Guest Request E Rome

Telephone – Warm welcome/greeting provided

Operator reacts as appropriate and sets expectation for resolution<br>Mark N/A if you find any of the following:<br>• Service or area is not evaluated<br>Operator must:<br>• Question effectively to uncover the guest’s need (e.g., repair in room, towel delivery)<br>• Offer apology if guest is calling due to a defect<br>• Provide time quote for response <br>o It is acceptable if quote is non-specific (e.g., "Immediately", "They will be right up")<br>Mark No if you experience or observe any of the above criteria not met

Telephone - Be nice! Use your hearts, minds and smiles to delight our guests

Telephone - Be nice! Use your hearts, minds and smiles to delight our guests<br>Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each <br>interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel <br>welcomed/comfortable<br>Mark No if employee did not delight during interaction<br>

Telephone - Own your guests: You are empowered to resolve guest issues<br>Employee must minimally own their guests and take steps to resolve guest issues, including requests<br>• Must take personal responsibility for our guests’ happiness, safety and well-being<br>

Telephone - Take personal responsibility to be an expert in your job, hotel and community<br>Mark N/A if interaction did not allow question<br>Employee takes personal responsibility to be an expert in their job, hotel and community<br>

Telephone - The associate confirmed the caller's request by repeating back key details to ensure <br>correct understanding<br>The associate must confirm the caller's request by repeating back key details to ensure correct <br>understanding<br>Mark No if any of the above is not met

Telephone - Guest name used during the experience, when known

Telephone - Proactive additional assistance offered to the guest

Telephone - Warm and sincere closing offered and appreciation demonstrated

Telephone - The overall experience met guest expectations and was free of negative

Timely response and service provided<br>Mark N/A if you find any of the following:<br>• Service or area is not evaluated<br>• Not present during service response<br>Rapid Response must minimally:<br>• Arrive to Guestroom within 20 minutes of call<br>• Rectify problem within 10 minutes after arriving or provide time estimate for resolution if <br>applicable