Service Level Bell Staff

Arrival

Luggage assistance is offered upon guest’s arrival

Attendant proactively approaches guests whenever possible; guests on queue are acknowledged

Attendant provides a warm and sincere greeting, using guest's name – as a signal of recognition

Attendant is extremely well-spoken, polite and clear, avoiding slang and phrase-fragments.

Attendant readily smiles and maintains an engaging expression

Attendant makes eye contact, and keeps focus on the guest

Attendant exhibits a genuine sense of interest and concern for guest’s satisfaction (not robotic)

Attendant exhibits the ability to anticipate needs; not always requiring prompting by guest

If referring guest to another department or staff, guest does not have to fully repeat himself

Attendant appears to be extremely well-informed about requirements within their department.

Attendant appears to be generally well informed about entire hotel; or obtains effective and prompt assistance

Baggage service is secure, seamless and does not require the guest to identify or prompt for baggage at any time once a hotel staff member has accepted it

Claim checks are always issued to guests when storing luggage

Orientation to the hotel is discreet and helpful, consisting of not more than four relevant and important facts, (i.e. breakfast venue) but not delaying the guest’s arrival in the room.

Baggage service is easy and efficient, arriving within ten minutes of registration completion and stowed conveniently.

Delivery With Escort, Attendant was politely conversant with the guest while in transit to the room.

Delivery With Escort, Attendant opened the guestroom door using the guest’s key and turns on the lights in the rooms

Delivery Without Escort, Attendant positions self in front of viewfinder, knocks on door, announces department and awaits response by guest.

Attendant uses a doorstop to prop the guestroom door open during delivery.

Attendant leaves the luggage cart in the corridor and luggage is carried into the room by the Attendant

Attendant hangs garment bag(s) in the closet and places luggage on the luggage stand or in an appropriate area

Orientation to the guest room is discreet and helpful, including only facilities or services which might otherwise be overlooked, or are unique.

Attendant offers to fill ice bucket

Attendant checks the bathroom supplies and reports any missing items for the guest

Attendant inquires if there are any other ways to be of service

Attendant politely closes interactions with final appreciative or anticipatory remarks, using the guest’s name – as a signal of recognition

FIVE STAR SERVICE STANDARDS

Attendant is attired in professional, clean and well-fitted uniform

Attendant is extremely well groomed

Attendant maintains alert posture; no hands in pockets, folded arms: Staff avoids excessive personal chatting amongst themselves: Staff does not smoke, drink, or eat in guest view.

Attendant does not decline any request without offering appropriate alternatives

Attendant makes the guest feel genuinely welcomed, as if the attendant is happy to see him

Attendant give the impression that the guest’s arrival was anticipated and prepared – not feeling that the guest is “just one of many.”

Attendant provides efficient service without excessive delays or interruptions to the guest’s arrival experience.

Departure

Luggage assistance is provided 24 hours a day

Baggage service is secure, seamless and does not require the guest to identify or prompt for baggage at any time once a hotel staff member has collected it from the room

Operator and Attendant are extremely well-spoken, polite, and clear, avoiding slang and phrase-fragments

Service number is answered within three rings

Operator provides a warm and sincere greeting, using guest's name as a signal of recognition

Operator exhibits a sincere desire and compliance to all guest requests

Operator exhibits the ability to anticipate needs; not always requiring prompting by the guest

Operator offers to retrieve car or arrange other transportation

Operator asks if there are any other ways to be of service

Operator politely closes interactions with final appreciative or anticipatory remarks

Operator addresses guest by name during closing as a signal of recognition

Operator appears to be extremely well-informed about requirements within their department.

Attendant arrives promptly; if not within eight minutes, guest is notified of delay at time of request

Attendant provides a warm and sincere greeting, using guest's name as a signal of recognition

Attendant readily smiles and maintains an engaging expression

Attendant makes eye contact, and keeps focus on the guest

Attendant exhibits a genuine sense of interest and concern for the guest’s satisfaction

Attendant exhibits the ability to anticipate needs; not always requiring prompting by guest

Attendant appears to be extremely well-informed about requirements within their department

Attendant exhibits a sincere desire and compliance to all guest requests

Attendant inquires about the quality of the guest’s stay

Attendant is conversant with the guest while providing assistance

Attendant inquires if there are any other ways to be of service

Attendant does not decline any request without offering appropriate alternatives

Attendant thanks the guest for staying at the hotel and invites the guest to return again

Attendant politely closes interactions with final appreciative or anticipatory remarks

Attendant addresses guest by name during closing as a signal of recognition

Attendant is attired in a professional, clean, and well-fitted uniform

Attendant is extremely well groomed

Attendant maintains alert posture; no hands in pockets, folded arms: Attendant avoids

excessive personal chatting amongst themselves: Attendant does not smoke, drink, or eat in guest view

Attendant gives the guest the impression that they are genuinely appreciative of their visit and would welcome them back the next time

Attendant give the impression that they are genuinely concerned about a safe, swift, and seamless departure for the guest

Attendant provides assistance without excessive delays or interruptions

Staff – General Styles of Service

All associates exhibit a professional vocabulary

Guests are graciously escorted to areas when directions are requested

All associates consistently maintain eye contact with guests

There is evidence that all associates are empowered by management to resolve guest issues immediately

All associates are appropriately attired; name tags

All associates are enthusiastic and attentive with guests

All associates will use the guest’s name as much as possible if known

“Asking” questions (rather than “Demanding” questions) will be used with guests

All associates will be knowledgeable of the hotel, its services and amenities – always suggesting its own outlets first to our guests.

All associates demonstrate anticipatory services when interacting with guests

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Associate’s Signature Date

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Supervisor’s Signature Date