Staff members are sincerely happy to accept these from guests.
What are requests?
100
Furnishings are kept this way.
What is well maintained & in good condition?
100
Greetings are upbeat and this.
What is professional?
100
All LCS team members are able to provide and have knowledge of the hours of operation for these.
What are the outlets?
100
Requests & complaints are greeted in this way.
What is with urgency, no hesitation or resistance?
200
Associates acknowledge a guest by doing this.
What is smiling & making eye contact?
200
DAILY DOUBLE!!!
What a VALUE-able opportunity!
What is Respect for Others?
200
Staff members full own & execute these.
What are guest requests?
200
The desk agent is able to produce brochures, maps, publications, playbills or these if requested.
What are local restaurant menus?
200
Requests and complaints are seen through to completion or this.
What is the agreed upon plan?
300
A desk agent answers the phone with a proper salutation within this many rings.
What is three?
300
Public areas are kept well maintained and free of this.
What is debris?
300
An associate listens carefully to a guest's request and does this to determine the complete needs.
What is ask questions?
300
Staff members are resourceful, urgent, knowledgeable and have this in mind.
What is the best outcome?
300
If a problem or concern is raised, the agent resolves the issue immediately. If necessary the agent will contact this person.
What is a manager/supervisor?
400
If a guest is not served immediately, the desk agent advises guest of wait and does this.
What is thanks the guest for their patience?
400
Walls are free of stains and marks while windows & doors are free of streaks, smudges & these.
What are fingerprints?
400
Associates use a guest's name a minimum of this many times in each interaction.
What is two?
400
DAILY DOUBLE!!
What a VALUE-able opportunity!
What is Accountability?
400
If an issue is resolved by another colleague, this is confirmed.
What is the guest's satisfaction?
500
Staff members do not sidebar or interrupt guest interactions without doing this.
What is excusing themselves?
500
Classrooms have a fresh, comfortable atmosphere upon the guests return. The temperature is comfortable, chairs are straightened, dirty items have been removed and this has been done.
What is refill the water jugs?
500
An associate personally inquires as to the guest's experience and if there is any indication that the guest was not completely satisfied, the associate does this.
What is offers a probing follow up question?
500
All associates must be knowledgeable with respect to local activities, historical sites, restaurants, entertainment facilities and this.
What is transportation?
500
Guests are made to feel as if their requests and complaints are handled by this.