The Gleneagles Way Training Topics

• Site conducted

  Select

• Conducted on

  Date

• Prepared by

• Team Member

Anticipatory Service

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them

  Yes

  No

  N/A

Guest Name Usage

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

Genuine Interest and Concern

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgably and

  Yes

  No

  N/A

Verbiage

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

Beginning & Closing Interactions - The Guest Journey

• Staff politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

Presentation and Professionalism

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A