Employee anticipates a need of the guest by listening to their conversation and looking for potential unexpressed wishes and/or needs.
Employee treats the request/opportunity as if it is severe and resolves the problem within 10 minutes. If not resolved in 10 minutes, employee informs a leader of the situation.
Employee mentions their own name at any time during the encounter.
Employee offers additional assistance
Employee makes immediate eye contact, smiles and acknowledges guest
Employee asks for guest name and uses it throughout the transaction
Employee maintains "On Stage" posture (e.g. no leaning, slouching, hands not in pockets)
Employee engages in genuinely warm conversation during guest interactions
Employee uses proper verbiage (e.g. My Pleasure, immediately)
Employee smiles and provides eye contact throughout the entire interaction