Page 18 - STARTER KIT MATERIAL CUSTODIAN

STARTER KIT | HK-Material Custodian

SERVICE ENGINE

K eep eyes on guest, observe and anticipate interaction

N od, acknowledge and ask
STAGE 1

O ffer assistance voluntarily

W ith respect, confirm and validate understanding of
guest request

R ecall and review steps and procedures,

required to perform task

A dvice to deliver, request, ensures guest is
stable and comfortable
STAGE 2 P

erform task requested

I nstanly, get back to guest, prepare explain and/or show

the result of the completed task

D
etermine if the guest is delighted or diagnose improved
areas

G et guest verbal confirmation of service
delivery and delight

STAGE 3 O ffer other assistance and form the guest

interaction, thank guest for the
opportunity to service guest

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