Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
ENGAGEMENT/COMMUNICATION
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Associate ensure that any public space is clear from bell-cart, wheelchairs, etc.<br>
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Opens vehicle door promptly
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Communicates with Bellman for luggage assistance
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Is podium neat and orderly and in proper working condition.
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is posted at or near the Front doors at all times, unless assisting guest?
GREET THE GUEST
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Keeps loading zone and sidewalk clean and welcoming
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Greets each guest with a warm smile and eye contact actively using 15/5 rule
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The associate maintained good posture during the interaction (visibly engaged/listening attentively), smile, and eye contact throughout the interaction.
USES THE GUEST NAME
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The associate directed the guest to the reception desk or specific area & introduced the guest by name
ESTABLISHES THE GUEST NEEDS
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Ask how may I assist you when guest approach; offers directions & reccomendations.
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Explains valet parking service, signs guest up,advises prices and possible wait time to retrieve car.
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Assists with getting cab, offering directions, recommending places to visit.
MAKE IT BRILLIANT
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The Associate created a personal connection
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The Associate responded to Cues
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Associate recognizes when the guest needs assistance or when they do not wish to be bothered.
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The Associate made it Brilliant
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Associate offered assistance with bags, directions, places to visit. Associate went above and beyond the normal levels of service by engaging and making the interaction memorable.
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Associate uses positive body language
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Associate offers unique recommendations
THANKS THE GUEST
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The associate provided warm and sincere closing, thanking the guest for staying with us.
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The associate offers further service, ie if you need anything else please let me know!
IMAGE
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Valet / Doorman meets the AC image minimum requirement?
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At a minimum agent needs to have good hygiene, hair and facial hair clean, neat and orderly.
Agent should be in proper uniform that is clean and crisp.
Agent should not been smoking, eating etc -
Associate is wearing uniform, Nametags
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Manager
