<br>• If guest has no preference, place the luggage/personal effects as follows:<br>o Hang the garment bag (if applicable)<br>o Place luggage on the rack<br>It is acceptable for persons other than bell staff to deliver luggage Interact with Bell staff and mark NO if required items above not offered/completed

Bell staff places guest's other belongings properly Bell staff places guest's other belongings properly<br>Mark N/A if guest does not have computer bag, vanity bag, or jacket<br>Unless the guest expresses a different preference, employee must:<br>• Place briefcase/computer bag near the desk<br>• Place vanity/make-up bag in the bathroom (if applicable)<br>• Offer to hang coat/jacket in the closet<br>It is acceptable for persons other than bell staff to deliver luggage<br>Interact with employee and mark NO if you encounter any of the following:<br>• Employee not present<br>• Required items above not offered/completed

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

Own your guests: You are empowered to resolve guest issues Employee must minimally own your guests and take steps to resolve guest issues, including requests<br>• Must take personal responsibility for our guests’ happiness, safety and well-being<br>Examples:<br>• If the guest feels they’re getting the best attention and service, they’ll be your guest forever! If a guest calls and asks where they can buy their kids some Giants shirts while they’re in NY, find out.. you find out. Google it, Yelp it, We Chat it or maybe you already know.. but own it and make sure you give the guest as much information as possible. Distance the store is from the hotel, opening times etc.<br>• If a guest stops you in the lobby and asks for a bamboo toothbrush because they forgot theirs and don’t like to use plastic… Not a problem, let’s find one.. (hopefully you’ll have them in Guest services), but do whatever you can to insure you are efficient and effective in fulfilling the guest request give the guest as much information as possible. Distance the store is from the hotel, opening times etc.<br>Mark NO if employee did not take personal responsibility during interaction

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

Bell Staff owns and resolves guest's requests and opportunities immediately Mark N/A if you find any of the following:<br>• No problem or concern was encountered<br>• Luggage escort is not provided and guest not present for luggage delivery<br>Bell staff must:<br>• Listen actively<br>• Empathize - Express empathy<br>• Apologize and assume ownership<br>• Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution<br>• Notify/Thank the guest to confirm their satisfaction<br>Mark NO if the Bell staff:<br>• Does not actively listen to you<br>• Does not express empathy<br>• Does not offer an apology<br>• Does not solve the problem within 10 minutes<br>• Does not provide any special touch beyond mere resolution<br>• Does not confirm your satisfaction

Bell staff uses appropriate verbiage and shows genuine concern Bell staff must:<br>• Always use proper vocabulary with genuine delivery o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy 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”, “habibi”, “OMG”)<br>• Engage in warm conversation to show genuine concern and interest in the guest<br>Interact with Attendant and mark NO if you encounter or observe any of the following:<br>• Bell staff does not engage in warm conversation<br>• Inappropriate verbiage or jargon used

Bell staff does not decline a request without offering alternatives Mark N/A if:<br>• No request is made above and beyond normal services offered<br>• Bell staff meets request<br>If guest makes a special request Bell staff 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 time”<br>• Offer alternatives that may help meet the need in another way<br>Mark NO if you encounter or observe any of the following:<br>• Alternatives not offered<br>• Bell staff says “No” without polite denial

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

Bell staff thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful Bell staff must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful<br>Examples of acceptable anticipatory actions include:<br>• Offering to make a reservation at one of the outlets described during the orientation<br>• Informing the guest that the restaurant is closing soon if they arrive late and may want dinner • Offering to bring a brochure for a local attraction discussed during the escort<br>It is acceptable if Bell staff does not anticipate the "set-up" need or provide any of the examples above, as long as any need is anticipated during interaction<br>Mark NO if you encounter or observe any of the above criteria not being followed

Bell staff provides a professional persona Bell staff must:<br>• Only engage in work-related conversation with other employees 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 following:<br>• Escort not offered<br>• Non-work related matters discussed in your presence<br>• Earpiece not used

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

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

Rate Emotional Engagement with interaction Mark N/A if interaction not completed<br>After your experience, rate your interaction: • Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated<br>Scoring Methodology:<br>• Positive – 4 of 4 points will be awarded<br>• Neutral – 0 of 0 points will be awarded<br>• Negative – 0 of 4 points will be awarded