artotel_less_arty_issues_v2_180910

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Our style
4. Team Members always handle guests’ personal belongings
and details with care and respect.
5. Team Members are knowledgeable about the products,
services and facilities, particularly art (signature artist and
current exhibitions) offered at art’otel, to enrich guests’ cultural
knowledge – art tours are offered to all guests
6. Team Members take ownership and do not refer the guest
elsewhere, unless it is in the guest’s interest to do so.
Art of looking good
1. All art’otel Team Members are looking professional and
well-groomed, consistent with the art’otel required uniform and
grooming standards.
2. All uniforms and professional attires are clean, pressed
and in good condition.
Art of welcome
1. All guests are confidently approached as part of the
welcome, with a warm smile and a verbal greeting.
2. Each art’otel team member will introduce themselves
by name
3. All guests are acknowledged when kept waiting for any
length of time.
4. Eye contact is maintained during any interaction with
a guest.
5. When interacting, the guest’s name is obtained and used
with respect.
6. Commercially important guests are recognised and
welcomed back.
7. Young guests are always acknowledged, even when
travelling with their parents.
8. Families with small children and guests with special needs
are offered assistance.
Highly personalised service, hospitality
from the heart
1. art’otel Team Members engage with guests before being
spoken to.
2. Throughout the journey, services & hospitality amenities are
tailored to the guest’s profile.
3. All Team Members treat each guest as an individual; Team
Members remember and use their preferences.
7. When asked, Team Members provide directions and where
possible walk the first few steps with the guest.
8. Team Members always approach guests who appear
uncertain and assist them
9. Team Members ensure that guest contact is not interrupted at
any time other than in a critical situation.
10. If a guest request cannot be immediately dealt with,
someone who can deal with the request is contacted, the
guest is told who is dealing with their request and when
it will be satisfied.
Art of goodbye
1. At the end of all interactions, guests are thanked for
choosing art’otel, with a warm smile and a genuine farewell
and invited to return.
Guest with disabilities
1. Guests with a disability experience the standards of guest
service that are outlined in the Disability Assistance Guest
Standards document.
Art’otel guest services
1. art’otel Guest Services provides guests with a hotline to the
following guest services:
• Concierge;
• Laundry;
• Housekeeping;
• Front Office;
• Engineering;
• In-room Dining.
2. art’otel Guest Services’ telephone coverage is provided 24
hours a day, 7 days a week.
3. The background is free of any noise or disturbance.
The less arty issues
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