Telephone conversation is calm and clear., The Guest is always asked for permission before being placed on hold., No telephone hold exceeds 30 seconds without offering a call-back., Staff acknowledges the Guest when appropriate and reasonable possible., Staff is highly articulate and avoids slang or excessive use of phrase-fragments., Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction., Staff readily smiles and maintains an engaging expression., Staff makes eye contact and remains focused on Guest., Staff exhibits a genuine sense of interest and concern for the Guest., Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful., Cross-departmental channels of communication among staff are consistent and complete., Staff performs the requirements of their department knowledgeably and proficiently., Staff can confidently answer questions about the entire hotel or promptly seek effective assistance., The Guest’s name is used naturally as a signal of recognition., Staff closes interactions with polite and appropriate remarks., All staff encountered wear professional, clean, and well-fitted uniforms., All staff encountered are extremely well – groomed., Staff maintains an alert posture and behaves professionally in view of the Guest., Staff does not decline any request without offering appropriate alternatives., Service is delivered without excessive delays or interruptions.

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