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
ENGAGEMENT/COMMUNICATION
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Associate ensure that any public space is clear from bell-cart, wheelchairs, etc.
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Communicates with AYS as to location and scheduling.
GREET THE GUEST
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Greets each guest with a warm smile and eye contact actively using 15/5 rule
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The associate maintained good posture during the interaction (visibly engaged/listening attentively), smile, and eye contact throughout the interaction.
USES THE GUEST NAME
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The associate directed the guest to the reception desk or specific area & introduced the guest by name
ESTABLISHES THE GUEST NEEDS
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Ask how may I assist you when guest approach; offers directions & reccomendations.
MAKE IT BRILLIANT
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The Host created a personal connection
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The Host responded to Cues
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The Host made it Brilliant
THANKS THE GUEST
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The associate provided warm and sincere closing, thanking the guest for staying with us.
