Title Page
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Site conducted
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Conducted on
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Auditor's Name
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Auditor's Organization
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Service Line Type
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Train Number
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Route
- Acela
- Adirondack
- Amtrak Cascades
- Amtrak Hartford Line
- Auto Train
- California Zephyr
- Capitol Corridor
- Capitol Limited
- Cardinal
- Carolinan/Piedmont
- City of New Orleans
- Coast Starlight
- Crescent
- Downeaster
- Empire Builder
- Empire Service
- Ethan Allen Express
- Heartland Flyer
- Hiawatha
- Illinois Service
- Keystone Service
- Lake Shore Limited
- Maple Leaf
- Michigan Service
- Missouri River Runner
- Northeast Regional
- Pacific Surfliner
- Pennsylvanian
- San Joaquins
- Silver Service/Palmetto
- Southwest Chief
- Sunset Limited
- Texas Eagle
- Valley Flyer
- Vermonter
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Origin City
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Destination City
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Miscellaneous Notes
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Miscellaneous Pictures
Boarding/Offboarding
- Car Audit
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Equipment Line
- Acela
- Traditional
- Talgo
- Amfleet 1
- Amfleet 2
- Superliner 1
- Superliner 2
- Surfliner
- Capital Corridor
- Viewliner
- Horizons
- Sounder
- Cascade
- Siemens Venture
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Car Number
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Car Type
Behavior
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If question is already observed in another car mark as N/A
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Assist with seating
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
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Assistance offered on platform
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Offering baggage assistance
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Reminder announcement 3 minutes prior to arrival
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Announcement made prior to arriving
Cleanliness
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Tray/trash cleared prior to detraining
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Vestibule and aisles clear of obstructions
Service
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Baggage properly placed in end/overhead compartments
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ADA area clear of Baggage
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Baggage assistance - employee offers to handle bag
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Boarding assistance (offering hand, pointing out obstacles)
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Offer directions/assistance to seat
Behavior
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If question is already observed in another car mark as N/A
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Assist with seating
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
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Assistance offered on platform
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Offering baggage assistance
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Reminder announcement 3 minutes prior to arrival
Cleanliness
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Tray/trash cleared prior to detraining
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Vestibule and aisles clear of obstructions
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Steps cleared (inclement weather, debris)
Service
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Baggage assistance - employee offers to handle bag
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Boarding assistance (offering hand, pointing out obstacles)
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Offer directions/assistance to seat/room
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Working sink - water not running while unattended, proper pressure
Behavior
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If question is already observed in another car mark as N/A
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Assist with seating
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
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Assistance offered on platform
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Offering baggage assistance
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Reminder announcement 3 minutes prior to arrival
Cleanliness
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Galley carts are properly secured
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Tray/trash cleared prior to detraining
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Vestibule and aisles clear of obstructions
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Steps cleared (inclement weather, debris)
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Working sink - water not running while unattended, proper pressure
Service
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Baggage properly placed in end/overhead compartments
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Baggage assistance - employee offers to handle bag
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Boarding assistance (offering hand, pointing out obstacles)
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Offer directions/assistance to seat/room
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Car Number
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Car Type
Behavior
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If question is already observed in another car mark as N/A
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Assist with seating
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Employee behavior - no negative brand association
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
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Assistance offered on platform
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Offering baggage assistance
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Pre-detraining announcement (Long distance - 10 minutes) (Short distance - 3 minutes)
Cleanliness
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Vestibule and aisles clear of obstructions
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Steps cleared (inclement weather, debris)
Service
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Baggage properly placed in end/overhead racks
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ADA area clear of Baggage
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Baggage assistance - employee offers to handle bag
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Offer directions/assistance to seat/room
Behavior
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If question is already observed in another car mark as N/A
-
Assist with seating
-
Employee behavior - no negative brand association
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Assistance offered on platform
-
Offering baggage assistance
-
Pre-detraining announcement (Long distance - 10 minutes) (Short distance - 3 minutes)
Cleanliness
-
Vestibule and aisles clear of obstructions
-
Steps cleared (inclement weather, debris)
Service
-
Baggage assistance - employee offers to handle bag
-
Boarding assistance (offering hand, pointing out obstacles)
-
Offer directions/assistance to seat/room
Behavior
-
If question is already observed in another car mark as N/A
-
Assist with seating
-
Assistance offered on platform
-
Offering baggage assistance
-
Pre-detraining announcement (Long distance - 10 minutes) (Short distance - 3 minutes)
Cleanliness
-
Tray/trash cleared prior to detraining
-
Vestibule and aisles clear of obstructions
-
Steps cleared (inclement weather, debris)
Service
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Baggage assistance - employee offers to handle bag
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Boarding assistance (offering hand, pointing out obstacles)
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Offer directions/assistance to seat/room
En Route Experience
- Car Audit
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Equipment Line
