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/beach? Was guest made aware of 30 minute chair policy? (2 Pt) *

30-minute reservation policy: Any unoccupied chairs will be refreshed and reset for new guests after 30 minutes

Yes (1) - All lounging options were offered

No (0) - Not all lounging options were offered

Yes (1) - Guest was made aware of 30 minute policy.

Did the attendant utilize descriptive language to maximize Daybed Sale? (1 Pt) * Did the team member use the rule of 6 to pitch the daybed? Was luxury language used to enhance the value of the daybed?

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

Team member informs guest of nearest restuarant, bar, bathrooom, game area, entrance to pool, etc. Team member reminds guest they need their room key to re-enter the pool from the beach.

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 attendant appear genuinely interested and engaged in the guest's conversation and connection? (1 Pt) * Team member engaged with topics of discussion and suggested appropriate recommendations based on guest preferences. Team member asked follow up questions to show interest in the guest.

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: