Renaissance Service Audit

• Document No.

• Audit Title

• Conducted on

  Date

• Prepared by

• Location
  Address

WOW Service Observations

Behavioral Observations

Service Interaction Observation and BSA Touch Points

Observation Notes

RESOLVE - Service Observations

Behavioral Observations

L.E.A.R.N. - Service Recovery Observation

Observation Notes

• Voice/Tone - Ambassador speaks warmly, clearly and at an even pace

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Yes

  No

  N/A

• Words - Ambassador uses Renaissance terminology; avoids using slang and hotel jargon

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Body Language - Ambassador maintains professional posture before, during and after interaction

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Eye Contact- Ambassador maintains good eye contact with guest throughout interaction

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador uses 15/5 rule and is always on stage. If Ambassador is already engaged with a guest, Ambassador makes eye contact and acknowledges guest.

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador provided a warm and genuine welcome, indigenous where applicable

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador anticipated the guest needs or delighted the guest during the arrival process<br>Ex; offer to take garbage from a guests hands, offers and umbrella, offers a welcome snack or room upgrade

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador provokes the guest to discover something wonderfully new<br>Ex: Initiates conversation and provides micro-local recommendations<br> Shares the hotel's "In The Know" recommendations and local happenings

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador is knowledgeable of property offerings and local area

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador uses the guest name during the interaction

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador meets R-Image standards<br>In each category: style, verbal communication, non verbal communication and lifestyle focus

  Needs Improvevement

  Needs Development

  Satisfactory

  Skilled

  Exceptional

• Ambassador offers a warm and sincere closing demonstrating appreciation<br>Ex: It has been delightful serving you, thank you for staying with us, thank you for choosing Renaissance, etc

  Yes

  No

  N/A

• Was the Ambassador carrying their R-Ways card?

  Yes/No

  Exceptional

• Ambassador was able to give the R-Way of the day

  Yes/No

  Exceptional

• Ambassador can name 3 things that were discussed in their department's stand up meeting that day

  Yes/No

  Exceptional

• Detailed notes - Including Hotel Specific Focus Items

• Voice/Tone - Ambassador speaks warmly, clearly and at an even pace

  Yes

  No

  N/A

• Words- Ambassador uses Renaissance terminology; avoids using slang and hotel jargon

  Yes

  No

  N/A

• Body Language- Ambassador maintains professional posture before, during and after interaction

  Yes

  No

  N/A

• Eye Contact- Ambassador maintains good eye contact with guest through out interaction

  Yes

  No

  N/A

• LISTEN - The Ambassador listens with patience and does not interrupt the guest

  Yes

  No

  N/A

• EMPATHIZE - The Ambassador makes a statement that captures the emotion and content of the situation identifying with the guests feelings.

  Yes

  No

  N/A

• APOLOGIZE - The Ambassador offers a sincere and personal apology

  Yes

  No

  N/A

• RESPOND - The Ambassador works with the guest to identify a solution and offers options that please the guest

  Yes

  No

  N/A

• NOTIFY - The Ambassador makes notification as appropriate (ie; departments, associates, guest and Guestware)

  Yes

  No

  N/A

• Ambassador checks to ensure the problem is resolved to the guests satisfaction

  Yes

  No

  N/A

• Ambassador thanks the guest for their business

  Yes

  No

  N/A

• Ambassador offers a fond farewell<br>Ex: It has been delightful serving you, thank you for staying with us, thank you for choosing Renaissance, etc

  Yes

  No

  N/A

• Type Detailed Observation Notes of the Ambassador's interaction with the guest