Title Page
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Numbers to Know:
Rapid Response: 8888
Public Area Supervisor on Duty: 56005 Day / 56006 Night
Maintenance: 1800
Security: 7777
Emergency: 911
Nurse on Duty: 1200 -
Voyage
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Position
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Date Audit Conducted
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This Month's Focus: HELPFUL
Be a team player.
• I treat people the way I would like to be treated. I always respect others' personal and cultural differences.
• I work together with my shipboard and shoreside family to deliver The ROYAL Way experience to every guest.
• I display friendly camaraderie with my fellow Shipboard Employees. -
Areas to Check: Discretion of the manager that is on duty
Manager-On-Duty Checklist
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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
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Rate the focus for this month.
• Experience Standards
FRIENDLY|WHO I AM
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Team members acknowledge guests by making eye contact, a nod or greeting & show a positive attitude..
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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
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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.
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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
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Do team members carry the daily Cruise Compass?
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Are team members familiar with the on board product,(e.g., drink of the day) or itinerary & Anthem's ship layout?
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Team member amazes, surprises, & delights guests & looks for ways to enhance the guest's adventure, making the experience more memorable.
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Have you observed team member recognizing Crown & Anchor guests?
COMMITTED|WHAT I DO
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Have you observed team members working with guests to make sure any issue resolved?
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Team members display a positive "can do!" attitude & approach guests that appear uncertain or in need.
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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
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Communication : All forms of communication follow the On board marketing guidelines
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Any safety issues which could lead to accidents or injuries of guests or Shipboard employees.
Service Delivery
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Initial welcoming of guests is energetic and it's not an opportunity for a hard sell.
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Supervisors / managers are visible and engaged with the guests.
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All telephone calls are answered within three rings, a cordial greeting, name, and the venue.
Behavior
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Dect phones & radios are set on vibrate or at reasonable volume in guest areas.
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Team members does not eat or drink while transiting guest areas. Also, chewing gum is not visibe.
Communication
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All communication is free from informational, spelling & grammatical errors.
Ambiance
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All venues are clean & well maintained.
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Lighting : All light bulbs and lighting fixtures are in good & working condition.
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Music & Audio : Audio is set to an appropriate level for the activities and programming or for background music.
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Odors & Aromas : All public areas & public restrooms are free of unpleasant odors.
• Appearance & Uniform Standards
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All appearance and uniform standards will be observed while working in guest-facing areas.
• Revenue
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Revenue Opportunities : Do you see a missed or lost revenue opportunity? Any idea/suggestion on what might make more money in that area?
Completion
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Audited By: (Name & Signature)
