Employee anticipates need(s)

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.

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)

Employee mentions their own name at any time during the encounter.

Employee offers additional assistance

Employee provides a warm welcome (Three Steps of Service)

Employee makes immediate eye contact, smiles and acknowledges guest

Employee asks for guest name and uses it throughout the transaction

Employee uses proper verbiage and is "On Stage"

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

Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.