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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Warm welcome/greeting provided
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STAR followed Basic 1 and 2Look Everyone in the eye and smile ...Speak first and Last
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STAR followed Basic 3....Look Sharp
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Confirm room type and rate<br><br>
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Room number provided discreetly, non-verbally
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STAR requested the luggage ticket guest
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STAR handed guest his/her key packet and provided directions to the elevator or room
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Guest name used during the experience, when known
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STAR followed Service Basic 4....Know Your Stuff
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Further assistance offered to the guest
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Warm and sincere closing offered and appreciation demonstrated
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STAR followed Service Basic 1 and 2 to close the interaction ....Eye contact and Smile....speak first and Last
