Audit
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
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Words
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Body Language
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Eye Contact
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Service Interaction: GUEST/BSA
The service interaction observation below touches GUEST Model and BSA service items.
Host uses 15/5 rule:
- 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:
- 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:
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Host makes a connection with the Guest:
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Host responds to cues:
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Host makes it brilliant:
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Host offers further assistance:
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Host offers sincere closing / fond farewell:
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Host thanks the guest for their business.
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Host offers/delivers a fond farewell.
- N/A
- 5 - Exceptional
- 4 - Skilled
- 3 - Satisfactory
- 2 - Needs Development
- 1 - Needs Improvement
- 0 - Not Displayed
Detailed LEARN Observation Notes
