W BSA 2018 - IRD

Please Select Department being Audited

Telephone - Telephone etiquette meets standard

Telephone – Warm welcome/greeting provided

Telephone - Guest name used during the experience, when known

In-Room/Private Dining order properly taken

In-Room/Private Dining order taker makes suggestions/upsells additional items

Telephone - Further assistance offered to the guest

Telephone - Warm and sincere closing offered and appreciation demonstrated

Telephone - The overall experience met guest expectations and was free of negative detractors

In-Room/Private Dining delivered on time

Delivery - Room delivery announcement meets standard

Delivery - Warm welcome/greeting provided

Delivery - Guest name used during the experience, when known

Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Delivery - Well-groomed and professional, wearing a uniform

W pin is worn and meets standard

Server follows correct procedures for entering guestroom

Server creates dining ambiance

In-Room/Private Dining order delivered as ordered and complete

Server presents bottled wine before serving

In-Room/Private Dining table enlivens the senses

Food is designed to be visually appealing

Food and beverages were properly prepared and met guest expectations for taste

Server properly presents the check

Tray pick-up procedure explained

Server owns and resolves guest's requests and opportunities immediately

Server uses appropriate verbiage and shows genuine concern

Server does not decline a request without offering alternatives

Delivery - Further assistance offered to the guest

Delivery - Warm and sincere closing offered and appreciation demonstrated

Delivery - The overall experience met guest expectations and was free of negative detractors

Rate Emotional Engagement with interaction