Title Page
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Staff Person's Name
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Conducted on
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Department
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Room Number
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Prepared by (person conducting audit)
Arrival
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Knock on door and announce department
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Timely response and service provided <br> Rapid Response must minimally:<br>• Arrive to Guestroom within 10 minutes of call unless advised otherwise<br>• Rectify problem within 10 minutes after arriving or provide time estimate for resolution if applicable
During
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Warm and sincere greeting
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Use guest name
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Employee uses own name
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Announce department
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Request permission to enter the room, if applicable
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Use door stop
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Well-groomed and professional, wearing a uniform, Employee takes pride in and care of personal appearance Name tag
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Employee is "On Stage" <br> Only engage in work-related conversation with other employees when guests present<br>o Includes cell phone and radio conversations<br>o Earpiece must be used for all radio communications
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Delivery requested items or Service <br> If the call was for a defect/problem, rectify problem (e.g., repair plumbing issue, bring batteries for remote control)<br>• If the call was for a delivery:<br>o Deliver correct item<br>o Item delivered is in good condition (e.g., towels are clean and not tattered, worn)<br>o Requested items delivered to the room must be<br>▪ Elegantly presented (e.g., on an elegant tray, basket, box or bag)<br>▪ Must NOT be directly handed to guest/delivered hand-to-hand
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Guest's requests and opportunities are owned and resolved immediately Listen actively<br>• Empathize - Express empathy<br>• Apologize and assume ownership<br>• Resolve/Solve the problem within 10 minutes and also provide an extra touch that goes beyond mere resolution<br>• Notify/Thank the guest to confirm their satisfaction
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Use anticipatory service
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Engage guest in conversation
Closing
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Use guest name
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Use employee name
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Ask "Is there anything else I may assist you with?"
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Warm and sincere closing offered, and appreciation demonstrated
Employee
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Well groomed
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Name Tag
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Radio with wire and earpiece
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Smile
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Timeliness (within 10 minutes of initial request)
Emotional Engagment
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The overall experience met guest expectations and was free of negative detractors
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Employee must anticipate needs of the guest Employee must offer a service/solution/opportunity to meet an anticipated need<br>• Examples of acceptable anticipatory actions include:<br>o Offering to remove used plates and utensils when leaving the room<br>o Offering to take down laundry if guest is filling the laundry bag<br>o Offering to have more towels delivered if current towels were used to mop up a plumbing emergency
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Personalized service delivered during interaction Personalized service must be delivered during interaction, using something the associate learned about the guest
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Request is not declined without offering alternatives • Not just say “No” but use a polite denial, e.g., “I am afraid that we are unable to do that at this time”<br>• Offer alternatives that may help meet the need in another way
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Rate Emotional Engagement with interaction • Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated
