Title Page
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Associates Name
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Date and Time of Audit
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Auditor
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Location
Welcome Audit
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1. Uniform, name tag and Westin Pride pin meet standard
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2. Collects method of payment, verify ID
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3. Departure information reviewed: ask departure date, confirm room type
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4. Confirm billing information and incidental authorization amount
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5. Ask for departure time
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6. Notify guest that folio will be emailed
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7. If standing in queue, an attempt to acknowledge the guest was made in a timely manner
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8. Warm welcome/greeting provided: What brings you to Atlanta? Have you stayed here before?
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9. Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
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10. Bonvoy Acknowledged/asked to join, and correct benefits given: pref, gold, plat
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11. Offer MAGC benefit with clear explanation
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12. WiFi instructions given
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13. Proper key packet given and information communicated properly on packet: room number, rate info, check out date and name written
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14. Guest name mentioned at least three time during interaction
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15. Associate was knowledgeable about property offerings and connected guest with at least one brand initiative
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16. Further assistance offered to the guest
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17. Warm and sincere closing offered and appreciation demonstrated: walk around pod to hand keys to guest
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18. Other: Please describe any Other actions/words/verbiage or exceptional things that the agent can do to further improve their guest interactions
Completion
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90% or above is passing. Three audits at 89% or less receive counseling into disciplinary action including re-training
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Auditor's Signature
