RCR BA

• Conducted on

  Date

• Prepared by

• Location
  Address

Bell Arrival

• Bell staff was present as required

  Yes

  No

  N/A

• Bell staff provides an orientation of hotel's services and facilities during escort

  Yes

  No

  N/A

• No escort provided, two facilities not explained, promotions not explained for repeat guests

• Luggage is delivered in a timely fashion

  Yes

  No

  N/A

• is delivered within 10 minutes, Never asked to identify the luggage,

• Elevator/rooming etiquette meets standard

  Yes

  No

  N/A

• Escort guest, Open the door for guest and hold it open, allow guest to enter elevator first

• Bell staff confirms guest's satisfaction and comfort with guestroom

  Yes

  No

  N/A

• offer complimentary pressing for club, inform guest for internet connection, ask for satisfaction

• Bell staff explains/demonstrates at least 3 features of guestroom

  Yes

  No

  N/A

• Coffee machine, in room safe, emergency exit, lights, in rom audio, thermostat control, drapery etc.

• Bell staff places guest's luggage properly

  Yes

  No

  N/A

• If not escorted must ask permission to enter, Use door stop, ask guest prior placing luggage, hang garment bag, place bag on the rack

• Bell staff places guest's other belongings properly

  Yes

  No

  N/A

• mark N/A if guest does not have a laptop/vanity bag, place brief case near desk, place vanity kit in bathroom, offer to hang coat in closet

• Bell Staff owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Bell staff provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Bell staff uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• uses jargons, does not engage in warm conversation

• Bell Staff does not decline a request without offering alternatives

  Yes

  No

  N/A

• Bell staff is "On Stage"

  Yes

  No

  N/A

• earpiece not used, escort not offered, non work related matters discussed

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Bell staff takes pride in and care of personal appearance

  Yes

  No

  N/A

• Bell staff anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Bell staff provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• provide own name at anytime

• Bell staff enhances emotional engagement (positive)

  Yes

  No

  N/A

• Bell staff enhances emotional engagement (negative)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Bell Departure

• Employee was present as required

  Yes

  No

  N/A

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Bell staff luggage retrieval request meets standard

  Yes

  No

  N/A

• offer to retrieve car, provide estimated time of pick up, more than 5 minutes delay Must be informed to the guest,

• Telephone – Warm welcome/greeting provided

  Yes

  No

  N/A

• Delivery - Room delivery announcement meets standard

  Yes

  No

  N/A

• Bell staff arrives in a timely fashion

  Yes

  No

  N/A

• within 5 minutes if pre arranged and 8 minutes if not pre arranged

• Bell staff greets guest by name and requests permission to enter

  Yes

  No

  N/A

• greets, seek permission, uses guest name

• Bell staff confirms all belongings are collected

  Yes

  No

  N/A

• must ask if you have all belongings, must ask to check drawers

• Bell staff escorts guest to Front Desk

  Yes

  No

  N/A

• Bell Staff owns and resolves guest's requests and opportunities immediately

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Bell staff provides a warm welcome (Three Steps of Service)

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Bell staff uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Bell staff does not decline a request without offering alternatives

  Yes

  No

  N/A

• Bell staff is "On Stage"

  Yes

  No

  N/A

• Well-groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Bell staff takes pride in and care of personal appearance

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Bell staff anticipates need(s) (Three Steps of Service)

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Bell staff provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Bell staff enhances emotional engagement (positive)

  Yes

  No

  N/A

• Bell staff enhances emotional engagement (negative)

  Yes

  No

  N/A

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

  Yes

  No

  N/A