W Hotels - Moment of Truth Audit

• "In The Moment" Service Observation

• Conducted on

  Date

• Prepared by

• Talent Name:

• Department Audited:

  Welcome

  B&F

  Style

  Security

• Time of Audit:

  Date

• Observe if the talent performs the following:

1st Step of Service (Up to 5 points)

• 1. Makes immediate eye contact, smiles, and acknowledges the guest

  Yes

  No

  N/A

• 2. Smiles throughout warm welcome

  Yes

  No

  N/A

• 3. Uses the guest name or asks when unknown (if applicable)

  Yes

  No

  N/A

• 4. Maintains an "On Stage" posture

  Yes

  No

  N/A

• 5. Uses proper verbiage throughout the conversation

  Yes

  No

  N/A

2nd Step of Service (Up to 3 points)

• 6. Anticipates guest needs by listening to their conversation and looking for potential unexpressed wishes and needs

  Yes

  No

  N/A

• 7. Treats the request/opportunity as severe and resolves the problem within 10 minutes

  Yes

  No

  N/A

• 8. Engages in genuine warm conversation

  Yes

  No

  N/A

3rd Step of Service (Up to 2 points)

• 9. Mentions their own name during the encounter

  Yes

  No

  N/A

• 10. Extends a fond farewell using the guest name (when known)

  Yes

  No

  N/A

• Did you share these observations with the Talent?

  Yes

  No

  N/A

• Additional Comments: