Laundry service ER

Telephone - Telephone Etiquette

Telephone - Warm welcome/greeting provided

Telephone - Guest name used during the experience, when known

Telephone - Proactive additional assistance offered to the guest<br>Proactive additional assistance must be offered to the guest with each interaction, examples include:<br>• May I assist you with anything else?

Telephone - Warm and sincere closing offered, and appreciation demonstrated

Laundry service is available seven days a week<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Same day laundry and dry cleaning is minimally available:<br>• 7 days a week<br>• Clothing must be delivered by 6:00pm if picked up before 9:00am<br>Pressing service must be available:<br>• 1 hour - hotel<br>• 2 hour - resort<br>It is acceptable if laundry hours are listed in Guest Service Directory or on laundry ticket<br>Check Guest Service Directory and laundry ticket and Mark No if any required standard not met

Employee meets grooming and appearance standards<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>• Employee not present<br>• Cultural or national costume must be worn on certain dates<br>Employee must minimally meet grooming and appearance standards:<br>• Hair:<br>o Clean and neat<br>• Jewelry:<br>o Bracelet/watch - maximum 1 of either per arm<br>▪ Jewelry worn to raise awareness of a specific cause is not permitted<br>▪ Anklets or ankle bracelets are not acceptable o Decorative pins not included in uniform program are not acceptable<br>▪ Concierge Golden Key Pin is acceptable<br>• Shoes<br>o Clean, polished and in good repair<br>Mark No if you encounter or observe any employee who does not meet the above standards

Attendant follows the correct procedures for picking up laundry<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>• Not present during laundry pick-up<br>Attendant must:<br>• Provide a proper greeting and/or salutation<br>• Take correct laundry items<br>Laundry must be picked-up within 10 minutes of quoted time<br>• If quote is non-specific, pick-up must be within 10 minutes of call<br>Answer door and either hand Attendant item or indicate location<br>Interact with Attendant and Mark No if Attendant does not follow the pick-up procedures

Attendant follows correct procedures for dropping off laundry<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>• Not present during laundry drop-off<br>Laundry must be delivered by no later than 10 minutes past the time quoted during the pick-up call<br>If present for delivery, Attendant must:<br>• Request permission to enter the room Attendant must:<br>• Hang items automatically in closet unless otherwise specified<br>• Note any damage to the clothing<br>Mark No if Attendant does not follow drop-off procedures

Laundry is presented professionally<br>Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Pressed laundry returned to Guestroom must have/be:<br>• Suits or jackets placed on upgraded hangers (e.g., wooden, plastic with wider shoulders)<br>• Folded items must be presented in box or placed in leather box/tray<br>• Personal items returned, if applicable<br>Review returned items and Mark No if any of the above standards are not met

Pickup/Delivery - Warm welcome/greeting provided

Pickup/Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Pickup/Delivery - Well-groomed and professional, wearing a uniform

Service is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful<br>Service must be:<br>• Thoughtful<br>• Intuitive<br>• Demonstrate anticipatory service when appropriate and helpful

Pickup/Delivery - Guest name used during the experience

Pickup/Delivery - Proactive additional assistance offered to the guest<br>Proactive additional assistance must be offered to the guest with each interaction, examples include:<br>• May I assist you with anything else?

Pickup/Delivery - Warm and sincere closing offered, and appreciation demonstrated

The overall experience met guest expectations and was free of negative detractors

Rate Emotional Engagement with interaction<br>Mark N/A if interaction not completed