Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
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Enter Bell staff name(s)
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Employee was present as required
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Telephone - Telephone etiquette meets standard
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Bell staff luggage retrieval request meets standard
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Telephone – Warm welcome/greeting provided
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Delivery - Room delivery announcement meets standard
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Bell staff arrives in a timely fashion
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Bell staff greets guest by name and requests permission to enter
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Bell staff confirms all belongings are collected
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Bell staff escorts guest to Front Desk
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Bell Staff owns and resolves guest's requests and opportunities immediately
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Warm welcome/greeting provided
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Bell staff provides a warm welcome (Three Steps of Service)
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Bell staff uses appropriate verbiage and shows genuine concern
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Bell staff does not decline a request without offering alternatives
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Bell staff is "On Stage"
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Well-groomed and professional, wearing a uniform
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Bell staff takes pride in and care of personal appearance
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Guest name used during the experience, when known
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Bell staff anticipates need(s) (Three Steps of Service)
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Further assistance offered to the guest
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Warm and sincere closing offered and appreciation demonstrated
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Bell staff provides a fond farewell (Three Steps of Service)
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Bell staff enhances emotional engagement (positive)
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Bell staff enhances emotional engagement (negative)
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The overall experience met guest expectations and was free of negative detractors