BVLG - Reservations 23.07.23

1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

2. If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was <br>the caller offered a call back option?

3. Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a <br>distraction)?

4. Did the employee obtain all of the guests' and their children's names and ages (if applicable) and clarify <br>spelling where required?'

5. Did the employee clarify if the caller had stayed before?

6. Did the employee clarify the purpose of visit (i.e. celebration, business, etc.)?

7.Were a minimum of two room types and two room rates offered?

8. Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the individual guest's needs) by offering a <br>higher room category and/or package and highlighting its benefits (e.g. size, view, amenities, etc.) and if the <br>requested dates were unavailable were alternative dates/properties offered?

9. Did the employee use storytelling to give a sense of place and build anticipation prior to the stay?

10. Did the employee clearly state the room rate and what it included/excluded (i.e. any additional fees)?

11. If the caller was offered the option to join a loyalty club/marketing mailing list, was the guest's choice adhered <br>to?

12. Did the employee obtain the caller's telephone number?

13. Did the employee obtain the caller's e-mail address?

14. Did the employee advise on payment options and explain payment terms?

15. Did the employee explain the cancellation policy and if applicable, the deposit policy?

16. Did the employee ascertain the expected time of arrival and advise the check in time (in the case where the <br>guest was an early arrival)?

17. Did the employee clarify if the guest had any personal preferences (e.g. bed preference, smoking preference)?

18. Did the employee ascertain if the caller required any transport arrangements (e.g. car transfer, directions <br>etc.)?

19. Was an electric and/or hybrid hotel car option promoted for transfers, where available?

20. Did the employee offer any assistance with other bookings (e.g. offer to make a dinner or spa reservation)?

21. Did the employee repeat and confirm all details of the reservation during or at the end of the call (i.e. dates of <br>the stay, room type, rate)?

22. Did the employee offer a reservation number or booking reference?

23. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

24. Did the employee offer to send a confirmation and was it received within two hours of the call (i.e. if call was <br>made during the hotel's business hours)?

25. Did the confirmation show the hotel/group logo and reservations/hotel contact number and was all <br>information within the confirmation correct?

26. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

27. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

28. Did the employee use the guest's name naturally and discreetly without overusing it?

29. Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about the other hotel facilities or immediately offer to find out the information required?

30. Was service anticipatory / intuitive with the employee thinking ahead to act on future needs / opportunities of the guest?

31. Did the employee adapt to a changing situation and/or guest's need?

32. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

33. Did an employee personalize the interaction in any way and engage the caller as an individual?

34. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

35. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

36. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?