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Title Page
Host's Name
Hotel
Position
Barista
Front Office
Housekeeper
Lobby Attendant
Restaurant Server
Valet
Other
Conducted on
Prepared by
Behavioral Observation
Behavioral Observation - Score based on the following criteria: 2 - Brilliant Art of Hosting 1 - Attempted Art of Hosting 0 - Did not display Art of Hosting (N/A - Unable to observe)
Appropriate Voice / Tone
Appropriate Verbiage
Appropriate Body Language
Appropriate 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 more than once 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:
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
Detailed Observation Notes
Enter any observation notes or hotel specific focus items here:
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:
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.
