Title Page
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Site conducted
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Audit Title (name of person being auditied
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Conducted on
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Prepared by ( name of person conducting audit)
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Wake up call is made within 2 minutes of requested time
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Agent provides a warm greeting with a smile in their voice
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Agent addresses guest by name
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Agent provides guest the current time, temperature and/or weather forecast
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Agent provides group guests with their breakfast/meeting time and location
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Agent offers a follow up call in 15 minutes OR verifies that the guest wants their scheduled follow-up call
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Further assistance offered to the guest
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Agent extends fond farewell and uses guest name
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Agent records wake up call complete in Opera
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Follow up call is made within 2 minutes of requested time
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Agent records follow up call complete in Opera
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Telephone conversation is clear
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Agent is Highly articulate, uses a Polite and gracious tone Smiles through phone
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The overall experience met guest expectations and was free of negative detractors
