Information
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Conducted on
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Prepared by
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Employee Name
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Department
Employee anticipates need(s)
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Employee anticipates a need of the guest by listening to their conversation and looking for potential unexpressed wishes and/or needs.
Employee owns and resolves guest's request and opportunities immediately.
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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 provides a fond farewell (Three Steps of Service)
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Employee mentions their own name at any time during the encounter.
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Employee offers additional assistance
Employee provides a warm welcome (Three Steps of Service)
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Employee makes immediate eye contact, smiles and acknowledges guest
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Employee asks for guest name and uses it throughout the transaction
Employee uses proper verbiage and is "On Stage"
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Employee maintains "On Stage" posture (e.g. no leaning, slouching, hands not in pockets)
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Employee engages in genuinely warm conversation during guest interactions
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Employee uses proper verbiage (e.g. My Pleasure, immediately)
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Employee smiles and provides eye contact throughout the entire interaction
