Renaissance Service Observations

• Document No.

• Audit Type

  Wow (service interaction)

  Resolve (problem resolution)

• Conducted on

  Date
• Location
  Address

Audit Information

• Ambassador Name

• Position

• Hotel / Property

• Observed By

Behavioral Observation - Score based on the following criteria: 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Imorovement 0 - Not Displayed

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

Service interaction includes BSA service items

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador provided warm and genuine welcome, indigenous where appropriate

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador anticipated the guest needs or delighted the guest during the arrival process (e.g. offer to take garbage from a guests hands; offers an umbrella; offers a welcome snack or room upgrade)

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador is knowledgeable of property offerings and local area

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador provokes the guest to discover something wonderfully new (e.g. initiates conversation and provides micro-local recommendations; and/or shares the hotels "In The Know" recommendations and local happenings)

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador uses guest name during the interaction

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador meets R-Image standards in each category: style, verbal communication, non-verbal communication and lifestyle focus

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador offers a warm and sincere closing demonstrating appreciation (e.g. it has been delightful serving you; thank you for staying with us; thank you for choosing Renaissance; etc.)

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador was carrying their R-Ways card?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Ambassador was wearing their name tag and R-pin

  Yes

  No

  N/A

L.E.A.R.N.

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Empathize - The Ambassador makes a statement that captures the emotion and content of the situation identifying with the guest feelings

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Apologize - The Ambassador offers a sincere and personal apology

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Notify - The Ambassador makes notifications as appropriate (i.e. departments, associates, guest, and GuestWare)

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

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

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador thanks the guest for their business

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Ambassador offers a fond farewell (e.g. it has been a pleasure serving you; thank you for staying with us; etc.)

  Select 5 4 3 2 1 0 N/A

  • 5
  • 4
  • 3
  • 2
  • 1
  • 0
  • N/A

• Enter any observation notes or hotel specific focus items here