2018 RC BSA - PBX/Call Center Agent Departure Luggage Retrieval

• Conducted on

  Date

• Prepared by

• Location
  Address

Departure; Luggage retrieval request

• Phone answered within 3 rings

  Yes

  No

  N/A

• Warm, sincere greeting provided

  Yes

  No

  N/A

• Guest name used during call

  Yes

  No

  N/A

• Offer to retrieve car or arrange other transportation

  Yes

  No

  N/A

• o Does not apply for single-family homes (RCDC)

  Yes

  No

  N/A

• Estimated time of pick-up provided

  Yes

  No

  N/A

• Informs guest if there will be more than a 5 minute delay with luggage pick-up (RC)

  Yes

  No

  N/A

• o Notification of any delay is required at Clubs (RCDC)

  Yes

  No

  N/A

• Provides own name and offers other assistance

  Yes

  No

  N/A

• Extends a fond farewell and shows appreciation to the guest for staying

  Yes

  No

  N/A

• Bell Staff must arrive in a timely fashion: Arrive at room within 5 minutes of time requested if pre-arranged

  Yes

  No

  N/A

• Arrive at room within 8 minutes of departure call if not pre-arranged

  Yes

  No

  N/A

• It is acceptable if follow up call is made to advise of a new arrival time.

  Yes

  No

  N/A

• Employees are expected to provide a service experience that positively influences emotional engagement

  Yes

  No

  N/A