Title Page
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Site conducted
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Conducted on
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Prepared by
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Team member
Untitled Page
Presentation
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Team members are well groomed, demonstrating personal care and attention to hygiene
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Uniforms are clean, well-fitted and neatly presented
Conduct
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Team members are articulate, using full sentences and avoiding slang
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Team members engage in a well-paced and natural manner allowing for two-way conversation with the guest
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Team members make eye contact and keeps focus on the guest
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Team members maintain an alert posture and behaves professionally in view of the guest, respecting the guest's presence when interacting with each other
Guest Interactions
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Team members acknowledge the guest with a polite hand or facial gesture as soon as reasonably possible or within 30 seconds of approaching the desk
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Team member personalises interactions, using the guest's name naturally without overusing it
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Team member is confident in their role and can capably answer questions about the entire hotel and facilities. If team member is unable to answer questions, they seek prompt assistance in finding answers.
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Team members make every effort to meet guests requests. If team member is unable to meet request a suitable alternative is offered.
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Team members anticipate guest's needs, offering intuitive service which is appropriate and helpful.
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Orientation to the hotel is helpful, personalised and anticipatory. In the case of first time guests, team member gives a brief introduction and points out a minimum of two key hotel facilities.
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Team members close interactions with polite, sincere remarks showing appreciation
Process
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Guests are greeted curbside within 30 seconds of arriving and luggage assistance offered
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The guest is welcomed and directed or escorted to the registration area
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All reservation details are correct, with special requests (e.g. bed preference), departure dates and pre-arranged bookings are confirmed
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Was the room ready at 3pm?
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If the room is not ready on arrival, team members make thoughtful suggestions to ensure the guest's comfort while they wait e.g. luggage storage, restaurants, spa. Guest is advised of estimated time that the room will be ready and kept informed with the wait time honoured within 15 minutes
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Guest is offered an escort to their room. If this is done by a second team member, this team member is introduced to the guest.
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Luggage arrives within 10 minutes of check-in and is arranged in a convenient manner, using rack or dedicated storage space
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All service is handled without excessive delays or interruptions and time from arriving at reception area until check-in is complete does not exceed five minutes
