Title Page
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Document No.
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
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Warm welcome/greeting provided
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Bar menu is readily accessible
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The associate offered to take a food order
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Service was prompt & effcient
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Associate checked back with guest, ensuring satisfaction
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Associate was able to explain bar menu items & provide basic info about the hotel's restaurant
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The associate was able to speak knowledgeably about wines offered in the lobby
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Good posture, smile, eye contact, & attentive listening maintained throughout the interaction
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Associate demonstrated Poise & Grace
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Associate completes guest task with appropriate verbiage, when applicable
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Items handed to the guest were presented by the associate with two hands, when possible
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When providing directions, the associate gestured with an outstretched arm & upturned, open palm
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Guest name used during the experience, when known
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Further assistance offered to the guest
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Warm & sincere closing offered & appreciation demonstrated
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Associate exhibited "hop to it" behavior, responding to guest's cues for pace of service
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Associate owns & resolves the guest's opportunities immediately
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Associate made guest feel at ease & taken care of
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Overall experience met guest expectations & was free of negative detractors
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Food & Beverage contents & plate presentation meet standard
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All food was visually appealing & met guest expectations w/ regards to taste
