RCR CL

• Conducted on

  Date

• Prepared by

Club Lounge

• Employee was present as required

  Yes

  No

  N/A

• Club level lounge is open from 7:00 am to 10:00 pm

  Yes

  No

  N/A

• Club concierge offers front desk/concierge services

  Yes

  No

  N/A

• Club concierge provides welcome beverage

  Yes

  No

  N/A

• Club lounge furnishing and equipment meets standard

  Yes

  No

  N/A

• Club lounge offers additional services to guests

  Yes

  No

  N/A

• Club loune offers seating areas that are cellphone and VOIP freely

  Yes

  No

  N/A

• Club lounge food quality meets standard

  Yes

  No

  N/A

• Club lounge non acoholic beverages meet standards

  Yes

  No

  N/A

• Club lounge breakfast cold items meet standards

  Yes

  No

  N/A

• Club lounge breakfast hot food items meets standards

  Yes

  No

  N/A

• Club lounge breakfast beverage presentation meets standards

  Yes

  No

  N/A

• Care bag for guest departing prior to opening meets standards

  Yes

  No

  N/A

• Club lounge lunch F&B presentations meet standards

  Yes

  No

  N/A

• Club lounge lunch side dishes meet standards

  Yes

  No

  N/A

• Club lounge light snacks presentation meets standards

  Yes

  No

  N/A

• Club lounge evening food items meet standards

  Yes

  No

  N/A

• Club lounge chocolates presentation meet standards

  Yes

  No

  N/A

• Club lounge cordials presentation meet standards

  Yes

  No

  N/A

• Employee owns and resolves guest request’s and opportunities immediately

  Yes

  No

  N/A

• Warm welcome greeting provided

  Yes

  No

  N/A

• Club concierge provides a warm welcome

  Yes

  No

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Yes

  No

  N/A

• Club concierge uses appropriate berbiage and shows genuine concern

  Yes

  No

  N/A

• Employee does not decline a request without offering alternatives

  Yes

  No

  N/A

• Well groomed and professional, wearing a uniform

  Yes

  No

  N/A

• Club concierge takes pride in and care of personal appearance

  Yes

  No

  N/A

• Gues name used during the experience, when known

  Yes

  No

  N/A

• Club concierge anticipates needs

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closingn offered and appreciation demonstrated

  Yes

  No

  N/A

• Club concierge provides a fond farewell

  Yes

  No

  N/A

• Club concierge enhances emotional engagement positive

  Yes

  No

  N/A

• Club concierge enhances emotional engagement negative

  Yes

  No

  N/A

• Club lounge floor is clean

  Yes

  No

  N/A

• Club lounge floor is in good condition

  Yes

  No

  N/A

• Club lounge walls, doors, ceiling and windows are clean

  Yes

  No

  N/A

• Club lounge walls, doors, ceiling and windows are in good condition

  Yes

  No

  N/A

• Club lounge furniture, equipment and decor items are clean

  Yes

  No

  N/A

• Club lounge furniture, equipment and decir items are in good condition

  Yes

  No

  N/A