Front Entrance Arrival - JW

Doorman is on duty

The associate paused and engaged when guests are present

Valet Parking/Door Attendant assists with arriving guests at curbside

Warm welcome/greeting provided

Good posture, smile, eye contact, and attentive listening maintained<br>throughout the interaction

Well-groomed and professional, wearing a uniform

Valet Parking/Door Attendant informs guests of parking options <br>- Must inform guests of all parking options if valet parking is not required

Valet Parking/Door Attendant assists with luggage <br>- Must offer luggage assistance

Valet Parking/Door Attendant explains luggage delivery process <br>If luggage does not accompany guest into hotel, associate must:<br>- Provide a luggage ticket<br>- Explain luggage delivery process

Valet Parking/Door Attendant escorts and introduces guest to Front Desk staff

Valet Parking/Door Attendant opens hotel entrance door

Valet Parking/Door Attendant is knowledgeable and confident

Items handed to the guest were presented by the associate with two hands, when possible

When providing directions, the associate gestured with an outstretched arm and upturned, open palm

The associate exhibited "Hop to It" behavior, responding to the guest's cues for pace of service

Valet Parking/Door Attendant uses appropriate verbiage and shows genuine care and interest

Valet Parking/Door Attendant delivered personalized service during<br>interaction

Valet Parking/Door Attendant thoughtful and intuitive, demonstrating<br>anticipatory service when appropriate and helpful

Guest name used during the experience, when known

Further assistance offered to the guest

Warm and sincere closing offered, and appreciation demonstrated

Rate Emotional Engagement with interaction