Information

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

Service Execution: Check-in

  • Connector's Name

  • Select date

  • The Connector followed the 15-5 rule and was always on stage

  • At 15 feet, make eye contact and smile
    At 5 feet, maintain eye contact
    Greet the guest with a warm greeting (e.g. Good Morning/Evening)
    Be on Stage

    Mark NEEDS IMPROVEMENT if any of the above criteria is not met

  • The Connector provided a warm and genuine welcome, indigenous, where applicable

  • Warm and Genuine includes eye contact and a smile.
    Welcome the guest to the hotel and ask "How may I be of service?' "Have you experienced our European Breakfast before?"

  • The Connector explained the Breakfast Offerings including the cost and menu etc. prior to the guest partaking in breakfast.

  • Explain about our "European Inspired" breakfast offerings. Walk with them through the food display and explain the highlights, especially the tarts and prosciutto. Explain the cost near the closing after demonstrating the value. If the guest is an Elite member and thought that the breakfast was included, explain that it is not HOWEVER we would like them to be our guest today because we truly valued our Elite members.

  • the Connector was knowledgeable about menu and offerings

  • Where is out Prosciutto from? What can you tell us about the croissants, preserves? Who makes our coffee? What kind of juices do we offer?

  • The Connector anticipated the guest needs or delighted the guest during the experience

  • At least once during the process, an Connector must anticipate or delight the guest,
    ie refill coffee, bring additional items to table, offer to-go cups.

    Anticipate guests needs, examples include:
    Offer to take trash from guests hand
    Offer an umbrella if it is raining
    Offer to store luggage or get them a newspaper
    Offer to assist with directions or recommend places for dinner

    Mark NO if the Connector does not anticipate or delight the guest

  • The connector used the guest's name during the interaction.

  • The Connector prompted the guest to explore something new

  • The Connector prompted exploration by initiating conversation during the process and providing micro-local recommendations

    Examples include:
    Offering Local Explorer Guide with corresponding explanation of insider tips
    Weekly correspondence that may include 5 day forecast, hot spot of the week, favorite new restaurant, concerts etc.
    Pointing out unique spots while providing directions to needed destinations
    Share interesting facts about hotel/location

    Mark NO if guest was not provoked to discover something new

  • The Connector was able to effectively engage with multiple guests when appropriate.

  • Beverage and Food delivered timely?

  • The Connector was able to promote Food Sales

IMAGE

  • The Connector AC Image met standard

  • The Connector must minimally demonstrate AC Image:

    Style
    Attire is clean, well maintained, and appropriate fitted to body type (not too tight or baggy)
    Approved Uniform for the Front Office
    Name tag is present
    SMILE
    Attire must match the color palette presented in the Uniform Style Guide
    Grooming (i.e., hair, makeup, fingernails, facial hair, etc.) appears well maintained

    Verbal Communication
    Speaks clearly and politely to guests using appropriate tone and volume
    Conveys confidence or enthusiasm when speaking

    Non-Verbal Communication
    Uses correct non-verbal behaviors (e.g., nods head, maintains eye contact) to communicate understanding
    Refrains from pointing, slouching, making "thumbs up" gestures, shrugging

    Lifestyle Focus
    Reactively asks clarifying questions to understand guests needs and customize the experience

    Mark NO if any of the above criteria is not met

  • Doors open and inviting?

  • Table and chairs neat and clean?

  • Placemats and silverware in place?

  • Newspapers available?

  • Floors, walls and ceilings clean and good condition?

  • Was lighting appropriate for the time of day?

  • Was music levels appropriate for the time of day?

  • Was style present in placement of carafes, glasses, salt & pepper, coffee supplies etc?

  • Hostess stand clean and orderly?

  • Nespresso Display?

Food Display

  • Berkel Slicer present, clean and in use?

  • Starbucks iced and hot coffee available?

  • Juice and milk selection?

  • Beverage and food replenished timely?

  • Breakfast Offerings looked fresh, plentiful and good presentation?

  • Were all items available and labeled where needed?

  • The Island is clean and organized?

Lead Generation

  • The Connector inquired about why the guest was visiting? ie business, leisure, convention, group

  • The Connector was able to gain information to funnel to the Sales team.

Closing

  • The Connector provided a warm/sincere closing, demonstrating appreciation

  • The Connector must:

    Offer sincere closing
    Demonstrate appreciation (e.g., "Thank You", offering further assistance)
    Give the guest their name and advise them there is someone available 24 hours if they should need anything to dial "0" for assistance.

    Mark NO if any of the above criteria is not met

  • The connector executed payment components as appropriate

  • The connector offered further assistance?

  • The guest felt a genuine sense of welcome

  • The Connector was sincere during the interaction and made the guest feel welcome

    Mark NO if the guest did not receive a genuine sense of welcome

  • Mark NO if there was any element that did not meet expectations:

    Facility (e.g. china/glass/silver, tray/table)
    Product (e.g. condiment presentation, beverage/food items)
    Service (e.g. greeting, engagement, closing)

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

Heart of House

  • prep kitchen clean and organized?

  • All food is dated?

  • Floors, ceilings, walls clean and in good condition? Even behind and under equipment?

  • All checklists up to date?

  • Sanitization strips available?

  • Dish room clean?

  • Managers name:

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.