Departure Q-CP

• Talent Names

• Conducted on

  Date

• Prepared by

• Telephone conversation is calm and clear - Luggage collection

  Yes

  No

  N/A

• "Lobby ambassador arrives within eight minutes of departure

  Yes

  No

  N/A

• assistance request; or within five minutes of pre-arranged luggage pick-up time"

  Yes

  No

  N/A

• Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

  Yes

  No

  N/A

• " Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk and offered assistance within 1 minute?"

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a non scripted gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Did the employee ask at any point if the guest had enjoyed their stay?

  Yes

  No

  N/A

• Did the employee use the guest's name naturally and discreetly without overusing it?

  Yes

  No

  N/A

• "Staff exhibits a genuine sense of interest and concern for the guest"

  Yes

  No

  N/A

• "Staff is thoughtful and intuitive, demonstrating service when appropriate and helpful"

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• " Did the employee adapt to a changing situation and/or guest's need?"

  Yes

  No

  N/A

• Staff closes interactions with polite well wish, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• "Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene"

  Yes

  No

  N/A

• "Staff maintains alert posture and behaves professionally in view of the guest"

  Yes

  No

  N/A

• If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate staff

  Yes

  No

  N/A

• "Staff does not decline any request without offering appropriate alternatives"

  Yes

  No

  N/A

• Time spent settling the folio does not exceed five minutes

  Yes

  No

  N/A

• Did the talent clarify the method of payment and then complete the transaction in a quick and efficient manner?

  Yes

  No

  N/A

• If there were any incorrect charges on the folio, was the back-up documentation readily available and were any incorrect charges quickly and discreetly removed?

  Yes

  No

  N/A

• "Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room"

  Yes

  No

  N/A

• "Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark"

  Yes

  No

  N/A

• Staff proactively inquires about transportation or direction needs

  Yes

  No

  N/A

• The guest is invited to review their folio, either digitally or printed, and/or if the folio was printed was it offered to be neatly presented in a billfold/envelope?

  Yes

  No

  N/A

• "If an emailed folio is requested, it is delivered within one hour"

  Yes

  No

  N/A

• The final folio is accurate and easy to read

  Yes

  No

  N/A

• "If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology"

  Yes

  No

  N/A

• "There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges"

  Yes

  No

  N/A

• "The service is handled without excessive delays or interruptions"

  Yes

  No

  N/A

• " Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?"

  Yes

  No

  N/A

• "Efforts are made to reduce paper during the departure service *"

  Yes

  No

  N/A

• " Was an electric and/or hybrid hotel car option promoted for transfers, where available?"

  Yes

  No

  N/A

Additional Notes

• Additional comments & Percentage