Title Page

  • Ambassador Name

  • Leader Name

  • Conducted on

  • Renaissance Orlando at SeaWorld

Check-in

  • Acknowledge guest in line/ 15/5 rule

  • Warm, genuine greeting

  • Good posture, smile, eye contact, & attentive listening

  • Anticipated guest needs

  • Discussed at least 1 property amenity

  • Well-groomed & professional, wearing name tag & uniform

  • R-image met standard

  • Guest felt genuine sense of welcome

  • Room number provided discreetly, non-verbally

Elite Audit

  • Thank guest for loyalty

  • Offered late check-out (L3)

  • Mentioned suite/room upgrade (SU)

  • Offered bottle of water

  • Inquired about Platinum gift

  • Walked around pod to give keys

  • Explained spa access benefit

Mobile Check-in

  • Welcome mobile check-in guest with appropriate language "we've been expecting you"

  • Hand guest pre-made key packet

  • Step around desk

  • Confirm MOP - Use card on file?

  • Thank for using the mobile app

L.E.A.R.N

  • Ambassador took ownership of problem

  • Demonstrated L (listen)

  • Expressed E (empathy)

  • Ambassador A (apologized) to guest

  • Ambassador R (respond or resolve) situation

  • Ambassador N (notify) appropriate departments

  • Did they use the LEARN model in the correct order?

  • Please give the situation the ambassador demonstrated the L.E.A.R.N model on

  • Guest name used during experience

  • Offer further assistance

  • Warm & sincere closing

  • Offered navigator guide

  • Described resort fee

  • Offered opt out

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