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
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 a 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 profesionally in view of the guest, respecting the guest's presence when interacting with each other
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Team members readily smile and maintains an engaging expression
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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Team member actively engages with the guest and interacts with guest on an individual level
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Team member enquires as to guest's stay with genuine interest
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Team member thanks the guest for staying and an invitation/remark concerning a future stay is made
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When accepting payment, team member shows genuine appreciation.
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Team members close interactions with polite, sincere remarks showing appreciation
Process
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Team member arrives to collect luggage within eight minutes or request, or within five minutes of pre-arranged luggage pick up time
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Luggage service is secure and seamless, with guests not required to prompt for luggage once collected
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Team member invites guest to review their bill either digitally or printed and verify charges prior to processing
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The bill is accurate and free from any incorrect charges
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If unexpected/incorrect charges are present, these are quickly and discreetly removed
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Team member clarifies method of payment and then completes transaction in an efficient manner
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Guest is offered a copy of their bill via email or printed. If printed a folder or envelope is offered.
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Time spend checking out and settling the folio does not exceed five minutes.
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Team member offers assistance with luggage and onward transport or reconfirms any pre-arranged transport.
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