Front Desk is on duty or a “special services” number is available for guest use 24/7.
Front Desk opens 24 hours.
Front Desk´s check out set at time 5 minutes.
Room Check out time is at 12.00 pm
Express check out designated area is available from 09.00 am to 13.00 pm.
All team members’ smiles.
All team members are dressed according to the uniform and grooming standards.
All team members’ name tags are clearly visible.
All team members introduce him/herself to the guest by name.
All team members address guests by their last name.
All team members are familiar with the information you provide to guests.
All team members anticipate the needs of guests.
All team members exhibit a professional vocabulary that is devoid of common slang.
All team members consistently maintain eye contact with guest
All team members are graciously provided directions or offered assistance via escort on request
All team members associates fulfill guest´s special requests
All team members demonstrate appropriate behavior.
All team members demonstrate appropriate hygiene.
There is evidence that all associates are empowered by management to resolve guest issues immediately.
All phone calls are answered within three rings.
Front Desk´s attendant provides a warm and sincere greeting, recognizes guest appropriately….”Good morning/afternoon Sir/Madam. How may I be of assistance today?”
Front Desk´s attendant addresses guest by name during the initial greeting and as appropriate thereafter….”May I have your name and room number for reference please?”
Front Desk´s attendant offers guest the late check-out option (paid)….”Late check out is available in your room at an extra cost. Would you like to use this service?”
Front Desk´s attendant acknowledges (with warm and welcoming greeting) guest waiting in line….” I will be my pleasure to serve you shortly”
Front Desk attendant inquires about guest stay….”How was your stay with us?
Front Desk´s attendant exhibits a sincere desire and compliance to all guest requests.
Front Desk´s attendant provides a copy of bill for review in guest´s hand….”Would you like to review your bill before settling with us?”
Front Desk´s attendant confirms payment method….”Will you be using cash or credit card to settle your bill today?”
Front Desk´s attendant expresses a warm and sincere thank you for staying at the property….”It was certainly our pleasure being of service to you”
Front Desk´s attendant sincerely encourages guest to return….” We do hope to see you again very soon”
Front Desk´s attendant anticipates guest´s needs or offers a personalized recommendation.
Front Desk´s attendant anticipates provides a warm and sincere closing.
Front Desk´s attendant address guest by name during closing.