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
Behavioral Observation
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Voice/ Tone: Host speaks warmly, clearly and at an even pace
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Words: Host avoids using slang and hotel jargon
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Body Language: Host maintains professional posture before, during and after interaction
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Eye Contact: Host maintains good eye contact with guest throughout interaction
Service Interaction Observation
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Listen:<br>The host listens with patience and does not interrupt the guest
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Empathize:<br>The host makes a statement that captures the emotion and content of the situation identifying with the guests feelings.
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Apologize<br>The host offers a sincere and personal apology.<br><br>* If guest is at the hotel for pleasure; provides restaurant information, pool/recreation information, shuttle times, etc.
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Respond:<br>The host works with the guest to identify a solution that pleases the guest.
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Notify<br>The host makes notification as appropriate (i.e. departments, associates, guest and GuestWare)
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Problem is resolved to guests satisfaction
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Host thanks the guest for their business
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Host offers a fond farewell<br>It's been a pleasure serving you, thank you for staying with us etc.
Observation Notes
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Was the host carrying their Brilliant Hosting Card?
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Host was able to identify the Art of Hosting theme for the week from stand-up meeting.
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Host was able to give the Hosting Move of the day.
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Associate can name 3 things that were discussed in their department's stand-up that day.
Detailed Observations Notes Below
