Symphony of Service

• Document No.

• Audit Title

• Conducted on

  Date

Audit Information

• Select date

  Date

• Associate 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 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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Words - Associate avoids using slang and hotel jargon, using only JW Marriott In tune Language

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Eye Contact - Associate maintains appropriate eye contact with guest throughout interaction

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Be Thoughtful; Add the Unexpected - associate anticipates the guest's needs and delivers beyond their expectations to create a memorable experience.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Associate uses Guests name throughout the interaction; asks cordially for name if unknown.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Associate offers further assistance - At the conclusion of the interaction, the associate asks "May I assist you with anything further?"

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Listen: the associate listens with patience and does not interrupt the guest.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Empathize: the associate makes a statement that captures the emotion/content of the situation, identifying with the guests feelings

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Apologize: the associate offers a sincere and personal apology, taking ownership of the opportunity

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Respond: the associate works with the guest to identify a solution that pleases the guest

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Notify: the associate makes notification as appropriate (i.e. informs departments and associates, informs the guest, and utilizes Guestware)

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Opportunity is resolved to guest's complete satisfaction

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• Associate shows sincere appreciation for the guest

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

• 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.

  Select N/A 5 - Exceptional 4 - Skilled 3 - Satisfactory 2 - Needs Development 1 - Needs Improvement 0 - Not Displayed

  • N/A
  • 5 - Exceptional
  • 4 - Skilled
  • 3 - Satisfactory
  • 2 - Needs Development
  • 1 - Needs Improvement
  • 0 - Not Displayed

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

  N/A

  Yes

  No

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

  N/A

  Yes

  No

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

  N/A

  Yes

  No

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

  N/A

  Yes

  No

• Enter any observation notes or hotel specific focus items here: