Title Page
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Department Audited
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Conducted on
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Prepared by
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Lady or Gentleman Audited
Standards
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Telephone conversations are calm and clear
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The guest is always asked permission before being placed on hold
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No telephone hold is longer than 30 seconds without offering a call-back
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Staff politely acknowledges the guest when appropriate and reasonably possible
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
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Cross-departmental channels of communication among staff are consistent and complete
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Staff maintains alert posture and behaves professionally in view of the guest
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Staff can capably answer questions about the entire hotel or obtain effective and prompt assistance
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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Staff closes interactions with a polite, appropriate remark
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All staff encountered are wearing clean and well-fitted uniforms
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Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
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Staff does not decline any request without offering appropriate alternatives
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If any negative issues encountered during the stay are called to the attention of staff, these are quickly and discreetly rectified with words of apology
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All services are handled without excessive delays
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Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point
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Staff uniforms are exceptional in design and style
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The architectural and interior design style of the public areas is notable in quality, interest or execution. There are no signs of remodeling done in cycles
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When present, exterior landscaping and grounds are notable in their design, interest and/or execution
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The guest is comfortable when moving around the hotel or sitting in the lobby. There is sufficient privacy, space and comfortable seating
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If available, wireless Internet service provided in the public areas is strong and reliable
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The interior public areas are clean and in excellent condition
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The exterior public areas are clean and in excellent condition
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If hotel transportation is used, vehicles are clean and in excellent condition
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There is a strong sense of security throughout the property
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Recycling options are readily available in public spaces *
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Property engages in obvious environmental and community-based conservation programs *
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If newspapers or magazines are offered, they are digital *
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Recycling options are readily available in public spaces *
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Property engages in obvious environmental and community-based conservation programs *
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If newspapers or magazines are offered, they are digital *
