Audit Information
Select date

Associate Name:


Hotel / Property

Observed By:

Behavioral Observation

Behavioral Observation -
Score based on the following criteria:
2-Needs Development
1-Needs Improvement
0-Not Displayed
N/A - Mark N/A only if applicable to the individual situation observed.

Voice / Tone - Associate speaks warmly, clearly and at an even pace
Words - Associate avoids using slang and hotel jargon, using only JW Marriott In tune Language
Body Language - Associate maintains JW In Tune posture before, during and after guest interactions, including using open hand, outstretched palm when directing and escorting a guest
Eye Contact - Associate maintains appropriate eye contact with guest throughout interaction

Service Harmonies and BSA Touchpoints

The service interaction below exhibits In Tune use of Service Harmonies and other BSA Touchpoints

Be Present; Pause and Engage - associate uses 15-5 Rule to acknowledge and cordially greet guest. Pauses any current activity or conversation and engages with the guest.
Be Open; Lead with Yes - associate always begins response to inquiries and requests by verbal ozone what he/she can do for the guest, versus what he/she cannot do.
Be Thoughtful; Add the Unexpected - associate anticipates the guest's needs and delivers beyond their expectations to create a memorable experience.
Associate uses Guests name throughout the interaction; asks cordially for name if unknown.
Associate asks guest their purpose of travel to identify needs and offers services based upon their needs: -If guest visiting for conference; provides times and escorts guest or provides directions to meeting space, etc. -If guest visiting for business in the area; escorts or provides directions, provides business center service info., etc. -If guest visiting for pleasure; provides restaurant information, pool/recreation information, shuttle times, etc.
Associate uses Two Handed Delivery (where applicable) - Hands items to guest with two hands, including key packets, drinks, shopping bags, towels, etc. *may not always apply
Associate Builds Confidence with guests with respect to his/her area - When handing a guest off to another associate and when complimenting a decision a guest has made.
Associate offers further assistance - At the conclusion of the interaction, the associate asks "May I assist you with anything further?"
Associate offers a fond farewell - associate uses In Tune Language when bidding a guest farewell; e.g "It has been a pleasure serving you", "thank you for choosing JW Marriott", etc.

Handling Guest Opportunities

Listen: the associate listens with patience and does not interrupt the guest.
Empathize: the associate makes a statement that captures the emotion/content of the situation, identifying with the guests feelings
Apologize: the associate offers a sincere and personal apology, taking ownership of the opportunity
Respond: the associate works with the guest to identify a solution that pleases the guest
Notify: the associate makes notification as appropriate (i.e. informs departments and associates, informs the guest, and utilizes Guestware)
Opportunity is resolved to guest's complete satisfaction
Associate shows sincere appreciation for the guest
Associate offers a fond farewell - associate uses In Tune Language when bidding guest farewell; e.g. "It has been a pleaded serving you", "thank you for choosing JW Marriott", etc.

Observation Notes

Was the Associate carrying his/her JW Marriott Commitment Card?

Was the Associate wearing his/her Nametag and Griffin Pin?

Associate was able to identify the Service Note of the day from the Daily Rehearsal.

Associate can name 3 things that were discussed in their department's Daily Rehearsal that day.

Detailed Observation Notes

Enter any observation notes or hotel specific focus items here:

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.