03FBRSVN

Enter Reservations Agent name(s)

Enter Restaurant name(s)

Telephone - Telephone etiquette meets standard

Telephone - Warm welcome/greeting provided

Telephone - Reservation Agent follows phone etiquette

Reservation Agent asks all required questions to meet standard

Reservation Agent confirms information

Telephone - Guest name used during the experience, when known

Telephone - Further assistance offered to the guest

Telephone - Warm and sincere closing offered and appreciation demonstrated

Telephone - Reservation Agent provides a fond farewell (Three Steps of Service)

Telephone - Reservation Agent uses appropriate verbiage and shows genuine concern for the guest

Telephone - The overall experience met guest expectations and was free of negative detractors

Reservation Agent enhances emotional engagement (positive)

Reservation Agent enhances emotional engagement (negative)