ED-BSA-2020 Front Entrance Arrival/Valet 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

Valet Parking/Door Attendant meets grooming and appearance standards <br> 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: 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

Valet Parking/Door Attendant assists with arriving guests at curbside <br>Valet Parking/Door Attendant must:<br>• Acknowledge cars in queue and direct them as appropriate upon arrival (e.g. gesture to the driver, wave driver to the correct area)<br>• Open the vehicle doors (ladies first)<br>o If guest is arriving by taxi, allow guest to complete transaction with driver before opening door<br>Mark NO if you encounter or observe any of the above criteria not being followed

Valet Parking/Door Attendant informs guests of parking options <br>Mark N/A if guest arrives by private/hired car or taxi/ride-sharing vehicle<br>Valet Parking/Door Attendant must:<br>• Inform guests of all parking options if valet parking is not required<br>• Provide guest with a valet ticket (if arriving by self-driven car)<br>o Inform guest of the car retrieval process<br>Mark NO if you encounter or observe any of the above criteria not being followed

Valet Parking/Door Attendant assists with luggage Valet Parking/Door Attendant must:<br>• Offer luggage assistance<br>• Ask/confirm all luggage and personal items (e.g. phone, computer, purse) have been removed from vehicle<br>o Visual confirmation is acceptable (e.g. looking in back seat/trunk)<br>Mark NO if you encounter or observe any of the above criteria not being followed

Valet Parking/Door Attendant explains luggage delivery process <br>Mark N/A if luggage accompanies guest to the front desk with escort<br>If luggage does not accompany guest into hotel, employee must:<br>• Provide a luggage ticket<br>o Explain luggage delivery process<br>Mark NO if you encounter or observe any of the above criteria not being followed

Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff Valet Parking/Door Attendant must:<br>• Provide an escort to the Front Desk or introduce you to another Attendant to do so<br>• Open hotel entrance door (if revolving door not present)<br>o It is not acceptable for:<br>▪ Guest to open any hotel entrance door themselves<br>▪ Hotel entrance door to be propped open<br>▪ It is acceptable if interior doors (if double set) are propped open<br>• Introduce you to the Front Desk staff if Front Desk staff has not already greeted guest by name<br>o It is acceptable not to stay to introduce the guest if there is a line and they have not requested luggage assistance<br>o If the hotel has a lobby on a different floor than the arrival area, it is acceptable for one person to escort to the Attendant and another to escort from elevator to front desk<br>Interact with Attendant and mark NO if you encounter or observe any of the following:<br>• Door was propped open<br>• Attendant not present<br>• Hotel entrance door not opened<br>• Not escorted to Front Desk<br>• Not introduced to Front Desk staff

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

Valet Parking/Door Attendant uses appropriate verbiage and shows genuine concern Beyond the delivery of universal service elements of good posture, smile, eye contact, and attentive listening maintained throughout the interaction 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>• Attendant does not engage in warm conversation<br>• Inappropriate verbiage or jargon used

Valet Parking/Door Attendant does not decline a request without offering alternatives Valet Parking/Door Attendant 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>• Valet Parking/Door Attendant meets request<br>If guest makes a special request Valet Parking/Door Attendant 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>• Valet Parking/Door Attendant says “No” without polite denial

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

Valet Parking/Door Attendant thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful Valet Parking/Door Attendant thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful<br>Valet Parking/Door Attendant must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful<br>Examples of acceptable anticipatory actions include:<br>• Offering guest bottled water if it is hot out<br>• Asking if guest will need transportation/their vehicle later that day<br>• Providing information on charging stations to owners of electric cars<br>It is acceptable if Valet Parking/Door Attendant 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

Valet Parking/Door Attendant provides a professional persona Valet Parking/Door Attendant provides a professional persona<br>Valet Parking/Door Attendant 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 <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: • 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