000G1 Hotel Test & Check - 7 Day Call Tracker

• Conducted on

  Date
• Hotel
  Address

• Audit conducted by

• Receptionist making the call

• Reservation number

7 Day Call Tracker - Introduction

• Was the guest addressed by name with a warm & cheerful greeting?

  Yes

  No

  N/A

• Did the receptionist introduce themselves & where they were calling from?

  Yes

  No

  N/A

• Did the receptionist explain the purpose of the call to the guest & check if this was a good time for the guest to speak?

  Yes

  No

  N/A

7 Day Call Tracker - Body of Call

• Were the correct booking details confirmed to the guest?

  Yes

  No

  N/A

• Did the receptionist discuss breakfast options (& attempt to upsell if the guest did not have breakfast included)?

  Yes

  No

  N/A

• Did the receptionist enquire about the guest's visit to Edinburgh?

  Yes

  No

  N/A

• Were the guest's informed of any ongoing events, attractions or offers?

  Yes

  No

  N/A

• Did the receptionist enquire about dinner plans / offer to book (if appropriate)?

  Yes

  No

  N/A

• Did the receptionist enquire how the guest was making their way to the hotel, and offer to email parking information/directions if required?

  Yes

  No

  N/A

7 Day Call Tracker - Completing the call

• Did the receptionist end the call in a polite & positive way? i.e. "Looking forward to meeting you next week?"

  Yes

  No

  N/A

• Did the receptionist request the guest's email address to send them a follow up email with any information they may have requested?

  Yes

  No

  N/A

• Were any alerts, traces, profile information or fixed charges added to the booking and the diary on the correct date?<br>

  Yes

  No

  N/A

• Were any required follow up emails sent in a timely manner?

  Yes

  No

  N/A

Feedback

• Please enter any feedback given to the receptionist after the call