55B - RESO -HOTEL INCENTIVE PROG

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2. Arrival Services _ 4D • Attendant provides a warm and sincere greeting; recognizes guest appropriately • Attendant inquires about guest's name Attendant addresses guest by name during initial greeting without inquiry Attendant uses guest's name at least once prior to closing Staff associate acknowledges with a warm and welcoming greeting) guests waiting in • Registered guests are not asked for duplicate information • Attendant confirms rate and type of room • Attendant provides room number discreetly Attendant places all registration materials into the guest's hand Attendant exhibits a sincere desire and compliance to all guest requests Attendant anticipates guest's needs or offers a personalized recommendation Attendant is efficient yet unhurried and sensitive to the manner of the guest X Attendant arranges escort of guest and belongings to room Attendant provides introduction to escort • Attendant provides a warm and sincere closing Attendant addresses guest by name during closing • The guest feels well served 55B3140 4D Cars in queue are acknowledged and directed as appropriate upon arrival • Uniformed attendant promptly opens the car door • Attendant provides a warm and sincere welcome greeting • Attendant makes a proper introduction X Attendant inquires about the guest's name Attendant uses guest's name at least once prior to closing.. X Attendant explains parking procedure Valet parking is automatic X Attendant promptly unloads luggage X Attendant explains luggage handling procedure X Attendant provides direction to registration area Attendant anticipates guest's needs or offers a personalized recommendation Attendant is efficient yet unhurried and sensitive to the manner of the guest Attendant exhibits a sincere desire and compliance to all guest requests Attendant escorts guest to appropriate area X Attendant provides a warm and sincere closing Attendant addresses guest by name during closing X The guest feels well served Lobby greeters are available to escort guest to appropriate area 3. Check In Services 4D • Attendant provides a warm and sincere greeting; recognizes guest appropriately • Attendant inquires about guest's name Attendant addresses guest by name during initial greeting without inquiry Attendant uses guest's name at least once prior to closing Staff associate acknowledges with a warm and welcoming greeting) guests waiting in • Registered guests are not asked for duplicate information • Attendant confirms rate and type of room • Attendant provides room number discreetly Attendant places all registration materials into the guest's hand Attendant exhibits a sincere desire and compliance to all guest requests Attendant anticipates guest's needs or offers a personalized recommendation Attendant is efficient yet unhurried and sensitive to the manner of the guest X Attendant arranges escort of guest and belongings to room Attendant provides introduction to escort • Attendant provides a warm and sincere closing Attendant addresses guest by name during closing • The guest feels well served 55B3140