Title Page
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Site conducted
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Audit Title (Person being Audited) Meal period
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Conducted on
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Prepared by (Person Conducting Audit)
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Additional Personnel
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Club Level Lounge minimum hours of operation are from 7:00am to 10:00pm and a Club Concierge must be present<br>
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Club Concierge provides a warm welcome (3 steps of service) (16 pts.)<br>•Make immediate eye contact, smile and acknowledge the guest<br>• Provides eye contact and smile throughout the warm welcome<br>• Employee asks for name and uses it throughout transaction<br>
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Club Concierge takes pride in and care of personal appearance (2 pts.)<br>
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Club Concierge uses appropriate verbiage and is "On Stage" (4 pts)<br>• Uses appropriate verbiage (e.g. certainly, my pleasure, immediately, I would be happy to)<br>Smile and maintain eye contact<br>Maintain "On Stage" presence with proper posture (not leaning, slouching)<br>Engage in genuinely warm conversation <br>Only engages in work-related conversation with other employees<br>
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• Offer a welcome beverage upon arrival to the lounge. If offer accepted, welcome beverage must be served on a tray with a napkin<br>
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• Clear tables in a timely fashion<br>
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• Offer check-in and check out services<br>
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• Be knowledgeable regarding hotel services and area attractions<br>
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• Provide preferred reservations for on-site activities, e.g. restaurant, golf, spa<br>
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Club Concierge is "On Stage"<br>Employee must:<br>• Only engages in work-related conversation with other employees<br>o Includes cell phone and radio conversations<br>o Earpiece must be used for all radio conversations<br>• Offer escort as well as directions if a location that the guest asked about is not in visible sight
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• Assist with reservations, tickets, and information on a complimentary basis<br>
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Club Concierge anticipates needs (4 pts.)<br>
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Club Concierge provides a fond farewell (3 steps of service) (4 pts.)<br>
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• Offer additional assistance (e.g. Is there anything else I can do for you?)<br>
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• Mentions their own name at any time during the encounter<br>
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The associate owns and resolves the guest’s requests and opportunities immediately<br>Mark N/A if any of the following:<br>• No problem was encountered<br>The associate must:<br>• Listen actively<br>• Empathize - Express empathy<br>• Apologize and assume ownership<br>• Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution<br>• Notify/Thank the guest to confirm their satisfaction
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Employee does not decline a request without offering alternatives<br>Mark N/A if:<br>• No request is made above and beyond normal services offered<br>• Employee meets request<br>If guest makes a special request employee must:<br>• Not just say “No” but use a polite denial, e.g., “I am afraid that we are unable to do that at this time”<br>• Offer alternatives that may help meet the need in another way
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Club concierge delivered personalized service during interaction<br>Mark N/A if opportunity for delivery of personalized service during interaction not available<br>Club concierge must deliver personalized service during interaction, using something the associate learned about the guest
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Employee must anticipate needs of the guest<br>Employee must offer a service/solution/opportunity to meet an anticipated need<br>• Examples of acceptable anticipatory actions include:<br>o Sending additional information to the Guestroom on an attraction that the guest asked about<br>o Arranging to get a CD of a performance that the guest is attending and sending it to the room before the guest returns<br>o Researching where a guest can buy a local product that a guest said that they loved (e.g., a piece of artwork)<br>It is acceptable if employee does not anticipate the "set-up" need or provide one of the options listed above, as long as any need is anticipated during interaction<br>Interact with employee and Mark No if you find any of the following:<br>• Employee did not anticipate guest needs<br>• Employee not present<br>• Insufficient time allowed to anticipate need(s)
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The overall experience met guest expectations and was free of negative detractors
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Rate Emotional Engagement with interaction After your experience, rate your interaction:<br>• Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated
Club Facilities
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Club Lounge must minimally have/be:<br>• Computers offered for guest use, if any, are complimentary<br>• Fresh floral arrangements or live plants<br>o Dead/artificial flowers or plants are not acceptable<br>o If in clear vase, water must be visibly fresh<br>• Furniture is arranged to provide a variety of intimate seating areas<br>• Music - background<br>• Reading materials available (e.g., newspapers, magazines, books)<br>o Magazines and newspapers must be current<br>o Newspapers may be available either on display or by request<br>• Wi-Fi internet connectivity in the lounge (complimentary
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Club Lounge must minimally have the following complimentary services:<br>• Copy services available<br>• Scanning services available<br>• Pressing service (complimentary on 2 items per room per day)<br>• Printer/printing services (e.g., computer station, concierge desk) Wireless printing must be available if computer station is not offered<br>o It is acceptable to offer both wired and wireless printing<br>• One 30-minute 'Experiential Event' per week<br>o Event should be offered on a peak day of the week to ensure that many guests experience it but does not have to be at the busiest time that day
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Club Lounge must minimally offer:<br>• Appropriately marked seating sections where cellphones and VOIP calls are restricted<br>o Identified by small attractive signage<br>▪ Plastic or acrylic table signage is not appropriate<br>o It is acceptable for the entire lounge to restrict cellphones and VOIP calls
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Cleanliness/Condition of facilities check Walls, doors, ceiling, windows and window treatment, floor, furniture, equipment, decor, balcony make note of any issues and report to club manager and/or engineering
