ED-BSA-2020 Check Out

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

Front Desk Agent meets grooming and appearance standards<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

Check-out experience meets standard<br> Front Desk Agent must:<br>• Acknowledge guests waiting in line, if applicable<br>o It is acceptable if someone other than the front desk agent acknowledges the guest (e.g. manager, lobby ambassador)<br>• Ask guest about satisfaction with stay<br>• Ask if any additional charges have been incurred (e.g. lunch, retail)<br>• Offer option of reviewing your bill<br>• Confirm method of payment<br>• Offer to print folio<br>o If printed,<br>▪ Folio must be placed in a customized check-out folder<br>▪ Place copy of bill directly in guest's hand<br>• Ensure transaction was discreet<br>Verify bill is accurate, neat and legible, and all package inclusions were properly handled<br>Evaluate your service and observe others and mark NO if any of the above standards are not met

Check-out service is provided in a timely manner<br> Entire check-out transaction excluding time in queue must take less than:<br>• 2 minutes (US/CAN)<br>• 5 minutes (AP, CALA, EUR, MEA)<br>If guest accepts offer to print folio, it is acceptable for the above times to be extended by 1 minute<br>Mark NO if the above criteria is not met

Front Desk Agent offers transportation assistance<br> Front Desk Agent must offer transportation assistance, e.g. call for their car, arrange a taxi<br>Interact with Front Desk Agent and mark NO if transportation assistance is not offered

Front Desk Agent facilitates luggage assistance and escort to the exit<br> Mark N/A if guest is already accompanied by bell staff<br>Employee must:<br>• Offer luggage assistance<br>o It is acceptable not to offer assistance if already accompanied by bell staff<br>• Arrange/offer escort of guest and belongings to exit<br>o Introduce you to the escort (if applicable)<br>o It is acceptable not to offer escort if already accompanied by bell staff<br>Interact with employee and mark NO if you find any of the following:<br>• Escort to the exit not arranged/offered<br>• Introduction to escort not provided (if applicable)<br>• Luggage assistance not offered

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<br> 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<br> 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

Front Desk Agent owns and resolves guest's requests and opportunities immediately<br> Mark N/A if you find any of the following:<br>• No problem or concern was encountered<br>Front Desk Agent 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 Agent:<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 • Does not confirm your satisfaction

Front Desk Agent uses appropriate verbiage shows genuine concern<br> Front Desk Agent 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>• Front Desk Agent does not engage in warm conversation<br>• Inappropriate verbiage or jargon used

Front Desk Agent does not decline a request without offering alternatives<br> Mark N/A if:<br>• No request is made above and beyond normal services offered<br>• Front Desk Agent meets request<br>If guest makes a special request Agent 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>• Front Desk Agent says “No” without polite denial

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

Front Desk Agent thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful<br> Front Desk Agent must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful<br>Examples of acceptable anticipatory actions include:<br>• Asking if guest checked the safe for their passport or valuables if they are not accompanied by a bellman<br>• Offering to store luggage if guest is not departing hotel<br>• Offering water as they depart<br>It is acceptable if Front Desk Agent 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

Front Desk Agent provides a professional persona<br> Front Desk Agent must: • 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<br> 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