Title Page
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Department Audited
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Conducted on
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Audited by
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Name of Associate(s) Audited
Standards
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Telephone conversation is calm and clear**
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Associate politely acknowledges the guest when appropriate and reasonably possible
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Associate is highly articulate and avoids slang and excessive use of phrase-fragments
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Associate is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Associate readily smiles and maintains an engaging expression
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Associate makes eye contact and keeps focus on the guest
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When appropriate, Associate asks guiding questions to ascertain the guest's preferences**
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Associate exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful**
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Cross-departmental channels of communication among Associates are consistent and complete**
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Associate performs the requirements of their department knowledgeably and proficiently. <br>Associate can capably answer questions about the entire hotel or obtains effective and prompt assistance
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Associate consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known**
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Associate closes interactions with a polite, appropriate remark
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Associate encountered are wearing clean and well-fitted uniforms
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Associate's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
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Associate maintains alert posture and behaves professionally in view of the guest
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Associate responds to or confirms in-house requests within two hours
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Associate responds to or confirms pre-arrival requests within 24 hours
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Associate exhibits local expertise by providing thorough detail and first-hand knowledge
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When appropriate, Associate effectively provides directions and transportation options
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Property offers high quality and curated experiences, itineraries or activities**
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All non-digital collateral is professionally presented
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Associate does not decline any request without offering appropriate alternatives**
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The service is handled without excessive delays or interruptions
