Front Desk Departure Phase

FDA makes immediate eye contact, smile and acknowledge guest<br>

FDA acknowledges guests waiting in line, if applicable<br>`

Provides eye contact and smile throughout the warm welcome<br>

Staff is highly articulate and avoids slang and excessive use of phrase-fragments<br>Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction<br>Staff readily smiles and maintains an engaging expression

All staff encountered are wearing professional, clean and well-fitted uniforms<br>All staff encountered are extremely well-groomed while appropriately representing the property style<br>Staff maintains alert posture and behaves professionally in view of the guest

Employee asks for name and uses it throughout transaction<br>

FDA ask a guest about satisfaction with stay<br>

Asks if any additional charges have been incurred (e.g. lunch, retail, honor bar)<br>

Offers option of reviewing guest's bill<br>

If, while engaging in conversation, guest indicates they have a flight that day, FDA offers to print boarding pass<br>

FDA confirms method of payment<br>

Offers to print folio and uses the guest's name<br>

Offers to or place check out folio in an envelope or packet <br>

Places Folio directly in guest’s hand<br>

Offers to e-mail folio<br>

The final folio is accurate and easy to read<br>If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology<br>There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges

Ensures transaction was discreet<br>

Offers luggage assistance<br>***It is acceptable not to offer assistance if already accompanied by bell staff<br><br>

Offers assistance with transportation (to bring car around)<br>

Arranges/offers escort of guest and belongings to exit<br>

Introduce you to the escort (if applicable)<br>***It is acceptable not to offer assistance if already accompanied by bell staff<br>

Provide fond farewell (e.g. Have a nice/pleasant stay, have a nice evening/afternoon)<br>

Staff does not decline any request without offering appropriate alternatives

Front Desk Agent owns and resolves guest's requests and opportunities immediately Front Desk Agent must:<br>• Listen actively<br>• Empathize - Express empathy<br>• Apologize and assume ownership<br>• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere resolution<br>• Notify/Thank the guest to confirm their satisfaction

"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<br>"

Mentions their own name at any time during encounter<br>

Thank guest for staying and uses their name<br>

Encourage guest to return<br>

Did the departure process, staff or level of thoughtfulness stand out in any way?

Front Desk Agent must deliver personalized service during interaction, using something the associate learned about the guest

The service is handled without excessive delays or interruptions transaction should take less than 5 mins

The overall experience met guest expectations and was free of negative detractors