Concierge WW Request Q-CP

• Talent Names

• Conducted on

  Date

• Prepared by

• Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes?

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• Staff politely acknowledges the guest when appropriate and reasonably possible within 1 minute

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• The staff is polite and maintains a gracious tone and the appropriate pace throughout the interaction

  Yes

  No

  N/A

• " Did the employee use the guest's name naturally and discreetly without overusing it?"

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• When appropriate, staff asks guiding questions to ascertain the guest's preferences

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• " If a restaurant recommendation was requested, did the employee ascertain the type/style of restaurant preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options?"

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with a polite, appropriate remark

  Yes

  No

  N/A

• Staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• Staff responds to or confirms in-house requests within two hours

  Yes

  No

  N/A

• Staff responds to or confirms pre-arrival requests within 24 hours

  Yes

  No

  N/A

• When appropriate, staff effectively provides directions and transportation options

  Yes

  No

  N/A

• " Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling, walking, public transport)?"

  Yes

  No

  N/A

• Property offers high quality and curated experiences, itineraries or activities

  Yes

  No

  N/A

• Staff does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A

Additional Information

• Comment & Percentage