ZestTest
™
Spa / Wellness version
Staff assessment
WHO IS TAKING PART?
Who are you?
*
Please Select
Andera Vivian
Cynthia Marebe
Lynn Eshinali
Mwangi Mary Njeri
Poline Kendi Silas
Rachael Nthambi
Samuel Mugo
Sharon Kanana
Somen Petra Maria
Susan Night Wandera
Which outlet are you assessing?
*
Kitisuru
Gigiri
Karen
Tigoni
Kitisuru > Which role?
*
Front office associate
Spa therapist
Hair dresser
Nail technician
Barista
Other
Gigiri > Which role?
*
Front office associate
Spa therapist
Hair dresser
Nail technician
Barista
Other
Karen > Which role?
*
Front office associate
Spa therapist
Hair dresser
Nail technician
Barista
Other
Tigoni > Which role?
*
Front office associate
Spa therapist
Hair dresser
Nail technician
Barista
Other
Kitisuru > Front office associate > Which individual?
*
Clare Chepngetich
Judy Muthoni Mwangi
Shelmith Wangari Mwangi
Wanja Keziah Njeri
Gigiri > Front office associate > Which individual?
*
Elizabeth Wambui Macharia
Faith Nasaka Mabonga
Leila Majid Muthoni
Lenox Mwaisaka Isaac
May Olive Odhiambo
Karen > Front office associate > Which individual?
*
Gikundi Sharon Kanana
Rachael Nthambi Mbithi
Samuel Mugo Kiambi
Tigoni > Front office associate > Which individual?
*
Lucy Wamucii Ngotho
Sharon Varitin Mwamburi
Teresia Mwende Musyoki
Zipporah Odhiambo
Kitisuru > Spa therapist > Which individual?
*
Akidiva Edith Adisa
Caroline Wanjiku Mwangi
Cathrine Njambi Kinyajui
Doluma Lucy Wali
Gladys Wairimu Chege
Grace Wanjiku Ngugi
Hellen Ambalya Akhulunya
Kadenge Vivian
Kimani Peris
Margaret Ndinda Mutua
Mbugua Lucy Gathoni
Mburu Zipporah Njeri
Mutiso Bridgit Mumbua
Ndugire Mercy Gathoni
Nyambura Caroline Wambui
Nyambura Margaret
Ochieng Dorine Atieno
Otieno Lilian Adhiambo
Samuel Okumu Okwach
Gigiri > Spa therapist > Which individual?
*
Caroline Nduta Njau
Celestine Mbula Mutisya
Gathoni Elizabeth Gathungu
Grace Wanjiku Maina
Kirundi Maryanne Kirundi
Kuria Elizabeth Wambui
Loureen Adhiambo
Lydia Wangui Theuri
Maina Lucy Njuhi
Malonza Beatrice Kaiyu
Mariettah Mwabili
Muchiri June Olive
Mwati Ferishina Njeri
Naomi Kirigo Wachira
Ndungu Grace Wanjiku
Ngugi Hannah Njoki
Njuguna Gladys Wairimu
Otieno Maurine Awuor
Siocha Sammy Beri
Werimo Christine Bochaberi
Karen > Spa therapist > Which individual?
*
Anne Wanjiru Munga
Beth Nyambura Maina
Faith Muthoni Nthinga
Fiona Chelangat Koech
Judith Munanye Mbungu
Kaburu Mary Waithera
Monicah Regina Njeri
Nyaruai Judy Wangui
Pakili Anne Nanyori
Poline Kendi Silas
Silvia Njeri Ndungu
Susan Night Wandera
Susan Nyambura Chege
Vivian Wairimu Thuo
Wanjiku Martha Ng'ang'a
Tigoni > Spa therapist > Which individual?
*
Abigael Nyambura
Catherine Githini Githu
Esther Wanjiru Mugane
Florence Wanjiku Gichu
Joyce Afandi Mugodo
Karimi Agnes Wambui
Kellen Wangechi Muthoni
Khasandi Maurine Dorice
Kiarie Patricia Wanjiku
Maria Teresa Wambui
Maureen Njeri Njenga
Kitisuru > Hair dresser > Which individual?
*
Michael Gakuo
Paul Gatete Wangai
Gigiri > Hair dresser > Which individual?
*
Njoki Janet
Thomas Kamau
Karen > Hair dresser > Which individual?
*
Tigoni > Hair dresser > Which individual?
*
Kitisuru > Nail technician > Which individual?
*
Kiberenge James
Gigiri > Nail technician > Which individual?
*
Amos Kioko Kilungya
Karen > Nail technician > Which individual?
*
Tigoni > Nail technician > Which individual?
*
Kitisuru > Barista > Which individual?
*
Bernard Apollo Muriithi Maina
Nancy Katumbi Daudi
Gigiri > Barista > Which individual?
*
Paul Kinyanjui Thariki
Sammy Ochogo Bogonko
Karen > Barista > Which individual?
*
Tigoni > Barista > Which individual?
*
Kitisuru > Other > Which individual?
*
Lynn Eshinali
Monyenye Winie Moraa
Gigiri > Other > Which individual?
*
Koini Winnie Jeruto
Mwangi Mary Njeri
Somen PETRA MARIA
Karen > Other > Which individual?
*
Andera Vivian
Tigoni > Other > Which individual?
*
Cynthia Akalo Opuka
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 2.0
Build 240724
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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
3
4
5
Verbal welcome?
1
2
3
4
5
Comments or notes on welcome?
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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?
Acknowledgement, welcome, other pre-service aspects
Overall wait times
Providing bill/invoice, incl. dealing with any issues arising
Processing payment or other related tasks
Overall speed or duration of service delivery
Preparing / readying facilities
Staffing levels
Any additional comments or notes? [Speed of service]
Technical skills?
1
2
3
4
5
Which aspect(s) of technical skills were problematic?
Check-in/-out
POS/payment skills
Loyalty scheme skills
Gift certificate processing
Professional skills
Treatment skills
Sales skills: up-selling
Sales skills: bolt-on selling
Customer skills
Any additional comment or notes? [Technical skills]
Knowledge?
1
2
3
4
5
Which aspect(s) of knowledge were problematic?
Product knowledge — portfolio
Product knowledge — treatments
Product knowledge — retail / merchandise
Product knowledge — F&B
Product knowledge — other
Product knowledge — brand history/background etc.
Outlet knowledge — location of toilets
Outlet knowledge — location of all sections and facilities
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
4
5
Which aspect(s) of systems and processes were problematic?
Dress code (compliance with)
Name badge (not in use, or incorrect)
Periodic checks — toilets
Periodic checks — general cleanliness
Periodic checks — other
Dealing with children
Dealing with customers with special needs (disabled, elderly, etc.)
Dealing with pets or service animals
Dealing with inappropriate customers
Emergency situations / health & safety
Use of personal mobile/cell phone against policy
Preparedness (eg. pre-service mise-en-place, stock levels)
Queue/crowd-handling
Any additional comments or notes? [Systems and processes]
Authority to act?
1
2
3
4
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
Product/service changes and upgrades
Early / late check-in
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. VIPs, affiliates, influencers)
Any additional comments or notes? [Authority to act]
Behaviour?
1
2
3
4
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 on farewell?
Any final comments or observations on any aspect of this assessment? Please add them below, then click 'Submit'.
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