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S1. Concierge Services <br />aD <br />• Concierge Is on duty with limited hours of availability <br />Concierge is on duty, or a "special services" number is available for guests, 24/7 <br />• Attendant provides a warm and sincere greeting <br />Attendant uses guest's name at least once prior to closing <br />Attendant exhibits a sincere desire and compliance to all guest requests <br />Attendant anticipates guest's needs or offers a personalized recommendation <br />• Attendant demonstrates a general knowledge of area attractions and services <br />Attendant demonstrates an extensive knowledae of area attractions and service: <br />,vrcenaam rwrnis guesc s special reques[(s) <br />Attendant is efficient yet unhurried and sensitive to the manner of the guest <br />X Attendant provides a warm and sincere closing <br />Attendant addresses guest by name during closing <br />X The guest feels well served <br />22. Miscellaneous Staff Services <br />aD <br />All associates exhibit a professional vocabulary that is devoid of common slang <br />Guests are graciously escorted to areas when directions are requested <br />All associates consistently maintain eye contact with guests <br />There is evidence that all associates are empowered by management to resolve guest issues <br />immediately <br />• All staff associates fulfill guest's special request(s) <br />All phone calls are answered promptly within three rings <br />• All associates are appropriately attired; name tags are clearly visi <br />• All associates demonstrate appropriate behavior <br />Short - notice pressing is available <br />Shoe shine service is available <br />• Accurate pre - programmed phones <br />• Miscellaneous charges are billed directly to the guest room <br />Butler services are available for all rooms <br />• At least one food and beverage outlet is comparable to a Three Diamond rating <br />At least one food and beverage outlet is comparable to a Four Diamond rating <br />At least one food and beverage outlet is comparable to a Five Diamond rating <br />558=45 <br />