Title Page

  • Staff Person's Name

  • Conducted on

  • Department

  • Room Number

  • Prepared by (person conducting audit)

Arrival

  • Knock on door and announce department

  • 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

  • Warm and sincere greeting

  • Use guest name

  • Employee uses own name

  • Announce department

  • Request permission to enter the room, if applicable

  • Use door stop

  • Well-groomed and professional, wearing a uniform, Employee takes pride in and care of personal appearance Name tag

  • 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

  • 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

  • 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

  • Use anticipatory service

  • Engage guest in conversation

Closing

  • Use guest name

  • Use employee name

  • Ask "Is there anything else I may assist you with?"

  • Warm and sincere closing offered, and appreciation demonstrated

Employee

  • Well groomed

  • Name Tag

  • Radio with wire and earpiece

  • Smile

  • Timeliness (within 10 minutes of initial request)

Emotional Engagment

  • The overall experience met guest expectations and was free of negative detractors

  • 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

  • Personalized service delivered during interaction Personalized service must be delivered during interaction, using something the associate learned about the guest

  • 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

  • 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

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.