Title Page

  • Document No.

  • Audit Title

  • Conducted on

Audit Information

  • Select date

  • Host Name:

  • Position

  • Hotel / Property

  • Observed By:

Behavioral Observation

  • Behavioral Observation -
    Score based on the following criteria:
    5-Exceptional
    4-Skilled
    3-Satisfactory
    2-Needs Development
    1-Needs Improvement
    0-Not Displayed
    N/A - Mark N/A only if applicable to the individual situation observed.

  • Voice / Tone

  • Words

  • Body Language

  • Eye Contact

Service Interaction: GUEST/BSA

  • The service interaction observation below touches GUEST Model and BSA service items.

  • Host uses 15/5 rule:

  • Host uses guest's name throughout the interaction:

  • Host asks the guest their purpose of travel to identify needs and offers service based upon those needs:

  • Host makes a connection with the Guest:

  • Host responds to cues:

  • Host makes it brilliant:

  • Host offers further assistance:

  • Host offers sincere closing / fond farewell:

Hosting Extras

  • Host was carrying their Brilliant Hosting Card:

  • Host was able to identify the Art of Hosting theme for the week from stand-up:

  • Host knows the Hosting move of the day:

  • Host can name 3 items discussed in their department stand-up that day:

Detailed Observation Notes

  • Enter any observation notes or hotel specific focus items here:

LEARN Observation

  • LISTEN- Host intently listens with patience while applying active listen techniques and does not interrupt the guest.

  • EMPATHIZE- Host makes a statement that captures the emotion and content of the situation while identifying with the guest's feelings.

  • APOLOGIZE- Host offers a sincere and professional personal apology.

  • RESPOND- Host works with the guest to identify a solution that resolves the issue to the guest's satisfaction and beyond.

  • NOTIFY- Host makes appropriate notifications including; departments, associates, guest, and or GuestWare.

  • Problem is resolved to the guest's satisfaction or better.

  • Host thanks the guest for their business.

  • Host offers/delivers a fond farewell.

  • Detailed LEARN Observation Notes

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