AAA Concierge Services

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Total Attainable Points (22) Minimum points for 5D = 17

Initial Greeting. 3 points

• Attendant provides a warm and sincere greeting 1

  Yes

  No

  N/A

• Attendant uses guest's name at least once prior to closing 2

  Yes

  No

  N/A

Work execution and efficiency 7 points

• Concierge is on duty with limited hours of availability 1

  Yes

  No

  N/A

• Concierge is on duty or a "special services" number available for guest 24/7 2

  Yes

  No

  N/A

• Attendant demonstrates a general knowledge of area attractions and services1

  Yes

  No

  N/A

• Attendant demonstrates an extensive knowledge of all area attractions and services 2

  Yes

  No

  N/A

• Attendant fulfills guest's special request(s) 1

  Yes

  No

  N/A

Graciousness, thoughtfulness & sense of personalized service 6 points

• Attendant exhibits a sincere desire and compliance to all guest requests 2

  Yes

  No

  N/A

• Attendant anticipates guest's needs or offers a personalized recommendation 2

  Yes

  No

  N/A

• Attendant is efficient yet unhurried and sensitive to the manner of the guest 2

  Yes

  No

  N/A

Closing 4 points

• Attendant provides a warm and sincere closing 1

  Yes

  No

  N/A

• Attendant addresses guest by name during closing 2

  Yes

  No

  N/A

• The guest feels well served 1

  Yes

  No

  N/A

Refinement / Sense of Luxury 2 points

• Degree of Competency, Hospitality & Refinement + / - 1 or 2 pts.

• FEED BACK

• Fabrizio Calvo

  Sign

• 5 Diamonds

  Off

  On