R-Checkin Audit

• Ambassador Name

• Leader Name

• Conducted on

  Date
• Renaissance Orlando at SeaWorld
  Address

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?

  Yes

  No

  N/A

• 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