Guest Request « Call » - 2023 BSA

• Conducted on

  Date

• Prepared by

• Guest Name

• Room Number

Instructions

• Employee(s) Name(s)

  Select

CALL CENTER

• Telephone - Telephone Etiquette meets standard

• Telephone – Warm welcome/greeting provided

• Operator reacts as appropriate and sets expectation for resolution Operator must: • Question effectively to uncover the guest’s need (e.g., repair in room, towel delivery) • Offer apology if guest is calling due to a defect • Telephone conversation is calm and clear • Provide time quote for response o It is acceptable if quote is non-specific (e.g., "Immediately", "They will be right up") Mark No if you experience or observe any of the above criteria not met

• Operator is knowledgeable and confident Mark N/A if interaction did not allow question Operator is knowledgeable and confident in interaction Ask a general, position/interaction appropriate question during the interaction and Mark No if they are unable to answer

• Telephone - The associate confirmed the caller's request by repeating back key details to ensure correct understanding The associate must confirm the caller's request by repeating back key details to ensure correct understanding Mark No if any of the above criteria is not met

• Telephone - Guest name used during the experience, when known

• Telephone - Warm and sincere closing offered, and appreciation demonstrated

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Timely response and service provided Mark N/A if you find any of the following: • Service or area is not evaluated • Not present during service response Rapid Response must minimally: • Arrive to Guestroom within 10 minutes of call unless advised otherwise • Rectify problem within 10 minutes after arriving or provide time estimate for resolution if applicable Mark No if any of the above criteria is not met

• Employee provides a warm welcome (Three Steps of Service) • Employee asks for name and uses it throughout transaction • Greet the guest with the appropriate situational greeting (e.g., good morning, welcome to the Club) Mark No if you encounter or observe any of the above criteria not being followed

• Telephone - Further assistance offered to the guest

• Telephone - Good posture, smile, employee makes eye contact, and attentive listening maintained throughout the interaction

• Telephone - Well-groomed and professional, wearing a uniform

• Employee is "On Stage" Employee must: • Only engages in work-related conversation with other employees ◦ Includes cell phone and radio conversations ◦ Earpiece must be used for all radio conversations • Offer escort as well as directions if a location that the guest asked about is not in visible sight Mark No if you encounter or observe any of the following: • Earpiece not used • Escort not offered • Non-work related matters discussed in your presence

• Was the call regarding a problem resolution?

  Yes

  No

  N/A

• Guest's requests and opportunities are owned and resolved immediately • Listen actively • Empathize - Express empathy • Apologize and assume ownership • Resolve/Solve the problem and also provide an extra touch that goes beyond mere resolution • Notify/Thank the guest to confirm their satisfaction Mark No if the associate: • Does not actively listen to you • Does not express empathy • Does not offer an apology • Does not solve the problem within 10 min. • Does not provide any special touch beyond mere resolution • Does not confirm your satisfaction

• Guest Request Resolution meets standard Rapid Response must minimally: • Request permission to enter the room, if applicable • If the call was for a defect/problem, rectify problem (e.g., repair plumbing issue, bring batteries for remote control) • If the call was for a delivery: o Deliver correct item o Item delivered is in good condition (e.g., towels are clean and not tattered, worn) o Requested items delivered to the room must be ▪ Elegantly presented (e.g., on an elegant tray, basket, box or bag) ▪ Must NOT be directly handed to guest/delivered hand-to-hand Mark No if any of the above criteria is not met

• Appropriate verbiage used and genuine care and interest shown. Employee must: • Use appropriate verbiage with genuine delivery ("Certainly", "My Pleasure", "I would be happy to") ◦ It is not acceptable to use slang or hotel jargon (e.g., 86’d, DND, “What’s up?”, “dude”, “OMG”) • Engage in warm conversation to show genuine care and interest in the guest Mark No if you encounter or observe any of the following: • Does not engage in warm conversation • Inappropriate verbiage or jargon used

• Request is not declined without offering alternatives <br> <br>Mark N/A if No request is made above and beyond normal services offered<br>• Front Desk Agent meets request <br> If guest makes a special request employee must:<br>• Not just say “No” but use a polite denial (“I am afraid that we are unable to do that at this time”)<br>• Offer alternatives that may help meet the need in another way<br><br>Mark No if you encounter or observe any of the following:<br>• Alternatives not offered<br>• Employee says “No” without polite denial

  Yes

  No

  N/A

• Personalized service delivered during interaction<br>Mark N/A if opportunity for delivery of personalized service during interaction not available<br> Personalized service must be delivered during interaction, using something the associate learned about the guest<br> <br>Mark No if personalized service not delivered during interaction

  Yes

  No

  N/A

• Employee anticipates need(s) (Three Steps of Service). Employee must offer a service / solution / opportunity to meet an anticipated need: • Examples of acceptable anticipatory actions include: ◦ Sending additional information to the Guestroom on an attraction that the guest asked about ◦ Arranging to get a CD of a performance that the guest is attending and sending it to the room before the guest returns ◦ Researching where a guest can buy a local product that a guest said that they loved (e.g., a piece of artwork) It is acceptable if employee does not anticipate the "set-up" need or provide one of the options listed above, as long as any need is anticipated during interaction Mark No if you find any of the following: • Employee did not anticipate guest needs • Employee not present • Insufficient time allowed to anticipate need(s)

• Rate Emotional Engagement with interaction<br>• Positive (4/4 pts): positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>• Neutral (0/0 pts): Respected, Understood, Content – not swayed positively or negatively<br>• Negative (0/4 pts): Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated

  Positive Engagement

  Neutral Engagement

  Negative Engagement

  N/A

Attestation

• Leader Signature

  Sign

• Employee Signature

  Sign