Call Center Guest Requests

• Site conducted

  Select

• Audit Title (person being audited)

• Conducted on

  Date

• Prepared by (person conducting audit)

Guest Request Received

• Agent answers phone within 3 rings

  Yes

  No

  N/A

• Agent uses proper telephone etiquette during the transaction

  Yes

  No

  N/A

• Agent uses guest's name during the transaction

  Yes

  No

  N/A

• Agent provides time quote for response ** It is acceptable if quote is non-specific (e.g. "Immediately", "They will be right up")

  Yes

  No

  N/A

Dispatch Request

• Agent dispatches request via Mystique to the appropriate department within 5 minutes

  Yes

  No

  N/A

• Agent logs request in their call log.

  Yes

  No

  N/A

• Agent verifies that request is received by houseman/engineer and records received time in call log **Agent follows up with HM/ENG if not received in 5 minutes

  Yes

  No

  N/A

• Agent verifies that request has been delivered and records delivery time in call log **Agent follows up with HM/ENG if it has not been completed in 15 minutes

  Yes

  No

  N/A

Guest Follow Up

• Notify Guest if there will be a delay in delivering request

  Yes

  No

  N/A

• Agent follows up with the guest within 15 minutes of receiving notice that guest request has been completed.

  Yes

  No

  N/A

• If guest does not answer the phone, Agent leaves voice mail indicating attempt to ensure service was delivered to guest's satisfaction

  Yes

  No

  N/A

• Agent uses proper telephone etiquette, their own name, and guest's name during the transaction

  Yes

  No

  N/A

Record Keeping

• Agent closes Rapid Response in GXP

  Yes

  No

  N/A

• Agent enters/removes inventory item in Go-Concierge

  Yes

  No

  N/A

• Agent accurately completes the rapid response's entry in their call log

  Yes

  No

  N/A