Information

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

ENGAGEMENT/COMMUNICATION

  • Associate ensure that any public space is clear from bell-cart, wheelchairs, etc.

  • Communicates with Bellman for luggage assistance

GREET THE GUEST

  • Greets each guest with a warm smile and eye contact actively using 15/5 rule

  • The associate maintained good posture during the interaction (visibly engaged/listening attentively), smile, and eye contact throughout the interaction.

USES THE GUEST NAME

  • The associate directed the guest to the reception desk or specific area & introduced the guest by name

ESTABLISHES THE GUEST NEEDS

  • Ask how may I assist you when guest approach; offers directions & reccomendations.

  • Directed guest to Registration

MAKE IT BRILLIANT

  • The Host created a personal connection

  • The Host responded to Cues

  • The Host made it Brilliant

THANKS THE GUEST

  • The associate provided warm and sincere closing, thanking the guest for staying with us.

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