Title Page
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Conducted on
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Prepared by
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Location
Operating Sequence
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Attendant extends an appropriate greeting. “Welcome to Royalton (…)”.
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In massive or bus arrivals, always report the name of the Agency and the approximate number of guest.
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In the case of individual arrival the attendant introduces him or herself and asks guests for their name. “My name is : (…)".
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(broad smile and eye contact)? May I confirm your name?”
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Attendant is efficient and sensitive to the manner of the guest.
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Attendant extends an appropriate closing. “Mr. Smith, my partner will be waiting for you at the lobby area (broad smile and eye contact) Enjoy your holidays”
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Attendant informs Bell Boy and Front Desk of the guest arrival over the radio.
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The guest feels well served.
Service Standard
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All staff is appropriately attired, name tags are clearly visible. See annex 1 “Security Uniform”
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All staff exhibits a professional demeanor including vocabulary devoid of slang and posture.
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All staff consistently maintains eye contact with guest.
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Guest are graciously provided directions or offered assistance via escort on request.
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All phone calls are answered within three rings.
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All staff demonstrates appropriate behavior.
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All staff demonstrates appropriate hygiene.
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All staff remains vigilant of the surrounding when patrolling the property.
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Monitor all property entrance through constant surveillance.
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Investigate thefts and file necessary reports.
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Prevent the passage of prohibited items on or off the property.
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Monitoring and authorizing entrance of vehicles or people in the property.
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Ensure the personal safety of staff, visitors, and property.
