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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Staff politely acknowledges the guest when appropriate and reasonably possible
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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**
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It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them**
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Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains 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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Staff closes interactions with polite, appropriate remarks
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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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The arriving guest is escorted to a chair, and set-up assistance is provided or offered**
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Once the guest is seated, water is proactively provided or offered within five minutes
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During a 90-minute period in warm conditions, some sort of complimentary refreshment is proactively passed by staff
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It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member**
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Drinks are delivered within 10 minutes
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The pool area provides adequate sun protection measures, including shade options and sun protection products
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Staff automatically offers at least two towels to each guest**
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Soiled towels are stored discreetly**
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The pool deck/beach exhibits a well-organized and professional appearance; vacated loungers and used serviceware are swiftly cleared
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All chairs, tables, pads, towels and umbrellas are clean and in excellent condition**
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All chairs, tables, pads, towels and umbrellas are of exceptional quality**
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All conditions around the pool and beach area are clean and completely hygienic**
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The guest is completely comfortable. There is adequate space and privacy. If children or groups of guests are present, it is possible to select chairs isolated from others**
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The pool setting is distinctive and promotes a sense of place**
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Restrooms are located within the pool/beach area**
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If provided, restrooms are well-stocked, clean and well-maintained**
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Poolside menu is available and offers an exceptional variety of food and beverages, including specialty items**
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Poolside menu offers a variety of nutritionally focused options; dietary restrictions are considered
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If available, poolside menu, check presenter and all service items are clean and in good condition. Menu is grammatically correct**
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Food and beverages have a distinctive presentation**
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All ordered items are fresh, flavorful and properly prepared
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All ordered items are accurately served
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The bill is accurate
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The service is handled without excessive delays or interruptions
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Menu offerings include sustainably sourced options*
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Efforts are made to reduce single-use plastic*
