Information
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Audit Name:
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Select Department Name:
- Jack Dusty
- In Room Dining
- Front Drive
- Lobby
- Front Desk
- Spa
- Call Center
- Club Lounge
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Audited Lady or Gentleman Name:
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Conducted on
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Audit Conducted by:
Observation Audit "On-Stage":
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Lady or Gentleman displays excellent "On-Stage" posture/presence in area and is smiling, making eye contact and attentive on non-guest integration moments [antenna up & radar on]
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Comments:
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Lady or Gentleman continues eye contact, smiles and acknowledges guest upon greeting [speaks fist and demonstrate enthusiasm]
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Comments:
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Lady or Gentleman introduces themselves by name [demonstrate a seamless technique]
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Comments:
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Lady or Gentleman asks for guest name and uses it throughout the interaction {guest name is used at least 3 times]
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Comments:
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Lady or Gentleman uses proper body posture and verbiage [refined vocabulary and posture demonstrated e.g. my pleasure, certainly, allow me to, excellent choice, have a pleasant day etc.]
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Comments:
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Lady or Gentleman anticipates a need of the guest by listening to their conversation and looking for potential unexpressed wishes and needs [specific action must be demonstrated]
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Comments:
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Lady or Gentleman provide guest with a fond farewell e.g. Seek feedback on guest experience, express appreciation for guest business, invite guest back and offer additional assistance [appropriate body language, tone of voice, and verbiage is demonstrated]
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Comments:
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Leader Signature:
