Information
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Prepared by
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Location
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Personnel
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Telephone conversation is calm and clear.
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Staff is highly articulate and avoids slang and excessive use of phrase fragments.
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
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Staff readily smiles and maintains an engaging expression.
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Staff makes eye contact and keeps focus on the guest.
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service.
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Cross-departmental channels of communication among staff are consistent and complete.
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Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance.
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
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All interactions are closed politely and appropriately.
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All staff encountered are wearing clean and well-fitted uniforms.
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
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Staff maintains alert posture and behaves professionally in view of the guest.
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Staff does not decline any request without offering appropriate alternatives.
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Staff arrives to the room within 10 minutes unless advised otherwise.
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Requested items delivered to the room are elegantly presented.
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Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays.
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Laundry tags and plastic covers are to be removed
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Folded items are returned with luxurious presentation. Must be wrapped in tissue paper and placed in reusable box or basket
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Collar stays inserted into dress shirts
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Top button to be left unfastened on shirts
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Hanging items are neatly returned on high quality hangers, with non-slip inserts for trousers.
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Shoes are returned in a reusable bag or box with a shoeshine mitt
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The service meets the guest's needs and any items provided are high quality.
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The service is handled without excessive delays or interruptions.
