Forbes - Guest Service Request

Telephone conversation is calm and clear

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 and/or demonstrates anticipatory service

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

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if<br>known

All interactions are closed politely and appropriately

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

Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

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 elegantly presented

Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays

Folded items are returned with luxurious presentation

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

The items provided are high quality and meet the guest's needs

The service is handled without excessive delays or interruptions

Any items requested for delivery to the room, including laundry/ dry cleaning, are delivered in sustainable packaging