Information

  • "In The Moment" Service Observation

  • Conducted on

  • Prepared by

  • Talent Name:

  • Department Audited:

  • Time of Audit:

  • 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

  • 2. Smiles throughout warm welcome

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

  • 4. Maintains an "On Stage" posture

  • 5. Uses proper verbiage throughout the conversation

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

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

  • 8. Engages in genuine warm conversation

3rd Step of Service (Up to 2 points)

  • 9. Mentions their own name during the encounter

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

  • Did you share these observations with the Talent?

  • Additional Comments:

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