You provided a very good description of our normal operating procedure, our NOP. Active offer does indeed begin with “Hello, Bonjour.”
If ever the person can't speak French... For the Olympics, we're currently developing a checklist with common phrases in French and English. As you mentioned, the employee should have gone and found a co-worker. Unfortunately, on that day, there were 10 bilingual individuals at the screening points and they did not take the time... An investigation was conducted, and I assure you that appropriate corrective measures will be taken.
Let's go back to the training aspect. There are two aspects that concern us in this matter: training and oversight. That's to ensure them that what we teach them in training is also applied in everyday activities.