FLLSB G.U.E.S.T & BSA Touchpoints

Voice/ Tone: Host speaks warmly, clearly and at an even pace

Words: Host avoids using slang and hotel jargon

Body Language: Host maintains professional posture before, during and after interaction

Eye Contact: Host maintains good eye contact with guest throughout interaction

Host uses 15/5 rule. If host is already engaged with a guest, host makes eye contact and acknowledges guest.

Host uses guest's name throughout the interaction. Asks for name if name is unknown to associate.

Host asks guest their purpose of travel to identify needs and offers services based upon their needs:<br>*If at the hotel for a conference; provides times and directions to meeting space etc.<br>*If guest is at the hotel for business in the area; provides directions, business center service info, etc.<br>* If guest is at the hotel for pleasure; provides restaurant information, pool/recreation information, shuttle times, etc.

Host makes a connection with the guest.<br>Engages the guest in conversation and establishes themselves as a partner in their hotel/travel experience.

Host responds to cues. <br>Anticipates guest needs by using cues to fulfill unexpressed wishes and needs of the guest before they have to ask.

Host Makes it Brilliant.<br>The host takes an opportunity to go above and beyond for the guest creating a memorable experience for the guest.

Host offers further assistance.<br>At the conclusion of the interaction, the host asks "Is there anything else that I can assist you with"

Host offers a fond farewell.<br>It's been a pleasure serving you, thank you for staying with us etc.

Was the host carrying their Brilliant Hosting Card?

Host was able to identify the Art of Hosting theme for the week from stand-up meeting.

Host was able to give the Hosting Move of the day.

Associate can name 3 things that were discussed in their department's stand-up that day.