Art of Hosting Service Observations

• Document No.

• Audit Title

• Conducted on

  Date

Audit Information

• Select date

  Date

• Host Name:

• Position

• Hotel / Property

• Observed By:

• 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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Words

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Body Language

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Eye Contact

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

• Host uses 15/5 rule:

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host uses guest's name throughout the interaction:

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host makes a connection with the Guest:

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host responds to cues:

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host makes it brilliant:

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host offers further assistance:

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host offers sincere closing / fond farewell:

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host was carrying their Brilliant Hosting Card:

  N/A

  Yes

  No

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

  N/A

  Yes

  No

• Host knows the Hosting move of the day:

  N/A

  Yes

  No

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

  N/A

  Yes

  No

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

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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host thanks the guest for their business.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Host offers/delivers a fond farewell.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Detailed LEARN Observation Notes