Title Page
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Document No.
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Employee Name:
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Employee Department:
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Conducted on
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Prepared by:
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Employees makes immediate eye contact, smiles and acknowledges guest
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Employee provides eye contact and smiles throughout the warm welcome<br>
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Employee asks for guest name and uses it throughout the transaction
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Employee maintains: "On Stage" posture
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Employee engages in genuinely warm conversation during guest interactions
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Employee uses proper verbiage
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Employee mentions their own name at any time during the encounter
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Employee smiles and provides eye contact throughout the entire interaction
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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 a situation
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Employee anticipates a need of the guest by listening to their conversation and looking for potential unexpressed wishes and needs
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Employee offered additional assistance during or at the end of the Guest interaction.
