Valet Service Excellence Associate Observation

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

ENGAGEMENT/COMMUNICATION

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

  Needs Improvement

  Satisfactory

  Skilled

• Communicates with Bellman for luggage assistance

  Needs Improvement

  Satisfactory

  Skilled

GREET THE GUEST

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

  Needs Improvement

  Satisfactory

  Skilled

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

  Needs Improvement

  Satisfactory

  Skilled

USES THE GUEST NAME

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

  Needs Improvement

  Satisfactory

  Skilled

ESTABLISHES THE GUEST NEEDS

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

  Needs Improvement

  Satisfactory

  Skilled

• Directed guest to Registration

  Needs Improvement

  Satisfactory

  Skilled

MAKE IT BRILLIANT

• The Host created a personal connection

  Needs Improvement

  Satisfactory

  Skilled

• The Host responded to Cues

  Needs Improvement

  Satisfactory

  Skilled

• The Host made it Brilliant

  Needs Improvement

  Satisfactory

  Skilled

THANKS THE GUEST

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

  Needs Improvement

  Satisfactory

  Skilled