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)

Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.