• GSR Name

  • Conducted on

  • Conducted by:


  • Days

  • Swing

  • Grave

MGM Service Principles

  • 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.)

Service Recovery

  • Please comment on problem posed:<br>

  • Please comment on the staffs members response / resolution:

Tone, Body Language, and Guest Sentiment

  • Warm tone, friendly and sincere? Did the clerk seem genuine?

  • Did the clerk make the guest feel welcome, important and valued? Personalized?

Additional Comments

Clerk Signature

  • Please Sign

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