55E - RESO - HOTEL INCENTIVE PROGRAM

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'The AAA Four Five Diamond Rating These prestigious ratings are achieved by less than four percent of all Approved properties— typically the most luxurious and pampering properties throughout North America. Less than one third of one percent of lodgings receives the Five Diamonds Rating while approximately three and one half percent receives the Four Diamond® Rating. Establishments must consistently reflect upscale and extraordinary characteristics (respectively) in both physical attributes and level of guest services. If the AAA inspector determines that your establishment meets our Four or Five Diamond Guidelines, the property will next be scheduled for an anonymous hospitality evaluation. Only the Four and Five Diamond evaluations incorporate a review of twelve critical service areas and measure over 300 guest interaction points into the overall rating. In addition, all Five Diamond Rating recommendations are forwarded to AAA's Five Diamond Committee for further review. Once the committee's assessment is concluded, the establishment will be advised in writing of the outcome. Four and Five Diamond Service Expectations IN ADDITION TO THE FOLLOWING GUEST SERVICE INTERACTION POINTS, each section is assessed a subjective point value based on the overall levels of competency, refinement, and hospitality. 1. Reservation Services 4D • Accepted 24 hours, either at property or through a central reservation system • Operator answers phone promptly within three rings • Operator provides a warm and sincere greeting • Reservationist thanks caller for contacting the property • Reservationist provides an introduction X Reservationist asks for caller's name Reservationist addresses caller by name prior to closing Reservationist anticipates caller's needs or offers a personalized recommendation • Reservationist provides rate structure and room availability • Reservationist provides an overview of facilities and services Reservationist exhibits competent knowledge of all associated facilities and hours of operation • Reservationist collects registration information • Reservationist explains deposit and cancellation policies • Reservationist explains unusual payment options • Reservationist reviews reservation request Reservationist exhibits a sincere desire and compliance to all guest requests • Reservationist provides confirmation number or contact's name Reservationist is efficient yet unhurried and sensitive to the manner of the guest • Reservationist provides a warm and sincere thank you to guest for calling Operator addresses guest by name during closing • The guest feels well served Property offers follow -up reservation confirmation to guest in advance of arrival –30- 55E-39