This document outlines the comprehensive service standards and observation guidelines for Renaissance Hotel ambassadors. It details specific protocols for guest interactions, including the WOW Service standards, RESOLVE framework, and L.E.A.R.N. service recovery method. The guide emphasizes key behavioral aspects such as voice tone, body language, and eye contact, while also covering essential service interactions like the 15/5 rule, guest name usage, and local knowledge requirements. Special attention is given to service recovery situations, with detailed steps for handling guest concerns through the L.E.A.R.N. methodology. The document serves as a complete reference for maintaining Renaissance Hotels' high service standards and ensuring consistent guest experiences across all touchpoints.
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