Title Page
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Conducted on
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Observed by
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STAR name
- Allan
- Allison
- Anna
- Brandon
- Breanna
- Cala
- Chris
- Cody
- Dan
- Dene
- Diane
- Erika
- Garret
- Heather H
- Jaclyn
- Jazz
- Jordan
- Kelsey
- Krishna
- Laneia
- Linde
- Madalia
- Meaza
- Michele
- Nia
- Rico
- Samah
- Shelley
- Sylvia
- Webster
- West
- Bridgette
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Answer phone within 2 rings
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Use appropriate time of the day greeting. Introduce name if internal call. Friendly, pleasant, engaging demeanor
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What type of call is it?
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CID STAR answered the phone as “Fresh Bites”
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CID STAR inquired if the guest was familiar with the Fresh Bites program OR if they have ordered Fresh Bites before
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If the guest answered no, CID STAR explained the program in a positive way
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CID STAR verified room number, number of guests and delivery or pickup
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CID STAR informed the guest of the $5 delivery fee if the guest opted for delivery.
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If guest inquired, CID STAR offered recommendations on favorite items.
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CID STAR offered specific beverages or sides to go with the meal.
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On completion of the order CID STAR repeated the order including any special request or condiments
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CID STAR stated the total for the order
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CID STAR quoted a specific time for delivery
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CID STAR added the Elite button to the order for all Elite members
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CID STAR added the Celebrity Rush button to all VIP guest orders
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Use LEARN model for any issue
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The STAR followed Service Basic 4: Know Your Stuff
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The STAR confirmed the caller's request by repeating back key details to ensure correct understanding
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The STAR offered to deliver the item within 30 minutes
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Was the call transferred?
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CID STAR asked anticipatory/qualifying questions before transferring
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CID STAR promptly transferred guest to appropriate party
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CID STAR clearly announced where call was being transferred
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CID STAR did not blind transfer to internal departments
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Was the guest put on hold?
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Agent asked guest if they would mind holding, waited for guest to respond before putting on hold, and thanked them for allowing to put them on hold.
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Hold time was not longer than 30 seconds
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CID STAR thanked guest for holding upon return
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Guest name used during the experience, when known
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Further assistance offered to the guest
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Offered a warm and sincere closing and thanked guest for calling
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Recognized Marriott Elite Members by ending the call with “thank you for your loyalty”
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The STAR followed Service Basics 1 and 2 to close the interaction - Speak First, Speak Last
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Picture of phone log - Showing Elite status and "Fresh Bites" call (if any)
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STAR signature after review
