Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Service Execution:
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Connector's Name
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Select date
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The Connector followed the 15-5 rule and was always on stage
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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
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Warm and Genuine includes eye contact and a smile. Do not say "checking in"
Welcome the guest to the hotel and ask "How may I be of service?' -
the Connector was knowledgeable about menu and offerings
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The Connector anticipated the guest needs or delighted the guest during the experience
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At least once during the process, an Connector (e.g. valet, bell, door, reception, leadership, lobby) must anticipate or delight the guest
Anticipate guests needs, examples include:
Offer to take trash from guests hand
Offer an umbrella
Offer to store golf clubs
Offer a bottle of water if guest appears thirsty or hot
Offer of heating pad for painful back
Delight the guest, examples include:
Welcome snack
Room upgrade (room size or view)
Mark NO if the Connector does not anticipate or delight the guest -
The connector used the guest's name during the interaction.
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The Connector prompted the guest to explore something new
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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.
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Beverage and Food delivered timely?
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The Connector was able to promote Food Sales
IMAGE
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The Connector AC Image met standard
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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 -
Was lighting appropriate for the time of day?
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Was music levels appropriate for the time of day?
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Was style present in placement of bottles, glasses, candles etc?
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Kallpods present and in use?
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The bar area is clean and organized?
Lead Generation
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The Connector inquired about why the guest was visiting? ie business, leisure, convention, group
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The Connector was able to gain information to funnel to the Sales team.
Closing
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The Connector provided a warm/sincere closing, demonstrating appreciation
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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
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The guest felt a genuine sense of welcome
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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
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Prep kitchen was cleaned and organized?
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food was dated and stored properly?
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All checklists up to date?
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Dish room clean?
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Sanitization strips available?
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Managers name:
