Forbes - Guest Service Request

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 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

Cross-departmental channels of communication among staff are consistent and complete

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

All interactions are closed politely and appropriately

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

Staff does not decline any request without offering appropriate alternatives

Staff arrives to the room within 10 minutes unless advised otherwise

State how long this took

Requested items delivered to the room are neatly presented

Both same-day and express laundry/dry cleaning service are available on weekdays

One-hour pressing at hotels or two-hour pressing at resorts is available on weekdays

Folded items are returned with luxurious presentation

Hanging items are neatly returned, with non-slip inserts for trousers

The service or resolution provided by the staff meets the guest's needs and expectations

The service is handled without excessive delays or interruptions