- Staff was present and visible at the main entrance, waiting to receive and welcome all guests.
- Guest was acknowledged with eye contact and smile within 10 feet.
- A polite greeting according to the time of day, offer of assistance, etc. was made within 5 feet.
- If arriving by vehicle, staff approached the passenger side (if driven by chauffeur) of the vehicle, opened doors and greeted guest.
- Staff determined the name of the guest and communicated this to the front desk.
- Guest name was used at least one time during the conversation.
- Return guests were recognised and acknowledged.
- All items were removed from the vehicle confirmed with guest and placed on a bell cart.
- Assistance was offered with golf clubs, packages, directions, etc.
- Staff inquired about the guest’s special requests (in case any).
- Parking options (valet/self parking) were explained and instructions were provided.
- Guests were directed towards a waiting bell person or towards the main entrance.
- Staff did not congregate or engage in personal conversation with other staff, no horseplay.
- Staff well groomed, uniformed and name tag present.
- Staff did not eat, drink, smoke or chew gum.
- Staff member was the last one to speak (kind comment, offer of assistance, etc.) and guest was thanked.
- The speed of service was adapted to the guest requirement.
