Universal Core Practices
UCP#1 We will be well groomed and dressed, with clean, neat uniforms and nametags.
UCP#2 We will answer telephone calls within three rings in a courteous and pleasant manner. Telephone calls are not screened.
UCP#3 We will speak to guests and one another in an attentive, sincere, courteous and composed manner.
UCP#4 We will acknowledge guests and colleagues with eye contact and a smile using their names whenever necessary and possible.
UCP#5 We will be knowledgeable about hotel services and facilities to convey to guests.
UCP#6 We will carefully listen and take ownership of guest requests, replying in a helpful and sincere manner.
UCP#7 We will graciously escort guests where they want to go or use an open palm gesture when giving directions.
UCP#8 We will report, record, resolve all guest-related issues, take ownership and communicate them appropriately, in a timely manner.
UCP#9 We will ensure the safety , security and privacy of our guests and colleagues. We respect the confidentiality of guest names, room numbers, preferences and behaviors.
UCP#10 When in guest corridors , we will provide salutation and step back gracefully in order to allow guests to pass by.
UCP#11 We will respect the environment by ensuring our surroundings are always clean and safe.
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