20SHOP

Enter Gift Shop Agent name(s)

Enter receipt number for Gift Shop purchase

Gift Shop Agent provides a pleasant retail experience

Gift Shop Agent upsells additional items

Gift shop service is offered in a timely manner

If standing in a queue, an attempt to acknowledge the guest was made in a timely manner

Warm welcome/greeting provided

Gift Shop Agent provides a warm welcome (Three Steps of Service)

Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Gift Shop Agent uses appropriate verbiage and shows genuine concern

Employee does not decline a request without offering alternatives

Gift Shop Agent is "On Stage"

Well-groomed and professional, wearing a uniform

Gift Shop Agent takes pride in and care of personal appearance

Guest name used during the experience, when known

Gift Shop Agent anticipates need(s) (Three Steps of Service)

Further assistance offered to the guest

Warm and sincere closing offered and appreciation demonstrated

"Gift Shop Agent provides a fond farewell (Three Steps of Service)"

Gift Shop Agent enhances emotional engagement (positive)

Gift Shop Agent enhances emotional engagement (negative)

The overall experience met guest expectations and was free of negative detractors

Gift Shop provides a professional appearance

Gift Shop products are professionally displayed

Hotel carries core retail products

Retail Services Cleanliness - Floor

Retail Services Condition - Floor

Retail Services Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

Retail Services Condition - Walls, Doors, Ceiling, Windows/Treatments

Retail Services Cleanliness - Furniture, Equipment, Décor Items

Retail Services Condition - Furniture, Equipment, Décor Items