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These prestigious ratings are achieved by less than four percent of all Approved properties — typically the most <br />luxurious and pampering properties throughout North America. Less than one third of one percent of lodgings <br />receives the Five Diamond@ Rating while approximately three and one half percent receives the Four Diamond@ <br />Rating. Establishments must consistently reflect upscale and extraordinary characteristics (respectively) in both <br />physical attributes and level of guest services. <br />If the AAA inspector determines that your establishment meets our Four or Five Diamond Guidelines, the property will <br />next be scheduled for an anonymous hospitality evaluation. Only the Four and Five Diamond evaluations incorporate <br />a review of twelve critical service areas and measure over 300 guest interaction points into the overall rating. In <br />addition, all Five Diamond Rating recommendations are forwarded to AAA's Five Diamond Committee for further <br />review. Once the committee's assessment is concluded, the establishment will be advised in writing of the outcome. <br />Four and Five Diamond Service Expectations <br />IN ADDITION TO THE FOLLOWING GUEST SERVICE INTERACTION POINTS, each section is assessed a <br />subjective point value based on the overall levels of competency, refinement, and hospitality. <br />1. Reservation Services <br />4D <br />• Accepted 24 hours, either at property or through a cent <br />• Operator answers phone promptly within three rings <br />• Operator provides a warm and sincere greeting <br />• Reservationist thanks caller for contacting the property <br />• Reservationist provides an introduction <br />X Reservationist asks for caller's name <br />Reservationist addresses caller by name prior to closing <br />Reservationist anticipates caller's needs or offers a personalized recommendation <br />• Reservationist provides rate structure and room availability <br />• Reservationist provides an overview of facilities and services <br />Reservationist exhibits competent knowledge of all associated facilities and hours <br />• Reservationist collects registration information <br />• Reservationist explains deposit and cancellation policies <br />• Reservationist explains unusual payment options <br />• Reservationist reviews reservation request <br />Reservationist exhibits a sincere desire and comDliance to all guest reauests <br />55-AA -39 <br />