Title Page
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Conducted on
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Talent assesed
Untitled Page
DOORMAN ARRIVAL
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1. Was a doorman present on arrival and if he was busy did he positively acknowledge the guest with hand or facial gesture?
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2. Did the employee offer assistance opening car doors on arrival?
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3. Did the employee gave a warm welcome to the guest to the hotel using the hotel name?
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4. Did the employee offer assistance with luggage and confirm the number of pieces?
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5. If arrival by car, did the employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket?
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6. Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. microphone/headpiece) to pass on the guest’s name?
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7. If not, did the employee offer directions to the reception desk?
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8. Was the guest’s luggage attended to at all times in public areas, once in the care of an employee?
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9. Doorman does not decline a request without offering alternatives
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10. Guest name used during the experience, when known
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11. Further assistance offered to the guest
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12. Warm and sincere closing offered and appreciation demonstrated
EMOTIONAL INTELIGENCE
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A. Were employees well groomed and neatly presented in clean, well fitted uniforms, resulting in a positive first impression?
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B. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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C. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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D. Guest’s name used naturally and discreetly without overusing it?
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E. Did the employee display a high level of confidence and is knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required
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F. Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? (Anticipation of Needs)
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G. Did the employee adapt to a changing situation and/or guest’s need?
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H. Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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I. Did an employee personalize the interaction in any way and engage the guest as an individual? (Personalized Service)
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J. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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K. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
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L. Did employees maintain alert postures and respect the guest’s presence when interacting with each other?
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M. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? (Complaints)
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