Title Page
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Site conducted
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Audit Title
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Conducted on
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Prepared by
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Personnel
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Employee must greet guest and offer assistance within 5 minutes of arrival to the area<br>• It is acceptable for another employee to provide assistance if the concierge is occupied by another guest or has a queue<br><br><br><br>
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Employee must make immediate eye contact, smile, and acknowledge guest<br>
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• Acknowledges guest if one is waiting in line<br>
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• Provides eye contact and smile throughout the warm welcome<br>
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Printed information is available for guests <br>
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• Mention own name at any time during encounter<br>
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Employee must call guest back within 15 minutes if contacted by guest by phone and immediate assistance is not possible<br>
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• Step around desk once during interaction, if desk design allows (RC only)<br>
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• Be knowledgeable of hotel/local events and suggests must do or must see items <br>
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o Recommendations should be customized to meet the needs of the guest (e.g. kid-friendly ideas for families)<br>
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Uses guest's name during interaction<br>
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Recommend in-house outlets prior to those off property<br>
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• Make reservation if requested by guest<br>
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Anticipate needs by offering additional services (e.g. to make reservations when asked about restaurants or spa, to book transportation to a local attraction, ask about kid's preferences and offer activities) <br>
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Enhance Emotional Engagement by talking about guest's stay, activities in resort, and food preference<br>
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Employee must offer to print a confirmation card for every reservation<br>• It is acceptable for guest to be asked if they would like: <br>o To wait for the confirmation card to be printed, OR<br>o To receive an email confirmation of the arrangements, OR<br>o To offer to deliver confirmation cards to guest room<br>
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Confirmation cards and printed directions (if provided) must be: <br>• Computer-generated or typed<br>• Professional appearance (no photocopies)<br>• It is acceptable for a map to be used to show direction<br>
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Provide fond farewell and use guest's name<br>
If applicable
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Problem Resolution Listen Actively Offer a genuine apology Ask effective questions to find root cause Solve problem within 10 minutes Thank the guest and confirm satisfaction <br>
