16RR

Enter Operator's name(s)

Telephone - Telephone etiquette meets standard

Telephone – Warm welcome/greeting provided

Telephone - Guest name used during the experience, when known

Operator reacts as appropriate and sets expectation for resolution

Telephone - Further assistance offered to the guest

Telephone - Warm and sincere closing offered and appreciation demonstrated

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

Enter Person name(s) who responded to request

Enter Department name of person who responded to request, if provided

Rapid Response meets standard

Timely response and service provided

Guest's requests and opportunities are owned and resolved immediately

Delivery - Room delivery announcement meets standard

Delivery - Warm welcome/greeting provided

"Employee provides a warm welcome (Three Steps of Service)"

Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

Appropriate verbiage used and genuine concern shown

Request is not declined without offering alternatives

Employee is "On Stage"

Delivery - Well-groomed and professional, wearing a uniform

Employee takes pride in and takes care of personal appearance

Delivery - Guest name used during the experience, when known

"Employee anticipates need(s) (Three Steps of Service)"

Delivery - Further assistance offered to the guest

Delivery - Warm and sincere closing offered and appreciation demonstrated

"Employee provides a fond farewell (Three Steps of Service)"

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