ED-BSA-2020 Bell Departure

Telephone - Telephone etiquette meets standard

Telephone – Warm welcome/greeting provided

Bell staff luggage retrieval request meets standard Bell Staff must meet the following standards:<br>• Offer to retrieve car or arrange other transportation<br>• Estimated time of pick-up provided<br>o It is acceptable if quote non-specific (e.g. immediately, I'll be right up)<br>• Informs guest if there will be more than a 5 minute delay with luggage pick-up<br>Place call to have luggage picked up prior to check out<br>Call and mark NO if any of the required standards are not met

Delivery - Room delivery announcement meets standard

Bell staff arrives in a timely fashion Bell Staff must:<br>• Arrive at room within 5 minutes of time requested if pre-arranged • Arrive at room within 8 minutes of departure call if not pre-arranged<br>If quote is non-specific, pick-up must be within 5 minutes of call<br>It is acceptable if follow up call is made to advise you of new arrival time<br>It is acceptable if someone other than the bell staff provides luggage assistance<br>Mark NO if any of the required standards are not met

Warm welcome/greeting provided

Guest name used during the experience, when known

Well-groomed and professional, wearing a uniform

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

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<br>Interact with employees and mark NO if you encounter or observe any employee who does not meet the above standards

Bell staff greets guest by name and requests permission to enter Bell staff must:<br>• Provide a proper greeting and/or salutation<br>• Request permission to enter the room<br>• Uses door stop on guestroom door<br>• Address you by name during the transaction<br>It is acceptable if someone other than the bell staff provides luggage assistance<br>Mark NO if any of the required standards are not met

Bell staff confirms all belongings are collected Bell staff must:<br>• Ask if you have all your belongings • Offer to check closets/drawers for belongings<br>It is acceptable if someone other than the bell staff provides luggage assistance<br>If luggage is stored, guests must not be asked to identify bags<br>Mark NO if any of the required standards are not met

Bell staff escorts guest to Front Desk Bell staff must escort you to the front desk or explain procedures for luggage retrieval or delivery to vehicle<br>It is acceptable if someone other than the bell staff provides luggage assistance<br>Mark NO if any of the required standards are not met

Be nice! Use your hearts, minds and smiles to delight our guests 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. 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>Employee takes personal responsibility to be an expert in your job, hotel and community<br>Ask employee 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>Bell staff must:<br>• Listen actively<br>• Empathize - Express empathy<br>• Apologize and assume ownership • 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<br>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>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 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>• Reminding guest to check the safe for their computer<br>• Asking guest if they have all of their charger cables<br>• Bringing in the newspaper if the guest has it hanging on their door do that they have the option to take it with them<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:<br>• 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