Manager-On-Duty Checklist

Instructions:
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1. Answer all the questions provided below.
2. Add photos and notes/comments by clicking on the paperclip icon, if applicable.
3. To add a Corrective Actions click on the paperclip icon then "Add Action", provide a description, assign to a member, set priority and due date.
4. Complete audit by providing digital signature.
5. Return the iPad with the beverage card to Hotel Admin (dect phone 55007) after use.

Audit Proper

Rate the focus for this month.

• Experience Standards
FRIENDLY|WHO I AM

Team members acknowledge guests by making eye contact, a nod or greeting & show a positive attitude..

Team members personalize conversations by using guest's name when he/she is presented with the SeaPass card. Team members speak in English or the guest preferred language

When presented with information, the team member listens & repeat information back to the guest to ensure proper understanding. The team member displays open & friendly body language to show the guest he/she is helpful.

Guests are not interrupted. Team member does not argue in front of, or with guests. Team members uses personal devices in public areas for guest assistance & work purposes. Guests always come first.

PASSIONATE|HOW I LIVE

Do team members carry the daily Cruise Compass?

Are team members familiar with the on board product,(e.g., drink of the day) or itinerary & Anthem's ship layout?

Team member amazes, surprises, & delights guests & looks for ways to enhance the guest's adventure, making the experience more memorable.

Have you observed team member recognizing Crown & Anchor guests?

COMMITTED|WHAT I DO

Have you observed team members working with guests to make sure any issue resolved?

Team members display a positive "can do!" attitude & approach guests that appear uncertain or in need.

Team members are committed in ensuring cleanliness of the ship. Every individual on board Anthem of the Seas takes action to resolve minor issues & spills, pick up loose trash, cups, and plates and report more significant issues.

• SERVICE STANDARDS
Safety & Security

Communication : All forms of communication follow the On board marketing guidelines

Any safety issues which could lead to accidents or injuries of guests or Shipboard employees.

Service Delivery

Initial welcoming of guests is energetic and it's not an opportunity for a hard sell.

Supervisors / managers are visible and engaged with the guests.

All telephone calls are answered within three rings, a cordial greeting, name, and the venue.

Behavior

Dect phones & radios are set on vibrate or at reasonable volume in guest areas.

Team members does not eat or drink while transiting guest areas. Also, chewing gum is not visibe.

Communication

All communication is free from informational, spelling & grammatical errors.

Ambiance

All venues are clean & well maintained.

Lighting : All light bulbs and lighting fixtures are in good & working condition.

Music & Audio : Audio is set to an appropriate level for the activities and programming or for background music.

Odors & Aromas : All public areas & public restrooms are free of unpleasant odors.

• Appearance & Uniform Standards

All appearance and uniform standards will be observed while working in guest-facing areas.

• Revenue

Revenue Opportunities : Do you see a missed or lost revenue opportunity? Any idea/suggestion on what might make more money in that area?

Completion
Audited By: (Name & Signature)
Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.