Question
Response
Details
Was the employee’s speech clear and use of English adequate to be fully understood? Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner? Did the employee use the guest's name naturally and discreetly without overusing it? Did the employee display a high level of confidence when carrying out his/her duties? Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required? Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)? Did the employee make every effort to meet the guest's requests or offer a suitable alternative? Did an employee personalize the interaction in any way and engage the guest as an individual? Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive? Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? Did employees maintain alert postures and respect the guest's presence when interacting with each other? Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/ resolution?
Yes
Yes
Name was use with credit card was presented
Yes
Yes
Yes
Yes
Yes
Sarah could have shown more genuine interest and engaged in conversation when appropriate
No
Yes
Yes
Yes
Sarah noticed guest was on the phone and did not interrupt but rather went back for quality check shortly after
Yes
18 Jul 2019 / Kristi Grotsch Score (42/48) 87.5%
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