AYS Service Excellence Audit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

PROFESSIONAL APPEARANCE/GROOMING STANDARDS

• Was the call answered in 3 rings, is the agent managing the call volume & asking to place people on hold

  Needs Improvement

  Satisfactory

  Skilled

GREET THE GUEST

• Uses the proper time of day<br>

  Needs Improvement

  Satisfactory

  Skilled

• Uses proper scripting "At your service" for in house calls & "The Houston Airport Marriott" for outside calls with a smile in your voice<br>

  Needs Improvement

  Satisfactory

  Skilled

• Ask "how may i assist you" and uses learn if the guest expresses any complaints<br>

  Needs Improvement

  Satisfactory

  Skilled

USES THE GUEST NAME

• Uses the guest name at least once, twice if possible

  Needs Improvement

  Satisfactory

  Skilled

ESTABLISHES THE GUEST'S NEEDS

• Takes ownership of the call. Only transfers calls when absolutely necessary.<br>Knowledge about the hotel, local area, and gives correct hours of operations.

  Needs Improvement

  Satisfactory

  Skilled

MAKE IT BRILLIANT

• The Host created a personal connection

  Needs Improvement

  Satisfactory

  Skilled

• The Host responded to Cues

  Needs Improvement

  Satisfactory

  Skilled

• The Host Made it Brilliant

  Needs Improvement

  Satisfactory

  Skilled

THANK THE GUEST

• Recognizes guest Elite Status, offers further assistance and thanks guest

  Needs Improvement

  Satisfactory

  Skilled