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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