ZestTest
™
Hotel version
Staff assessment
WHO IS TAKING PART?
1) First, scan your own supervisor ZestTest QR code
...or enter your own user ID
2) Next, scan the staff member's ZestTest QR code
...or enter their user ID
Are there any exceptional circumstances related to this assessment?
Staff assessment
Ver 1.11
Build 030422
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ASSESSMENT
In all the questions that follow, please select your rating on a scale of 1 to 5 stars, where 1 means very poor or non-existent, and 5 means excellent.
STEP 1: WELCOME
How would you rate this staff member's...
Smile?
1
2
3
4
5
Eye contact?
1
2
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4
5
Verbal welcome?
1
2
3
4
5
Comments or notes?
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STEP 2: SERVICE DELIVERY / INTERACTION
How would you rate this staff member in the following areas? (Please note: in this section, for ratings of 3 stars or fewer, you will be asked to provide additional details to support your rating.)
Speed of service?
1
2
3
4
5
Which aspect(s) of the speed of service were problematic?
Check-in/out and related tasks (excl. bill payment)
Processing payment or other bill-related tasks
Taking or understanding guest's order / instruction
Delivering guest's order / following instruction
Luggage handling / porterage
Transportation issues (delays, lack of availability, etc.)
Preparing / readying facilities
Overall/general slow performance
Staffing levels
Team communications (eg. use of intercom system)
Any additional comments or notes? [Speed of service]
Technical skills?
1
2
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5
Which aspect(s) of technical skills were problematic?
POS/payment skills
Loyalty scheme skills or use
Presentation and service skills
Sales skills: up-selling
Sales skills: bolt-on selling
Sales skills: suggestive selling
Sales skills: sales process as a whole
Logistics and manoeuvring
Customer skills
Group customer skills
Any additional comment or notes? [Technical skills]
Knowledge?
1
2
3
4
5
Which aspect(s) of knowledge were problematic?
Product knowledge — F&B
Product knowledge — guest services
Product knowledge — business/conference services
Product knowledge — retail / merchandise
Product knowledge — other
Product knowledge — menu (specials)
Outlet knowledge — location of toilets
Outlet knowledge — location of all sections and items
Outlet knowledge — opening/operating hours
Outlet knowledge — transportation-related
Outlet knowledge — surrounds/vicinity
Additional services (eg. hire items, private parties)
Any additional comments or notes? [Knowledge]
Systems and processes?
1
2
3
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5
Which aspect(s) of systems and processes were problematic?
Dress code (compliance with)
Queue/crowd-handling
Periodic checks — toilets
Periodic checks — other
Age/ID verification
Dealing with children
Dealing with customers with special needs (disabled, elderly, etc.)
Dealing with pets or service animals
Dealing with substance abuse / intoxication
Emergency situations / health & safety
Use of personal mobile/cell phone against policy
Name badge (not in use, or incorrect)
Preparedness (eg. pre-service mise-en-place, stock levels)
Any additional comments or notes? [Systems and processes]
Authority to act?
1
2
3
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5
Which aspect(s) of the authority to act were problematic?
Dealing with complaints
Dealing with product returns
Dealing with cancellations/voids
Dealing with refunds/comps
Room changes and upgrades
Early check-in / late check-out
Dealing with suspected crime
Dealing with actual or apparent crime
Escalating issues correctly to management
Dealing with disruptive or abusive customers
Handling of issues against company policy
Dealing with internal issues (staff-related, policy violations, etc.)
Dealing with special stakeholders (eg. tour guides, coach drivers, influencers)
Any additional comments or notes? [Authority to act]
Behaviour?
1
2
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5
Which aspect(s) of behaviour were problematic?
Smile
Overall pleasant demeanour
Body language
Listening skills
Verbal/talking skills
Asking questions appropriately
Behaviour under stress/duress
Behaviour towards abusive, aggressive, etc. customers
Behaviour towards colleagues or management
Use of mobile/cell phone and/or other personal items in the presence of customers
Behaviour (physical and verbal) in the presence of customers
Any additional comments or notes? [Behaviour]
Need to take a photo of something?
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STEP 3: FAREWELL
How would you rate the staff member's...
Smile and eye contact?
1
2
3
4
5
Verbal farewell?
1
2
3
4
5
Comments or notes?
Any final comments or observations on any aspect of this assessment? Please add them below, then click 'Submit'.
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