Information
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Guest Name
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Conducted on
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Prepared by
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Associate Name
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The associate paused and engaged when guests are present.
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Warm welcome/ greeting provided.
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Bell staff provided an engaging orientation of the hotel's facilities, offering additional services.
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The associate used proper elevator etiquette.
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Room arrival etiquette meets standard
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Bell staff places guest's luggage properly
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction.
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The associate demonstrated poise and grace.
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Well groomed and professional, wearing a uniform and name tag.
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The associate completes guest task with appropriate verbiage, when applicable
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Items handed to the guest were presented by the associate with two hands, when possible.
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When providing directions, the associate gestured with an outstretched arm and upturned open palm.
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Guest name used during the experience, when known (3x)
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Further assistance offered to the guest.
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Warm and sincere closing offered and appreciation demonstrated.
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The associate exhibited "Hop to it" behavior, responding to the guest's cues for pace of service.
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The associate owns and resolves the guest's problems and opportunities immediately.
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The associate made the guest feel at ease and taken care of.
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The overall experience met guest expectations and was free of negative detractors.
