2018 RC BSA - PBX/Call Center Wake-up Call

• Conducted on

  Date

• Prepared by

• Location
  Address

Wake-up Call Request

• Answer phone in 3 rings or less

  Yes

  No

  N/A

• Provide a warm greeting with a smile in their voice

  Yes

  No

  N/A

• Address guest by name

  Yes

  No

  N/A

• Offer 15 minute follow-up call

  Yes

  No

  N/A

• Offer complimentary tea/coffee to be delivered to the room just after the wake-up call (Club Level only) (RC)

  Yes

  No

  N/A

• Verify information for accuracy

  Yes

  No

  N/A

• Ask if there is any other way for them to be of service

  Yes

  No

  N/A

• Be courteous, helpful and articulate

  Yes

  No

  N/A

• Extend a fond farewell; sincerely thank you and use your name

  Yes

  No

  N/A

Wake-Up Call Delivery

• Call and follow-up call must be within 2 minutes of requested time

  Yes

  No

  N/A

• Provide a warm greeting with a smile in their voice

  Yes

  No

  N/A

• Address you by name

  Yes

  No

  N/A

• Provide current time

  Yes

  No

  N/A

• Provide temperature or weather forecast

  Yes

  No

  N/A

• Offer 15 minute follow-up call

  Yes

  No

  N/A

• o If follow-up call is already scheduled offer should not be made

  Yes

  No

  N/A

• Extend fond farewell

  Yes

  No

  N/A