Was the guest addressed by name with a warm & cheerful greeting?
Did the receptionist introduce themselves & where they were calling from?
Did the receptionist explain the purpose of the call to the guest & check if this was a good time for the guest to speak?
Were the correct booking details confirmed to the guest?
Did the receptionist discuss breakfast options (& attempt to upsell if the guest did not have breakfast included)?
Did the receptionist enquire about the guest's visit to Edinburgh?
Were the guest's informed of any ongoing events, attractions or offers?
Did the receptionist enquire about dinner plans / offer to book (if appropriate)?
Did the receptionist enquire how the guest was making their way to the hotel, and offer to email parking information/directions if required?
Did the receptionist end the call in a polite & positive way? i.e. "Looking forward to meeting you next week?"
Did the receptionist request the guest's email address to send them a follow up email with any information they may have requested?
Were any alerts, traces, profile information or fixed charges added to the booking and the diary on the correct date?
Were any required follow up emails sent in a timely manner?
Please enter any feedback given to the receptionist after the call