Title Page
-
Conducted on
-
Prepared by
-
Location
Front Desk Star Class
-
Star Class´s attendant welcomes guest with a broad SMILE and standing up.
-
Star Class´s attendant invites them to enjoy their welcome cocktail. “Welcome Mr and Mrs (…) Please allow us to welcome you with this cocktail”
-
In the case of children, Star Class´s attendant gives to each kid a “Max & Ruby” paper and package of crayon by hand. (See annex 1“Max & Ruby” paper and package of crayons.
-
Star Class´s attendant introduces him or herself again and asks guest for their voucher. “My name is (…) (broad smile and eye contact). How was your flight? May I have your check in coupon?”
-
Star Class´s attendant looks for the guest´s check in card.
-
Star Class´s attendant checks the reservation on the system and looks for additional information, such as repeat guests or the reason for their visit (honeymoon, anniversary…).
-
If the information is available, Star Class´s attendant refers to the celebration Diamond . “We are happy that you have decided to celebrate your anniversary with us”
-
If the information is not available, Star Class´s attendant asks guest if this is their first time at the Hotel or if they are celebrating anything special. “Is this the first time you visit us or Blue Diamond group?”
-
Star Class´s attendant asks guest for their passports to scan them.
-
Star Class´s attendant asks guest to fill in the email section only in the Registration Form (if it is not available already) and for their signature on the privacy notice at the reverse of the Registration Form. (see annex 2 –Registration Form)
-
Star Class´s attendant puts on the guest´s wristbands: “Mr and Mrs (...) here are your wristbands. These give you access to All Inclusive system at the hotel. They are also the keys to your room and allow you to make room charges directly to your room at the various consumer centers. In the case of any inconvenience with your keys, please contact Star Class”
-
In the case of children, Star Class´s attendant must always check with the parents if they wish their children to be able to make room charges and if they want their wristbands to be programmed as keys.
-
Star Class attendant will ask guest for a credit card or cash hold for services at any revenue outlets.
-
“Mr and Mrs (…) may we recommend that you leave a credit card imprint or cash deposit on your room to cover incidentals during your stay. All unused portions will be returned to you upon check out”
-
Star Class´s attendant writes down the room number and initial on the Registration Form, this will help in following up on potential issues thought their stay.
-
Star Class´s attendant logs the check in on the system (never leave reservation without completing check in). Otherwise, guest won´t be able to use the room IPTV or access their Wifi Connection.
-
Star Class´s attendant gives them the Welcome Kit (see annex 4Welcome Kit) and provides information in the following order:
-
Wifi access information
-
Location of the Front Desk
-
Location of the Beach, Pool and Towel Gazebo
-
Location of Spa
-
Location of the Buffet and theme restaurants area. Mention that information on service hours for each restaurant can be found at the IPTV.
-
Star Class´s attendant only mentions the buffet hours.
-
If the room is clean vacant, Star Class´s attendant describes the room. Always inform them of their room number in a discreet tone of voice.
-
Star Class´s attendant offers a room upgrades (if available).
-
At the end of check in, Star Class´s attendant suggest them consume centers depends on arrival time.
-
Star Class´s attendant asks guest if they have any question about our services.
-
Star Class´s attendant asks them to go back to Bell Boy so they may mark their luggage and help them get to their room. “For any question, please contact us. We are open 24 hours. My name is (...) it is been a pleasure!!”. “Please, contact Bell Boy and tell them your room number and point out your luggage to them”
-
Star Class´s attendant addresses guest by name during closing. “Have a wonderful stay, Mr and Mrs……”
Service Standard
-
Star Class is on duty or a “special services” number is available for guest use 24/7.
-
Star Class´s lounge opens from 07.00 am to 23.00 pm.
-
Star Class´s check in information doesn’t exceed the 5 minutes.
-
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.
