Departure Process

Information

• GSR Name

• Conducted on

  Date

• Conducted by:

  Select Linda Faridi Rachael Grabeic Spencer Theriot Gavin Rowley Pam Duffy Peer Review

  • Linda Faridi
  • Rachael Grabeic
  • Spencer Theriot
  • Gavin Rowley
  • Pam Duffy
  • Peer Review

Shift

• Days

• Swing

• Grave

Service Principles

• Was the guest greeted with a smile and eye contact?

  Yes

  No

  N/A

• 5/10 Rule Observed?

  Yes

  No

  N/A

• Was the guest greeted appropriately? ("How may we be of service?")

  Yes

  No

  N/A

• Did the clerk ask about quality of experience? ("Was everything up to your quality and comfort standard during your time at The Delamar?")

  Yes

  No

  N/A

• Was the guest asked, "What could we have done to make your stay more memorable?"

  Yes

  No

  N/A

• Did the clerk offer:

  Select Luggage Assistance Transportation Assistance Final Folio Assistance

  • Luggage Assistance
  • Transportation Assistance
  • Final Folio Assistance

• Did the clerk offer directions to the departing guest's destination?

  Yes

  No

  N/A

• Did the agent offer to send an electronic folio and/or to print it?

  Yes

  No

  N/A

• Was the guest offered a departure gift during check-out? Water?

  Yes

  No

  N/A

• If required, was there a recipe card on the departure gift?

  Yes

  No

  N/A

• Was it left on their car?

  Yes

  No

  N/A

• Was then the guest addressed by name during the interaction?

  Yes

  No

  N/A

• At least 3x?

  Yes

  No

  N/A

• Was the guest thanked in a warm, friendly way before departing? (Thank you for staying with us at The Delamar. We wish you the safest of travels and hope to see you again soon!)

  Yes

  No

  N/A

• If valet was required, was the car pulled up before the guest was ready to depart?

  Yes

  No

  N/A

• If a problem was presented, did the clerk offer an apology and provide a solution?

  Yes

  No

  N/A

Service Recovery

• Please comment on problem posed:<br>

  N/A

  Comment

• Please comment on the staffs members response / resolution:

  N/A

  Comment

• Was the LEARN Model used for the recovery?

  Select Listen Empathize Apologize Respond Notify

  • Listen
  • Empathize
  • Apologize
  • Respond
  • Notify

Tone, Body Language, and Guest Sentiment

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Clerk Signature

• Please Sign

  Sign

Operational Spot Check

• Was the guest called before the night before departure to offer:

  Select Transportation Assistance Luggage Assistance Folio Assistance Packing Services Breakfast Arrangements

  • Transportation Assistance
  • Luggage Assistance
  • Folio Assistance
  • Packing Services
  • Breakfast Arrangements

• Were folios reviewed the night before?

  Yes

  No

  N/A

• Were departing gifts prepared the night before?

  Yes

  No

  N/A

Additional Comments

• undefined