FIVE STAR SERVICE STANDARDS

Service Level

Engineering
Guest Interactions Associate proactively greets guests whenever possible; for example, engineer passing by in the corridor. Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments. Associate readily smiles and maintains an engaging expression Associate makes eye contact, and keeps focus on the guest. Associate exhibits a genuine sense of interest and concern for guests satisfaction. Associate exhibits the ability to anticipate needs; not always requiring prompting by guest. Associate appears to be extremely well-informed about requirements within their department. Associate appears to be generally well-informed about entire hotel; or obtains effective and prompt assistance. Associate uses the guests name as a signal of recognition. Associate politely closes interactions with final appreciative or anticipatory remarks. Associates maintains alert posture; no hands in pockets, folded arms; associate avoids excessive personal chatting amongst themselves; staff does not smoke, drink or eat in guest view. Guest Repair Service Associate ensures that an Attendant On Duty door tag is placed on the outside of the guestroom door and if an engineering cart is being used, it is positioned in front of the guest room door in the hallway. Associate ensures that the guestroom doors are not left ajar at any point in time while the room is being serviced. The Associate knocks on the door announcing the department and provides sufficient time for the guest to respond before re-knocking. The Associate offers a friendly greeting (Good afternoon) using the guests name as a signal of recognition. The Associate was professionally groomed and wearing the appropriate uniform including dog tags. The Associate completes the service task in a manner not disturbing or inconveniencing to the guest. If the Associate needs to leave the room to retrieve additional materials while the guest is in the room, the Associate will explain to the guest his expected absence time required. While servicing an occupied room when the guest is not present, the Associate leaves a Services Rendered document informing the guest that work has been completed. At the conclusion of the service, the Associate offers further assistance and responds appropriately. The Associate offers a friendly farewell to the guest using the guests name as a signal of recognition. Staff

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 guests 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. Associate demonstrate anticipatory services when interacting with guests

_________________________________________________________ Associates Signature

___________________ Date

_______________________________________________________ Supervisors Signature

___________________ Date