Audit
Bell staff was present as required
Bell staff provides an orientation of hotel's services and facilities during escort
No escort provided, two facilities not explained, promotions not explained for repeat guests
Luggage is delivered in a timely fashion
is delivered within 10 minutes, Never asked to identify the luggage,
Elevator/rooming etiquette meets standard
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
offer complimentary pressing for club, inform guest for internet connection, ask for satisfaction
Bell staff explains/demonstrates at least 3 features of guestroom
Coffee machine, in room safe, emergency exit, lights, in rom audio, thermostat control, drapery etc.
Bell staff places guest's luggage properly
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
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
Warm welcome/greeting provided
Bell staff provides a warm welcome (Three Steps of Service)
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Bell staff uses appropriate verbiage and shows genuine concern
uses jargons, does not engage in warm conversation
Bell Staff does not decline a request without offering alternatives
Bell staff is "On Stage"
earpiece not used, escort not offered, non work related matters discussed
Well-groomed and professional, wearing a uniform
Bell staff takes pride in and care of personal appearance
Bell staff anticipates need(s) (Three Steps of Service)
Guest name used during the experience, when known
Further assistance offered to the guest
Warm and sincere closing offered and appreciation demonstrated
Bell staff provides a fond farewell (Three Steps of Service)
provide own name at anytime
Bell staff enhances emotional engagement (positive)
Bell staff enhances emotional engagement (negative)
The overall experience met guest expectations and was free of negative detractors
Employee was present as required
Telephone - Telephone etiquette meets standard
Bell staff luggage retrieval request meets standard
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
Delivery - Room delivery announcement meets standard
Bell staff arrives in a timely fashion
within 5 minutes if pre arranged and 8 minutes if not pre arranged
Bell staff greets guest by name and requests permission to enter
greets, seek permission, uses guest name
Bell staff confirms all belongings are collected
must ask if you have all belongings, must ask to check drawers
Bell staff escorts guest to Front Desk
Bell Staff owns and resolves guest's requests and opportunities immediately
Warm welcome/greeting provided
Bell staff provides a warm welcome (Three Steps of Service)
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Bell staff uses appropriate verbiage and shows genuine concern
Bell staff does not decline a request without offering alternatives
Bell staff is "On Stage"
Well-groomed and professional, wearing a uniform
Bell staff takes pride in and care of personal appearance
Guest name used during the experience, when known
Bell staff anticipates need(s) (Three Steps of Service)
Further assistance offered to the guest
Warm and sincere closing offered and appreciation demonstrated
Bell staff provides a fond farewell (Three Steps of Service)
Bell staff enhances emotional engagement (positive)
Bell staff enhances emotional engagement (negative)
The overall experience met guest expectations and was free of negative detractors
