The Front Desk Expectation

The Front Desk Expectation will epitomize the art of providing an outstanding guest experience and promote our
guests to return frequently. It is the responsibility of every Front Desk Associate to follow expectations daily and
adhere to the criteria, verbiage, guidelines and tasks for the registration process of each of our guests. Listed
below are the expectations for registration and departure.
Registration
 Our guest will not wait longer than thirty seconds in line without the acknowledgement from a Front Desk
Associate.
 Upon arrival, the Front Desk Associate will smile, make eye contact and speak clearly in a professional
tone (avoiding slang phrases).
 The Front Desk Associate will offer a warm friendly greeting and proper salutation. For example: Good
morning Mrs. Johnson, how may I assist you today?
 The Front Desk Associate will be approachable and pleasant at all times.
 The Front Desk Associate will always introduce themselves to our guests.
 Once our guest’s name is established, it will be used discreetly at least 3 times during check in.
 The Front Desk Associate will provide a complete description of the registration card: departure date,
suite rate, and verifying guest information.
 The Front Desk Associate will request a signature on the registration card and initials.
 The Front Desk Associate will advise our guest of our smoking policy.
 The Front Desk Associate will ask for a form of payment and photo identification.
 The Front Desk Associate will hand the credit card back to our guest using both hands and never placing
the card on the counter in front of our guests.
 The Front Desk Associate will discreetly indicate where the suite is written on the key packet without
saying the suite number out loud.
 The Associate will offer our guest the choice of two complimentary newspapers.
 The Front Desk Associate will reintroduce our guest to the Bell Desk for luggage assistance and escort to
suite.
 The Front Desk Associate will offer an escort to suite unless they specifically decline.
 The Front Desk Associate will reassure that the staff is available 24 hours a day for assistance.
 The Concierge service will be mentioned at registration for show and restaurant reservations.
  The Front Desk Associate will mention the hours of operations for spa, restaurant, gift shop and business
center.
 The Front Desk Associate will always bid our guest a pleasant goodbye and finished the registration
process with “Is there anything else that I may assist you with?”
 The Front Desk Associate will be professionally attired in a clean and pressed uniform.
 The Front Desk Associate will appear polished and well fitted.
 The Front Desk Associate will be friendly and polite during each conversation.
 The Front Desk Associate will maintain proper posture when in view of our guest. Folded arms, slouching,
congregating in front area and excessive chatting is not acceptable.
 The Front Desk Associate will present their business card to our guest at the end of registration.
 The Front Desk Associate will pay attention to detail and use conversation and our guest’s body language
to anticipate any needs without prompting from our guest.

In addition to the above expectations, the Front Desk Associate will also prepare for the guest arrival experience.
The Front Desk Associate will observe the main drive activity when he or she is not with one of our guests or as
business demands dictate. The Associate will meet our guest and Doorman at the Bell Desk. The doorman will
introduce our guest by name to the Front Desk Associate. The Front Desk Associate will welcome the party and
proceed to walk them over to the front desk podium to begin the registration process. The Front Desk Associate
will inform and offer our guest a complimentary beverage and oshibori towel.

Upon registration completion, the Front Desk Associate will observe if a bellman is available to escort our guest
with their luggage. In the event the bellman is not available, the Attaché Associate will escort our guests to the
elevator and inform them the bellman will be at the suite shortly to offer a full room orientation.
Registration Example
Listed below is an example of how Jesse (Front Office Agent) will register a guest at XX Hotel and Tower.
The Front Desk Associate will meet the Doorman mid lobby and the Doorman will introduce our guest to the
associate. With a bright smile the associate will say “Welcome Mr. Rogers to the XX Hotel and Tower. My name is
Jesse and I will be registering you today. Jesse walks Mr. Rogers to the podium and enters our guest information in
Visual One. “Mr. Rogers we have you residing in our One Bedroom Suite for 3 evenings. May I verify your
identification and credit card to secure charging privileges?” Mr. Rogers presents credit card and identification.

