Title Page
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Wake Up Call
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Prepared by
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Location
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Enter Operator staff name
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Telephone - Telephone etiquette meets standard
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Telephone – Warm welcome/greeting provided
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Telephone - Guest name used during the experience, when known
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Hotel Operator confirms all information and meets standard Mark N/A if you find any of the following:<br>• Area/service not selected for evaluation<br>Operator must:<br>• Staff confirms request and includes; last name, wake-up time, and room number<br>• Be courteous, helpful and articulate<br>Contact Operator and mark NO if you any of the above criteria is not met
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Telephone - Be nice! Use your hearts, minds and smiles to delight our guests Employee must minimally be nice, using hearts, minds and smiles to delight our guests during each interaction<br>• Examples include: displaying a caring attitude, being helpful, acting genuine, making guests feel welcomed/comfortable<br>Mark NO if employee did not delight during interaction
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Telephone - Own your guests: You are empowered to resolve guest issues Employee must minimally own your guests and take steps to resolve guest issues, including requests<br>• Must take personal responsibility for our guests’ happiness, safety and well-being<br>Examples:<br>• If the guest feels they’re getting the best attention and service, they’ll be your guest forever! If a guest calls and asks where they can buy their kids some Giants shirts while they’re in NY, find out.. you find out. Google it, Yelp it, We Chat it or maybe you already know.. but own it and make sure you give the guest as much information as possible. Distance the store is from the hotel, opening times etc.<br>• If a guest stops you in the lobby and asks for a bamboo toothbrush because they forgot theirs and don’t like to use plastic… Not a problem, let’s find one.. (hopefully you’ll have them in Guest services), but do whatever you can to insure you are efficient and effective in fulfilling the guest request give the guest as much information as possible. Distance the store is from the hotel, opening times etc.<br>Mark NO if employee did not take personal responsibility during interaction
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Telephone - Take personal responsibility to be an expert in your job, hotel and community Mark N/A if interaction did not allow question<br>Employee takes personal responsibility to be an expert in your job, hotel and community<br>Ask Employee a general, position/interaction appropriate question during the interaction and mark NO if they are unable to answer
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Telephone - Further assistance offered to the guest
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Telephone - Warm and sincere closing offered and appreciation demonstrated
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Telephone - The overall experience met guest expectations and was free of negative detractors
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Hotel Operator delivers wake-up call Mark N/A if you find any of the following:<br>• Area/Service not selected for evaluation<br>Call must be prompt and be within 2 minutes of requested time<br>Operator must minimally:<br>• Provide a warm greeting with a smile in their voice<br>• Address you by name<br>• Provide current time • Provide temperature or weather forecast<br>Answer call and mark NO if any of the above criteria are not met
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Rate Emotional Engagement with interaction Mark N/A if interaction not completed<br>After your experience, rate your interaction:<br>• Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated<br>Scoring Methodology:<br>• Positive – 4 of 4 points will be awarded<br>• Neutral – 0 of 0 points will be awarded<br>• Negative – 0 of 4 points will be awarded
