Title Page
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Talent Audited
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Conducted on
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Prepared by
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Location
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1. greet with warm welcome
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2. eye contact & smile, use name
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3. posture, do not lose focus
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4. acknowledge answer/comments
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5. “Is there anything else I can assist you with?”, do not decline / offer alternative
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6. Close with thank you/my pleasure + guest name + positive wish
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7. demonstrate appreciation
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8. grooming, uniform, W Pin
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9. verbiage, warm conversation
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10. work related conversation
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11. Staff performs requirements of their department knowledgeably. Staff capable to answer question about entore hotel / obtains assistance
