Title Page
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Department Audited
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Conducted on
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Prepared by
Standards
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Telephone conversation is calm and clear
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Staff is highly articulate and avoids slang and excessive use of phrase fragments
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service
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Cross-departmental channels of communication among staff are consistent and complete
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Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtain effective and prompt assistance
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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All interactions are closed politely and appropriately
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All staff encountered are wearing clean and well-fitted uniforms
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Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
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Staff maintains alert posture and behaves professionally in view of the guest
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Staff does not decline any request without offering appropriate alternatives
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Staff arrives to the room within 10 minutes unless advised otherwise
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Requested items delivered to the room are elegantly presented
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Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays
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Folded items are returned with luxurious presentation
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Hanging items are neatly returned on high quality hangers, with non-slip inserts for trousers
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The service meets the guest's needs and any items provided are high quality
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The service is handled without excessive delays or interruptions
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Any items requested for delivery to the room, including laundry/dry cleaning, are delivered in sustainable packaging*
