Forbes - Guest Service Two

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

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

Staff closes interactions with a polite, appropriate remark

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

Follow-up service or call-backs are timely and accurate

When asked about restaurant recommendations, staff provides an appropriate choice of options and describes cuisine and atmosphere

When appropriate, staff effectively provides directions and transportation options

Staff exhibits exceptional, local knowledge about shopping, entertainment and/or business venues

Staff can produce brochures, maps, publications, playbills or local restaurant menus to help the guest make decisions

All collateral, including electronic correspondence, is professionally presented

All reservations made by staff are professionally presented to the guest, including electronic correspondence

Staff does not decline any request without offering appropriate alternatives

The service or resolution proposed by the staff fully and accurately meets the guest's needs

The service is handled without excessive delays or interruptions

The hotel supports a variety of basic business requests, such as Internet access, photocopying, faxing and printing