Beatrice Manno

W COSTA NAVARINO- W Lux Basics

W Rome Internal BSA audit - all departments

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Title Page

Talent Audited
Conducted on
Prepared by

1. ACE THE BASICS: greet with warm welcome and anticipation
2. SHOW HEART: eye contact and smile. Introduce yourself & use guest name
3. posture, do not lose focus
4.LEARN: acknowledge answer/comments & demonstrate appreciation
5. KEEP IT REAL: appropriate verbiage, warm conversation
6.OWN IT: “Is there anything else I can assist you with?”, do not decline / offer alternative
7. Close with thank you/my pleasure + guest name + positive wish
8. ALL IN: work related conversation, offer escort if location is not at visible sight
9. REMIX LUXURY: Talent performs requirements of their department knowledgeably. Capable to answer question about entire hotel / obtains assistance
10.grooming, uniform, W Pin

Beatrice Manno

W COSTA NAVARINO- W Lux Basics

W Rome Internal BSA audit - all departments

Use this Template

Print as PDF

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