- Acela
- Traditional
- Talgo
- Amfleet 1
- Amfleet 2
- Superliner 1
- Superliner 2
- Surfliner
- Capital Corridor
- Viewliner
- Horizons
- Sounder
- Cascade
- Siemens Venture
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Car Number
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Car Type
- First Class
- Business
- Café/Lounge
- Diner
- Coach
Behavior
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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Shirt tucked in
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No holes, rips or tears
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No stains
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Appropriate size
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Belt loops secured
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Proper shoes (defined heel, laced up)
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Proper eyewear (no dark tints or reflectors)
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Secured neckwear
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Grooming - Hair above the neck/beards/mustaches
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Natural looking hair color
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Earrings (Only studs allowed)
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No team/athletic logos
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No leather jackets
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Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
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Non-solicitation of tips (asking, making direct/indirect suggestion)
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Smile at Customers within 5 feet (not policy)
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Greet customers within 2 feet (not policy)
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Gratitude "Thank you for travelling with us"
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No Shop talk
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Volume of conversations
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Positive professional conversation
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Conductor in view seen making rounds (Check every 30 minutes)
Branding/Marketing
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Proper signage
Cleanliness
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Crew gear out of sight of customers
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Crew tools and paperwork not on table
Behavior
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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One table used for crew
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Shirt tucked in
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No holes, rips or tears
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No stains
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Appropriate size
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Belt loops secured
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Proper shoes (defined heel, laced up)
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Proper eyewear (no dark tints or reflectors)
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Secured neckwear
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Grooming - Hair above the neck/beards/mustaches
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Natural looking hair color
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Earrings (Only studs allowed)
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No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Conductor in view seen making rounds (Check every 30 minutes)
Cleanliness
-
Crew gear out of sight of customers
-
Crew tools and paperwork not on table
Behavior
-
Shirt tucked in
-
No holes, rips or tears
-
No stains
-
Appropriate size
-
Appropriate nametag(s) visible (SSM 5-11)
-
Belt loops secured
-
Proper shoes (defined heel, laced up)
-
Proper eyewear (no dark tints or reflectors)
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Secured neckwear
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Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)<br>
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Conductor in view seen making rounds (Check every 30 minutes)
Cleanliness
-
Crew gear out of sight of customers
-
Crew tools and paperwork not on table
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Car Number
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Car Type
Behavior
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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Shirt tucked in
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Unauthorized Employees/Crew using tables in Café Car?
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No holes, rips or tears
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No stains
-
Appropriate size
-
Belt loops secured
-
Proper shoes (defined heel, laced up)
-
Proper eyewear (no dark tints or reflectors)
-
Secured neckwear
-
Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)
-
No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Conductor in view seen making rounds (Check every 30 minutes)
-
Crew gear out of sight of customers
-
Crew tools and paperwork not on table
Behavior
-
Appropriate nametag(s) visible (SSM 5-11)
-
Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
-
Shirt tucked in
-
Unauthorized Employees/Crew using tables in Café Car?
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No holes, rips or tears
-
No stains
-
Appropriate size
-
Belt loops secured
-
Proper shoes (defined heel, laced up)
-
Proper eyewear (no dark tints or reflectors)
-
Secured neckwear
-
Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)
-
No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Positive professional conversation
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Conductor in view seen making rounds (Check every 30 minutes)
Cleanliness
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Crew gear is stored out of sight of customers
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Crew tools and paperwork not on table
Amenities
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Public Bathroom restocked
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Public shower stocked for use (soap, towels)
Behavior
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Appropriate nametag(s) visible (SSM 5-11)
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Jewelry - bracelets/rings reference (SSM 5-12 & 5-13)
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Call button response time (need to quantify)
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Shirt tucked in
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No holes, rips or tears
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No stains
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Appropriate size
-
Belt loops secured
-
Proper shoes (defined heel, laced up)
-
Proper eyewear (no dark tints or reflectors)
-
Secured neckwear
-
Grooming - Hair above the neck/beards/mustaches
-
Natural looking hair color
-
Earrings (Only studs allowed)<br>
-
No team/athletic logos
-
No leather jackets
-
Nail polish (can be clear, neutral, or solid shades; no bright, neon, fluorescent, dark {black})
-
Non-solicitation of tips (asking, making direct/indirect suggestion)
-
Smile at Customers within 5 feet (not policy)
-
Greet customers within 2 feet (not policy)
-
Gratitude "Thank you for travelling with us"
-
No Shop talk
-
Volume of conversations
-
Positive professional conversations
-
Proper signage
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No markings on menu or signage
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Dirty linen kept out of view
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Conductor in view seen making rounds (Check every 30 minutes)
Cleanliness
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Crew gear out of sight of customers
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Crew tools and paperwork not on table
Service
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TASC intro/Introduction to room & amenities
Sign-Off
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Offboarding Location
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Miscellaneous Notes
Sign-Off
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Signature
