FTG RSV Standards

• Document No.

• Conducted on

  Date

• Prepared by

• Completed on

  Date

• Personnel

Service Standards

• Telephone conversation is calm and clear

  Yes

  No

  N/A

• The guest is always asked permission before being placed on hold

  Yes

  No

  N/A

• No telephone hold longer than 30 seconds without offering call-back

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff exhibits genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeable and proficiently

  Yes

  No

  N/A

• Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• The guest's name is used effectively as a signal of recognition, but discreetly

  Yes

  No

  N/A

• Reservationist specifically thanks the guest and makes a further polite remark, such as looking forward to the guest's stay

  Yes

  No

  N/A

• The guest is offered a choice of room rates and types when available and/or appropriate and staff can readily describe the various physical elements in the guest rooms

  Yes

  No

  N/A

• Reservationist can describe the hotel facilities with clarity

  Yes

  No

  N/A

• Reservationist can effectively provide directions and/or transportation options and their associated costs

  Yes

  No

  N/A

• Reservationist conveys enthusiasm

  Yes

  No

  N/A

• Reservationist clearly explains deposit and cancellation policies and any penalty charges

  Yes

  No

  N/A

• Reservationist offers hotel services, such as transportation service, dinner or spa reservations

  Yes

  No

  N/A

• Details of the booking are repeated for confirmation and confirmation number is given

  Yes

  No

  N/A

• Confirmation is offered and is received within 24 hours of the call

  Yes

  No

  N/A

• Confirmation is personalized, professional and accurate; it accurately represents the property and/or brand and they look forward to their visit with positive anticipation

  Yes

  No

  N/A

• The guest is comfortable and confident that the reservationist understands their personal requirements, and they look forwad to their visit with positive anticipation

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• The hotel's booking engine and/or mobile application is available, easy to navigate and complete a reservation

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions

  Yes

  No

  N/A