2018 W BSA - Whatever/Whenever - Wake-Up Call

• Conducted on

  Date

• Prepared by

• Location
  Address

Whatever/Whenever Receives wake-up call request

• Whatever/Whenever must take all wake-up call requests (NO if they transfer call or do not take the call)

  Yes

  No

  N/A

• Telephone etiquette meets standard

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• Whatever/Whenever confirms request and includes; last name, wake-up time, and room number

  Yes

  No

  N/A

• Anticipatory phrase is used (Further assistance offered)

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

Wake-Up Call is delivered

• Call and follow-up call must be within 5 minutes of requested time

  Yes

  No

  N/A

• Operator must provide a warm greeting with a smile in their voice

  Yes

  No

  N/A

• Guest is addressed by name

  Yes

  No

  N/A

• Current time is provided

  Yes

  No

  N/A

• On-brand messaging is provided (appropriate weather-related item, quote or info about Happenings/programming)

  Yes

  No

  N/A

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

  Yes

  No

  N/A