GOLD THE STANDARDS

BASICS

1. BE ON TIME.

2. BE IN PROPER UNIFORM WITH NAME TAG!

3. OWN IT! IT’S YOUR HOTEL.

4. PICK IT UP! CLEAN, CLEAN, CLEAN!

5. ESCORT YOUR GUEST – DON’T POINT OUT DIRECTIONS.

6. TAKE PRIDE AND JOY IN YOUR WORK.

7. USE THE GUEST’S NAME AT EVERY OPPORTUNITY.

8. BE EMPOWERED! BE ACCOUNTABLE!

9. BE PROFESSIONAL AND RESPECTFUL OF OTHERS.

10. REPORT IT! COMPLETE MAINTENANCE REQUEST SLIPS.

11. SMILE AND HAVE FUN.

12. COMMUNICATE

13. ”FIFTEEN” MINUTES REPONSE TIME.

14. SAFETY! SAFETY! SAFETY!!!.

15. KNOW YOUR GUESTS.

 GROOMING STANDARDS

1. BATH/SHOWER DAILY.

2. BRUSH TEETH AFTER EACH MEAL.

3. USE DEODORANT -REFRESH THROUGHOUT THE DAY

AS NECESSARY.

4. USE PERFUME/COLOGNE IN MODERATION.

5. NAILS MUST BE KEPT CLEAN AND NEATLY TRIMMED.

6. HAIR MUST BE NEAT, CONSERVATIVE AND IN PLACE

THROUGOUT THE DAY.
ACCEPTABLE VERBIAGE TO COMMUNICATION WITH A GUEST.

1. GOOD MORNING /GOOD AFTERNOON/GOOD EVENING.

2. WELCOME TO THE……………. .

3. HOW MAY I ASSIST/HELP YOU MR/MRS………….

4. DID YOU ENJOY YOUR STAY?

5. CERTAINLY……..I WILL BE HAPPY….. .

6. I APOLOGIZE……. .

7. RIGHT AWAY…….

8. I BEG YOUR PARDON MR/MRS….. .

9. PLEASE ALLOW ME TO…….

10. HAVE A PLEASANT DAY/OR TRIP.

11. I HOPE TO SEE YOU ON YOUR NEXT VISIT.

12. MAY I DIRECT TO…….

13. THANK YOU FOR….. .