Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
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Did hotel have Elite arrival concept in place
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Was this option active at time of arrival
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Did the execution of Elite arrival experience provide an elevated sense of arrival?
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Did you receive a room upgrade key packet insert at time of check in?
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Did the Associate provide directions to the room/elevator
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Did the Associate verbally confirm the method of payment
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The Associate did not ask to see the credit card or swipe the card?
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Did the Associate review the room number discreetly, non verbally
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Did the Associate proactively acknowledge 4:00pm late check out ?
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Did the Associate covey a sense of "we've been expecting you"?
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Did the Associate prepare keys in advance
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Did the Associate step from behind the kiosk to present key packet if desk allows
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Was there an active Manager presence in the lobby?
