Title Page
-
Conducted on
-
Prepared by
-
Location
-
Check-In information is correct
-
Loyalty program is addressed properly
-
Length of Check-in experience meets standard (8 min)
-
If checking into a club level room, instruction is given for club level location, key access, F&B presentations and hours of operation
-
Front Desk Agent assigns correct room type
-
Room key presentation meets standard
-
- Mark no if agent did not step around desk, required number of keys not asked
-
Guest room keys and key packets meet standards
-
Mark No if keys have room number, key do not have RC logo, keys have advertising or key packet not being used
-
Delays in check-in were not excessive
-
Room number is provided discretely, non verbally
-
Front desk agent facilitates luggage assistance and escorts to guest room
-
Front desk agent owns and resolves guest's requests and opportunities immediately
-
If standing in a queue, an attempt to acknowledge the guest was made in timely manner
-
Warm welcome/greeting provided
-
Front desk agent provides a warm welcome (Three steps of service)
-
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
-
Front desk agent uses appropriate verbiage and shows genuine concern
-
Front desk agent does not decline a request without offering alternatives
-
Front desk agent/Club concierge is "On Stage"
-
Well groomed and professional, wearing a uniform
-
Front desk staff takes pride in and care of personal appearance
-
Front desk agent anticipates needs
-
Guest name used during the experience when known
-
Further assistance offered to the guest
-
Warm and sincere closing offered and appreciation demonstrated
-
Front desk agent enhances emotional engagement (Positive)
-
Front desk agent enhances emotional engagement (Negative)
-
Ritz-kids check-in is in place