Symphony of Service Service Observations

• 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

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

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

  • 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 In-Tune Lanaguage

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

  • 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 interaction, including using open hand, outstretched palm when directing a guest

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

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

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

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

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

• The service interaction observation below touches GUEST Model and BSA service items.

• Associate uses 15/5 rule. If Associate is already engaged with a guest, he/she makes eye contact with guest.

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

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

• Associate uses guest's name throughout the interaction. Asks for name if it is unknown to associate.

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

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

• Associate asks the guest their purpose of travel to identify needs and offers service based upon those needs:

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

  • 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 guests with two hands, including key packets, drinks, shopping bags, towels, etc.

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

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

• Associate Pauses and Engages with guests. Stops any current activity or conversation and acknowledges the guest in front of him/her.

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

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

• Associate Leads with Yes. Does not say no to our guests and instead finds creative ways to deliver on guest requests.

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

  • 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. (i.e. when passing off to another associate, about the menu, about amenities of the hotel)

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

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

• Associate provides at least one thoughtful gesture during the interaction with the guest. Associate customizes any part of the interaction with the guest to go above and beyond.

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

  • 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 "Is there anything else that I can assist you with?"

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

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

• Associate offers sincere closing / fond farewell. It's been a pleasure serving you, thank you for staying with us etc.

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

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

• Associate was carrying his/her JW Marriott Commitment Card.

  Yes

  No

• Associate was wearing his/her Nametag and Griffin Pin.

  Yes

  No

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

  Yes

  No

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

  Yes

  No

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