Forbes - Departure Service

Telephone conversation is calm and clear

The guest is always asked permission before being placed on hold

No telephone hold longer than 30 seconds without offering call-back

Staff acknowledges the guest when appropriate and reasonably possible

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff readily smiles and maintains an engaging expression

Staff makes eye contact and keeps focus on the guest

Staff exhibits a genuine sense of interest and concern for the guest

Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

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

The guest's name is used naturally as a signal of recognition

Staff closes interactions with polite, appropriate remarks

All staff encountered are wearing professional, clean and well-fitted uniforms

All staff encountered are extremely well-groomed

Staff maintains alert posture and behaves professionally in view of the guest

If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

Staff does not decline any request without offering appropriate alternatives

Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time

State how long this took

Time spent settling the folio does not exceed five minutes

State how long settling the folio took

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 from the room

Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark

Staff proactively offers transportation assistance, not waiting for the guest to exit the hotel and seek transport

If expedited check out is offered, the process is seamless and convenient

The final folio is offered to guest for review prior to processing

The final folio is automatically and neatly placed in a folder or envelope, or delivered via email in accordance with the guest's preference.

If an emailed folio is requested, it must be delivered within one hour

The final folio is accurate and easy to read

If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology

There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges

Was there something particularly impressive about the departure experience?

The service is handled without excessive delays or interruptions