BSA-Bell-Departure

1. Telephone Greeting (point values 4)

2. Bell Staff Luggage Retrieval Request (point values 4)

Bell Staff must meet the following standards:
? Offer to retrieve car or arrange other transportation
? Estimated time of pick-up provided
o It is acceptable if quote non-specific (e.g., immediately, I'll be right up)
Place call to have luggage picked up prior to check out
Call and Mark No if any of the required standards are not met

3. Staff Service / Touchpoint Service (point values 4)

4. Delivery - Room Delivery Announcement (point values 4)

5. First Impression - Service Behaviors (point values 8)

Mark N/A if any of the following:
? Area not staffed during evaluation
? Facility not present or not available for guest use
The associate must minimally:
? Attempt to acknowledge the guest when standing in a queue, either verbally or non-verbally
? Follow the 15 / 5 (4.6m / 1.5 m) Rule
o Make eye contact and smile at 15 feet (4.6m or 15 steps)
o Maintain eye contact at 5 feet (1.5m or 5 steps)
o Provide a warm greeting/welcome
? Maintain good posture and eye contact through visible engagement and attentive listening
? Be well-groomed and professional wearing clean attire that is in good condition

6. Bell staff greets guest by name and requests permission to enter (point values 4)

Bell staff must:
? Provide a proper greeting and/or salutation
? Request permission to enter the room
? Address you by name during the transaction
It is acceptable if someone other than the bell staff provides luggage assistance
Mark No if any of the required standards are not met

7. Talent is in W Wardrobe (US/CAN) (point values 4)

Mark N/A if you find any of the following:
? Hotel is located in AP, CALA, EMEA
? Hotel is W Escape
? Talent is third party
? Individual previously encountered during the same day
Wardrobe must match one of the looks from the W Wardrobe guide or be a mix/match of elements from guide
? It is acceptable if jackets, coats, jewelry and other additions are added to W Wardrobe look

8. Bell staff confirms all belongings are collected (point values 4)

Bell staff must:
? Ask if you have all your belongings
? Offer to check closets/drawers for belongings
It is acceptable if someone other than the bell staff provides luggage assistance
If luggage is stored, guests must not be asked to identify bags
Mark No if any of the required standards are not met

9. Talent is knowledgeable and confident (point values 2)

Mark N/A if interaction did not allow question
Talent must follow the Remix Luxury service foundation: We master modern, anticipatory service. We read our audience and bring a warm, unscripted approach that delivers on our luxury guest's needs every time.
This means being knowledgeable and confident in interaction
Ask Talent a general, position/interaction-appropriate question during the interaction and Mark No if they are unable to answer

10. Bell staff provides a professional persona (point values 4)

Bell staff must:
? Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
? Offer an escort as well as directions if a location that the guest asked about is not in visible sight
Mark No if you encounter or observe any of the above criteria not met

11. Guest name used during the experience, when known (point values 4)

Mark N/A if any of the following:
? Area not staffed during evaluation
? Facility not present or not available for guest use
The associate must use the guest’s name, when known

12. Closing Guest Interaction – Service Behaviors (point values 4)

Mark N/A if any of the following:
? Area not staffed during evaluation
? Individual previously encountered during consecutive interactions
The associate must minimally:
? Provide a warm and sincere closing
o E.g., “Enjoy your stay”, “Enjoy your afternoon”, “Have a great night”
? Demonstrate appreciation
o E.g., “Thank you for joining us today”, “We appreciate you staying with us”, “It was a pleasure”, “Thank you for your loyalty”

13. The overall experience met guest expectations and was free of negative detractors

14. Bell staff thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful (point values 4)

Bell staff must be:
? Thoughtful

? Intuitive
? Demonstrate anticipatory service when appropriate and helpful
Examples of acceptable anticipatory actions include:
? Reminding guest to check the safe for their computer
? Asking guest if they have all of their charger cables
? Bringing in the newspaper if the guest has it hanging on their door do that they have the option to take it with them
It is acceptable if Bell Staff does not anticipate the "set-up" need or provide any of the examples above, as long as any need is anticipated during interaction
Mark No if you encounter or observe any of the above criteria not being followed

15. Bell staff delivered personalized service during interaction (point values 4)

Mark N/A if opportunity for delivery of personalized service during interaction not available
Bell staff must deliver personalized service during interaction, using something the associate learned about the guest
Mark No if personalized service not delivered during interaction

16. Bell staff owns and resolves guest's requests and opportunities immediately (point values 4)

Mark N/A if any of the following:
? No problem or concern was encountered
Bell staff must:
? Listen actively
? Empathize - Express empathy
? Apologize and assume ownership
? Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution
? Notify/Thank the guest to confirm their satisfaction
Mark No if the Bell staff :
? Does not actively listen to you

? Does not express empathy
? Does not offer an apology
? Does not solve the problem within 10 minutes
? Does not provide any special touch beyond mere resolution
? Does not confirm your satisfaction

17. Rate Emotional Engagement with interaction (point values 0)

Mark N/A if interaction not completed
After your experience, rate your interaction:
? Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual
? Neutral engagement: Respected, Understood, Content – not swayed positively or negatively
? Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated
Scoring Methodology:
? Positive – 2 of 0 points
? Neutral – 0 of 0 points
? Negative – -2 of 0 points

18. Appropriate verbiage used and genuine care and interest shown (point values 4)

Mark N/A if you find any of the following:
? Area not staffed during evaluation
? Service or area is not evaluated
Agent must:
? Use appropriate verbiage with genuine delivery
o For example: "Certainly", "My Pleasure", "Immediately", "I would be happy to"
? It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, “habibi”, “OMG”)
? Engage in warm conversation to show genuine concern and interest in the guest
Mark No if you encounter or observe any of the following:
? Does not engage in warm conversation
? Inappropriate verbiage or jargon used