Information
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"In The Moment" Service Observation
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Conducted on
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Prepared by
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Employee Name Audited:
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Department Audited:
- Banquets
- Bell
- Cayton's
- Concierge/Guest Relations
- CORE
- Front Desk
- Front Drive
- Gatehouse
- Housekeeping
- Ignite
- In Room Dining
- MSE/Business Center
- Recreation
- Resort Services
- Spa
- To-Go
- Turquesa
- Loss Prevention
- Engineering
- Culinary
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Time of Audit:
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Ask yourself if the Lady or Gentleman adequately performs the following:
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1. Makes immediate eye contact and acknowledges the guest; or answers the phone within three rings.
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2. Welcomes the guest and smiles throughout the initial greeting.
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3. Asks for the guest name (if not known) and uses it in a "natural" manner throughout the interaction
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4. Maintains an "On Stage" posture at all times and uses proper verbiage throughout the conversation.
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5. Engages in genuinely warm conversation throughout the interaction.
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6. There are no delays or interruptions during the interaction and any request or opportunity is handled with a sense of urgency and resolved within 10 minutes.
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7. Anticipates a need or offers a personalized recommendation by having their "radar on/antenna up" and looking for potential unexpressed wishes and needs.
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8. Mentions their own name in closing and asks if there is anything else they may do for the guest.
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9. Thanks the guest and invites them to return.
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10. Did this interaction influence the guest's emotional engagement in a positive way? Would you describe this experience as inspirational or memorable?
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Did you share these observation with the Lady or Gentleman?
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Additional Comments:
