Title Page
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Conducted on
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Prepared by
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Employee
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Be well groomed and neatly presented in clean, well fitted uniforms <br>and, if applicable, wear name badge.
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Correct luggage present in the room on arrival or delivered within 10 <br>minutes for an urban hotel and 15 minutes for a resort property
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Staff exhibits a genuine sense of interest and concern for the guest
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Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
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If guest waits for room, place luggage into the room prior to his/her <br>arrival.
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Knock on the door/ring the doorbell. If required, wait 10 seconds, and <br>then knock on the door/ring the doorbell again and announce <br>department before entering the room.<br>
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Place the luggage onto the luggage rack/bench in the correct position <br>(i.e. zipper facing the guest).
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Offer to hang the guest's coat (if applicable) and suit carrier.<br>
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Offer option of a brief orientation to the room by pointing out a <br>minimum of two unique/relevant features (i.e. location of safe, <br>emergency exits, etc.).
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Offer additional service before departing (i.e. pressing, coffee/tea, <br>etc.).
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Provide organized and seamless luggage service.
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Offer a sincere farewell at the end of the conversation and show <br>appreciation.
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Did the arrival process, staff or level of thoughtfulness stand out in any way?
Acknowledgement
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