Service and Integrity Standard Audit

Name of who's conducting role-play

Date *

Name of team member who did role-play *

Step of Service #1 - Greet your guest in a great way.

Team member is well positioned & stops what they are doing and warmly welcomes the guest by utilizing "4 S's" (Stop, Stand, Smile, Speak) greeting standards. (1 Pt) *

Ex: A smile is used, the host seems happy to see you, eye contact is used, etc.

(Verbal greeting) Ex: Great Morning / Afternoon / Evening, Welcome to Paradise.

Step of Service #2 - Obtain and utilize the guest's name naturally in conversation.

Team member introduces themselves to the guest and repeats the name back once they obtain the guest's name. (2 Pt) * Team member should share their name without being prompted.

Team member obtains guests name (1)

Team member introduces themselves to the guest by providing their name(1)

Team member did not introduce themselves OR obtain the guests name. (0)

Step of Service #3 - Ensure the guest is made aware of the various ways they can spend their day on the pool/beach.

Did the attendant proactively offer a complete range of available lounging options (e.g., lounges, cabanas, and choices of sunny/shady locations) by the pool? (1 Pt) *

Did the attendant make the guest aware of vacated chair policy? (1 Pt) *

The team member must communicate the vacated chairs policy: Unoccupied chairs will be cleared and reset after XX minutes (specify time) IF the chair is needed for an arriving guest. The team member must also recommend/advise the guest to leave a personal belonging on the chair, as unreserved chairs without items are frequently cleared immediately.

Did the attendant utilize descriptive language to maximize Cabana Sale? (1 Pt) *

Did the team member use the rule of 6 to pitch the cabana? Was luxury language used to enhance the value of the cabana?

Yes (1)

No (0)

NA (1)

Team member gives a general orientation of the pool area to first time guests. (IF APPLICABLE) *

Team member should ask guest if it is their first time staying at the hotel. If yes, the team member informs guest of nearest restuarant, bar, bathrooom, game area, entrance to beach, etc.

Yes (1)

No (0)

NA (1) - Not a first time guest

Step of Service #4 - Offer all amenities such as Food & Beverage, Lotions, BouYah.

Were amenities offered by the team member? (Food & Beverage, Lotions, BouYah if applies) *

Food & Beverage (1)

Lotions (1)

BouYah (or other Activities IF Bouyah is not offered at this location) (1)

None were mentioned (0)

Step of Service #5 - Invest in the Guest.

The team member maintains great posture, smiles, eye contact, and attentive listening. (1 Pt) *

Did the attendant have an appropriate pace throughout the interaction?

The team member uses appropriate verbiage (no slang, phrase fragments or casual verbiage during interaction). (1 Pt) *

Did the team member utilize luxury language - formal verbiage? (Great Morning, Absolutely, Certainly, Ladies & Gentlemen, It would be my pleasure, Allow me to assist, Allow me a moment, etc) instead of ( Hi, yes, no, i dont know, ok, guys, folks, family etc)

Well-groomed & Immaculate Uniform? Team member is exemplifying BB & Property's uniform standards (white belt, white shoes & socks, property standard uniform (1 Pt) *

Did the attendant proactively initiate conversation to establish a personal guest connection ? (1 Pt) *

Ex: "Is your your first time here? Are you celebrating anything throughout your stay? Do you have any exciting plans for your stay?" etc . *Team member should be creating guest connection while walking guest over and setting them up.

Did the team member demonstrate genuine interest in the guest's conversation by responding with a statement of care or asking relevant follow-up questions? (1 Point) *

Example: When a guest mentions a birthday, the team member should respond with an expression of care ("I hope you have a wonderful birthday with us") or a follow-up ("Do you have anything exciting planned to celebrate?") to foster a personal connection.

Service is thoughtful and intuitive. Team member owns & resolves guest's requests immediately, demonstrating anticipatory service when appropriate and helpful. (1 Pt) *

Did the attendant proactively offer full shade or lotions to guest? Privacy for couples or people alone? Amount of chairs based on group size? Recommendation based on guest preference? Instructions on how to prompt for additional service/server?

Close interactions with sincere farewell and show appreciation. Team member reminds the guest of their name as well as utilize the guests name when closing. (3 Points) *

The attendant successfully concluded the interaction with a sincere closing. (1 Pt)

Attendant's own name was shared again (1 Pt)

Attendant used guest's name (1 Pt)

Closing was incomplete and unsincere

Summary of Roleplay - Detail all missed points here: