55E - RESO - HOTEL INCENTIVE PROGRAM

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11. Concierge Services 413 • Concierge is on duty with limited hours of availability Concierge is on duty, or a "special services" number is available for guests, 24/7 • Attendant provides a warm and sincere greeting Attendant uses guest's name at least once prior to closing Attendant exhibits a sincere desire and compliance to all guest requests Attendant anticipates guest's needs or offers a personalized recommendation X j Attendant demonstrates a general knowledge of area attractions and services IUAttendant demonstrates an extensive knowledge of area attractions and services Attendant fulfills guest's special request(s) Attendant is efficient yet unhurried and sensitive to the manner of the guest Attendant provides a warm and sincere closing Attendant addresses guest by name during closing Th e guest feels well served Miscellaneous Staff Services 4D All associates exhibit a professional vocabulary that is devoid of common slang 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 staff associates fulfill guest's special request(s) All phone calls are answered promptly within three rings • All associates are appropriately attired; name tags are clearly visible • All associates demonstrate appropriate behavior • All associates demonstrate appropriate hygiene Short - notice pressing is available Shoe shine service is available • Accurate pre - programmed phones • Miscellaneous charges are billed directly to the guest room Butler services are available for all rooms • At least one food and beverage outlet is comparable to a Three Diamond rating At least one food and beverage outlet is comparable to a Four Diamond rating At least one food and beverage outlet is comparable to a Five Diamond rating —36- 55E-45