Title Page
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Conducted on
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Prepared by
Club Lounge
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Employee was present as required
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Club level lounge is open from 7:00 am to 10:00 pm
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Club concierge offers front desk/concierge services
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Club concierge provides welcome beverage
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Club lounge furnishing and equipment meets standard
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Club lounge offers additional services to guests
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Club loune offers seating areas that are cellphone and VOIP freely
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Club lounge food quality meets standard
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Club lounge non acoholic beverages meet standards
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Club lounge breakfast cold items meet standards
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Club lounge breakfast hot food items meets standards
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Club lounge breakfast beverage presentation meets standards
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Care bag for guest departing prior to opening meets standards
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Club lounge lunch F&B presentations meet standards
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Club lounge lunch side dishes meet standards
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Club lounge light snacks presentation meets standards
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Club lounge evening food items meet standards
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Club lounge chocolates presentation meet standards
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Club lounge cordials presentation meet standards
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Employee owns and resolves guest request’s and opportunities immediately
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Warm welcome greeting provided
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Club concierge provides a warm welcome
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Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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Club concierge uses appropriate berbiage and shows genuine concern
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Employee does not decline a request without offering alternatives
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Well groomed and professional, wearing a uniform
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Club concierge takes pride in and care of personal appearance
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Gues name used during the experience, when known
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Club concierge anticipates needs
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Further assistance offered to the guest
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Warm and sincere closingn offered and appreciation demonstrated
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Club concierge provides a fond farewell
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Club concierge enhances emotional engagement positive
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Club concierge enhances emotional engagement negative
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Club lounge floor is clean
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Club lounge floor is in good condition
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Club lounge walls, doors, ceiling and windows are clean
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Club lounge walls, doors, ceiling and windows are in good condition
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Club lounge furniture, equipment and decor items are clean
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Club lounge furniture, equipment and decir items are in good condition