HBD1 - GSA Audit

The Lobby Ambassador escorted the guest to the front desk and provided an introduction<br>-Building confidence

Feeling

Management presence was observed in the lobby during peak<br>arrival/departure times

Flow

The associate paused and engaged when guests are present

Warm welcome/greeting provided

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Well-groomed and professional, wearing a uniform

Offer assistance with luggage

Check-in information is correct<br>Front Desk agent must:<br>• Verify departure date<br>• Confirm room type<br>• Confirm method of payment

Internet assistance offered at check-in

Room number provided discreetly, non-verbally

Room key presentation meets standard

Length of Check-in experience meets standard <br>- 5 minutes

The check-in was error free<br>- Error free check-in<br>- Functioning key(s)<br>- An unoccupied guestroom<br>- A clean guestroom

Branded collateral used during check-in meets brand identity standards

Front Desk Agent is knowledgeable and confident

When providing directions, the associate gestured with an outstretched arm and upturned, open palm

Front Desk Agent delivered personalized service during interaction

Front Desk Agent thoughtful and intuitive, demonstrating anticipatory<br>service when appropriate and helpful

Guest name used during the experience

Warm and sincere closing offered, and appreciation demonstrated

Rate Emotional Engagement with interaction<br><br>After your experience, rate your interaction:<br>- Positively engaged: positive emotional experience - Pampered, Special,<br>Indulged, Delighted, Appreciated, Individual<br>- Neutral engagement: Respected, Understood, Content – not swayed<br>positively or negatively<br>- Negative emotional engagement: Disinterested, Disconnected,<br>Disappointed, Ignored, Stressed, Frustrated