Was the guest greeted with a smile and eye contact?
Was the guest offered water?
Was then guest addressed by name during the interaction?
Did the clerk ask an anticipatory question? (What brings you to Las Vegas?)
Did the clerk offer the guest MLife?
Was the guest offered at least one property amenity? Was it a personalized recommendation to the guest needs?
Did the clerk offer bellman assistance?
Did the clerk offer directions to the elevators?
Did the clerk ask about quality of experience? (How was your trip in? How are you today?)
If a problem was presented, did the clerk offer an apology and provide a solution?
Was the guest thanked and offered a departing remark? (Thank you, enjoy your stay.)
Please comment on problem posed:
Please comment on the staffs members response / resolution:
Warm tone, friendly and sincere? Did the clerk seem genuine?
Did the clerk make the guest feel welcome, important and valued? Personalized?