BSA-Spa-Departure

1. First Impression - Service Behaviors (point values 8)
Mark N/A if any of the following:
? Area not staffed during evaluation
? Facility not present or not available for guest use
The associate must minimally:
? Attempt to acknowledge the guest when standing in a queue, either verbally or non-verbally
? Follow the 15 / 5 (4.6m / 1.5 m) Rule
o Make eye contact and smile at 15 feet (4.6m or 15 steps)
o Maintain eye contact at 5 feet (1.5m or 5 steps)
o Provide a warm greeting/welcome
? Maintain good posture and eye contact through visible engagement and attentive listening
? Be well-groomed and professional wearing clean attire that is in good condition
  • 8
  • 0
  • N/A
Staff Service / Core Service
2. Associate determines satisfaction with treatment (point values 2)
Mark N/A if you find any of the following:
? Property does not have a spa facility on premises
? Area is fully booked and does not have availability for any treatments or services
? Area is under complete renovation and not available for guest use
Associate must ask how the treatment was
Evaluate your service and observe others being checked-in and Mark No if Agent does not verify satisfaction
  • 2
  • 0
  • N/A
Staff Service / Touchpoint Service
3. Associate informs guest of gratuity (US/CAN) (point values 4)
Mark N/A if you find any of the following:
? Property does not have a spa facility on premises
? Area is fully booked and does not have availability for any treatments or services
? Area is under complete renovation and not available for guest use
? Gratuity/Service charge not included automatically
Agent must minimally inform you of the Spa service charge (gratuity)
? Aggressive gratuity solicitation is not acceptable
Evaluate your service and observe others being checked-in and Mark No if any of the above criteria are not met
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
4. Spa Check-Out Experience (point values 4)
Mark N/A if you find any of the following:
? Property does not have a spa facility on premises
? Area is fully booked and does not have availability for any treatments or services
? Area is under complete renovation and not available for guest use
Associate must :
? Conduct entire transaction in less than 5 minutes
o Excluding time waiting in line
? Provide a copy of bill:
o Neat and legible
o Accurate
o In a folio or envelope
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
5. Associate provides a professional persona (point values 4)
Mark N/A if any of the following:
? Area/service not selected for evaluation
? Agent not present
Agent and Attendant must:
? Only engage in work-related conversation with other associates when guests present
o Includes cell phone and radio conversations
o Earpiece must be used for all radio conversations
? Offer an escort as well as directions if a location that the guest asked about is not in visible sight
Mark No if you encounter or observe any of the following:
? Escort not offered
? Non-work related matters discussed in your presence
? Earpiece not used
  • 4
  • 0
  • N/A
Staff Service / Touchpoint Service
6. Guest name used during the experience, when known (point values 4)
Mark N/A if any of the following:
? Guest name not known
? Area not staffed during evaluation
? Facility not present or not available for guest use
The associate must use the guest’s name, when known
  • 4
  • 0
  • N/A
Staff Service / Core Service
7. Closing Guest Interaction – Service Behaviors (point values 4)
Mark N/A if any of the following:
? Area not staffed during evaluation
? Facility not present
? Area is under complete renovation and not available for guest use
? Individual previously encountered during consecutive interactions
The associate must minimally:
? Provide a warm and sincere closing
o E.g., “Enjoy your stay”, “Enjoy your afternoon”, “Have a great night”
? Demonstrate appreciation
o E.g., “Thank you for joining us today”, “We appreciate you staying with us”, “It was a pleasure”, “Thank you for your loyalty”
  • 4
  • 0
  • N/A
Staff Service / Core Service
8. Spa Front Desk Agent - The overall experience met guest expectations and was free of negative detractors
  • 0
Staff Service / Core Service
9. Rate Emotional Engagement with interaction (point values 0)
Mark N/A if interaction not completed
After your experience, rate your interaction:
? Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual
? Neutral engagement: Respected, Understood, Content – not swayed positively or negatively
? Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated
Scoring Methodology:
? Positive – 2 of 0 points
? Neutral – 0 of 0 points
? Negative – -2 of 0 points
  • Positive 2
  • Neutral 0
  • Negative -2
Staff Service / Touchpoint Service
Auditor
Testee:
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