BEHAVIORAL STANDARDS – EMPLOYEE ASSESSMENT AUDIT CHECKLIST
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Auditor Name
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Employee Being Audited
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Department
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Conducted on
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Property Name
BEHAVIORAL STANDARDS – EMPLOYEE ASSESSMENT AUDIT CHECKLIST. This audit applies only to employees with direct guest interaction.
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1. Is the employee speaking clearly and using adequate English to be fully understood?
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2. Is the employee engaging in a well-paced, natural (non-scripted, jargon/slang-free), friendly, and interested manner?
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3. Is the employee displaying a high level of confidence while carrying out their duties?
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4. Is the employee able to confidently answer questions about other hotel facilities or immediately find out the required information?
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5. Is the employee providing anticipatory/intuitive service and adapting to meet the guest’s needs without requiring the guest to request service?
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6. Is the employee personalizing the interaction in any way and engaging the guest as an individual?
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7. Is the employee collaborating seamlessly with colleagues to ensure service is organized and professional without being intrusive or repetitive?
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8. Is the employee actively listening, avoiding interruptions, and giving the guest their undivided attention (i.e., ensuring the guest does not have to repeat themselves)?
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9. Is the employee maintaining an alert posture and showing respect to the guest’s presence when interacting with colleagues?
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10. Is the employee displaying self-control and empathy in challenging interactions and offering suitable alternatives or resolutions where applicable?
