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MGM Service Principles

Was the guest greeted with a smile and eye contact?

Was then guest addressed by name during the interaction?

Did the clerk offer bellman assistance?

Was the guest asked about the quality of their experience? (How was your stay?)

If a problem was presented, did the clerk offer an apology and provide a solution?

Was the guest thanked and offered a departing remark? (Thank you, enjoy your stay.)

Service Recovery

Please comment on problem posed:

Please comment on the staffs members response / resolution:

Tone, Body Language, and Guest Sentiment

Warm tone, friendly and sincere? Did the clerk seem genuine?

Did the clerk make the guest feel welcome, important and valued? Personalized?

Additional Comments

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Clerk Signature

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