Insiders Audit

Insider provides a warm and genuine Welcome and offers assistance to the guest upon arrival and explains the Insider Role

Guest name is used during the interaction as a signal of recognition (at least 3 times)

Insider must introduce themselves to the guest using their own name during the every interaction and explain Insider Role

Insider must be thoughtful and intuitive, demonstrating anticipatory service when guest has a request

Insider offers to make reservations/book tickets for suggested venues

Insider maintains alert posture and behaves professionally in<br>view of the guest

Insider demeanor: Talent is highly articulate and avoids slang and excessive use of phrase-fragments

Insider uses appropriate verbiage that matches with the W brand identity (W Lingo)

Insider demeanor: Talent makes eye contact and keeps focus on the guest

Insider demeanor: Talent smiles and maintains an engaging expression

Insider demeanor: W Pin is worn and meets standard

Insider exhibits a genuine sense of interest and concern for the guest

Insider does not decline a request without offering alternatives

Insider owns and resolves any guest request or opportunity immediately

If an opportunity occurs, Insider must: Listen, Emphasize, Apologize, Resolve/Solve, Follow up and Thank guest to confirm satisfaction

The service or resolution proposed by the Insider are professionally presented and meet the guest's needs

Follow-up service or call-backs are timely and accurate. No later than 10 minutes

The service is handled without excessive delays or<br>interruptions

All staff encountered are wearing professional, clean and well-fitted uniforms

All reservations made by staff are professionally presented to the guest, including electronic correspondence. (Detail text messages are acceptable but not preffered)

When appropriate, Insider effectively provides directions and transportation options

Insider must be knowledgeable of hotel / local area and must be able to recommend restaurants and must see areas. Insider will also provide hidden spots and connect with Managers for VIP experience

Insider can produce brochures, maps, publications, playbills or local restaurant menus to help the guest make decisions

Phone Interaction: No telephone hold longer than 30 seconds without offering call-back option

Phone Interaction: Telephone conversation Is calm and clear

Phone Interaction:The guest is always asked permission before being placed on hold

Phone Interaction: When contacted the guest by phone, concierge must call guest back within 15 minutes (if immediate assistance is not possible)

Warm and sincere closing offered and appreciation demonstrated (e.g. "I hope you enjoy dinner tonight Mr./Mrs. __. Is there anything else I can do for you?"