Jesse replies “Thank You Mr. Rogers”. Jesse asks “May we use the address that is listed on your driver’s license as a
mailing address?” “Are there any additional names that I may add to your reservation?” Jesse will then present the
registration card with both hands and says “Mr. Rogers, May I ask you to review your registration card with me?”
rd
“We have you departing on Saturday, March 23 at 11:00AM. Please confirm your evening rates. “ “While residing
with us, you do have access to our 24 hour in-suite dining, DJT, H2EAU restaurants, gift shop and recreational area.
th
Our recreational area is located on the 7 level and is home to our fitness center, spa, pool, 24 hour business
center and H2EAU restaurant. The Spa at XX is available to you Monday through Saturday from 8am to 8pm and on
Sundays from 8am-6pm and DJT restaurant is available daily from 6:30am to 2:00am. Our front desk, concierge
and guest services are available to you 24 hours if you should need further assistance.

Mr. Rogers, allow me to present your key packet. The number that I have circled is your suite number for you
accommodations. Shirley will escort you to the elevator and our bellman will follow momentarily with your
luggage. Is there anything else that I may assist you with? Mr. Rogers, here is my business card. Please feel free to
contact me with any questions during your stay. Have a pleasant stay.”
Departure Service
 Our guest will not wait in line without acknowledgement.
 The Front Desk Associate will smile, make eye contact and speak clearly in a professional tone (avoiding
slang phrases).
 The Front Desk Associate will offer a warm and friendly greeting and proper salutation. For example:
“Good Morning Mr. Garces, How may I assist you?”
 The Front Desk Associate will be approachable and pleasant.
 The Front Desk Associate will always introduce themselves to our guest.
 The Front Desk Associate will confirm our guest’s name and suite number.
 The Front Desk Associate will use our guest’s name at three times during departure service.
 The Front Desk Associate will genuinely inquire about our guest’s stay to ensure satisfaction.
 The Front Desk Associate will print the folio for our guest to review and confirm that all charges are
accurate.
 The Front Desk Associate will verify that the method of payment used at registration will be used to settle
the final bill.
 The Front Desk Associate will ask our guest if they have completely vacated the suite.
 Once the charges are approved by our guest, the associate will present a final bill showing a zero balance
without announcing the total amount charged. The associate will also show our guest the method of
payment used.
 The Front Desk Associate will offer to place the guest folio in the departure envelope. If our guest accepts
the envelope, our guest’s folio will be neatly folded and presented in a Trump logo departure binder.
 The Front Desk Associate will offer luggage assistance or luggage storage to our guest.
 If a car was parked with valet, the associate will offer to call for the vehicle.
 The Front Desk Associate will be genuine and friendly and polite during the conversation.
 The Front Desk Associate will always maintain proper posture when in view of our guest. Folded arms,
slouching congregating in one area and excessive chatting will not be permitted.
 The Front Desk Associate will pay attention to detail and use conversation and guest’s body language to
anticipate our guest’s needs without prompting from our guest.
 The Front Desk Associate will be professionally attired in a clean and pressed uniform.
 The Front Desk Associate will bid a sincere farewell and thank our guest for staying with us.
Telephone Departure
 If the departure service is conducted by telephone, the associate answer the phone within three rings.
 The Front Desk Associate will use the proper telephone greeting. For example: “Good Morning, Front
Desk how may I assist the Johnson party.”
 The Front Desk Associate will use the phone display to identify our guest by name.
Departure Example
Listed below is an example of how a guest will depart at XX Hotel and Tower.
As our guest approaches our desk, the Associate will begin with a greeting. “Good Afternoon how may I assist
you?” Once our guest acknowledges that he is departing, the associate will begin the departure process. “My name
is Jaeden. May I have the suite number for your accommodations? Would you please provide me with your last
name?” “Mr. Trump, allow me to print your folio”. Did you enjoy your experience with us? Did you get an
opportunity to indulge yourself at the spa?”

Jaeden presents the folio to Mr. Trump with both hands. “May I ask you to review your folio?” “Are the all of the
charges on the folio correct? Once Mr. Trump verifies all is correct, Jaeden asks “May I apply the charges to the
credit card that you provided at registration?” Allow me to print a folio with a zero balance for your records.” “May
I place your folio in an envelope for you?” “Mr. Trump, would you need assistance with your luggage or did you
need transportation arranged to your next destination?” “May I assist you with anything further?” “Mr. Trump,
thank you for staying with us and have a pleasant trip. We look forward to seeing you again soon.”