Title Page
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Conducted on
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Prepared by
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Location
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Staff acknowledges the guest when appropriate and reasonably possible
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Staff exhibits a genuine sense of interest and concern for the guest
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Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
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Cross-departmental channels of communication among staff are consistent and complete
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Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
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The guest's name is used naturally as a signal of recognition
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Staff closes interactions with polite, appropriate remarks
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All staff encountered are wearing professional, clean and well-fitted uniforms
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All staff encountered are extremely well-groomed
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Staff maintains alert posture and behaves professionally in view of the guest
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Staff does not decline any request without offering appropriate alternatives
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Guests are politely greeted curbside within 60 seconds of arriving
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State how long this took
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If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
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Luggage assistance is immediate at curbside and offered by the staff
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The guest is escorted or directed to the appropriate registration area
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Time from arriving at reception area until registration is complete does not exceed five minutes
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State how long the registration process took
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Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room
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Availability of a complimentary print and/or digital newspaper service is made known during arrival
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All details of the reservation are accurate; departure date is confirmed during registration
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The guest is offered an escort to their room
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Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it
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Luggage is stored conveniently
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Luggage arrives within 10 minutes of registration completion
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State how long luggage service took
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Orientation to the hotel is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest
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Orientation to the guest room is discreet, helpful and appropriate to the location, including only facilities or services that might otherwise be overlooked or are unique
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If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes
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Was there something particularly impressive about the arrival experience?
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The service is handled without excessive delays or interruptions