Title Page
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Conducted on
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Prepared by
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Location
In-Reservations Audit
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Was the telephone answered within 3 rings?
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Did the employee answer the phone with the appropriate greeting (Thank you for calling In-house Reservations. This is (employee's name) speaking; how may I assist you?)
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Did the employee recognize Hilton Honors members and communicate sincere appreciation for their loyalty?
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Was the employee presented with a guest inconvenience? If yes, did they use the HEART model when resolving Guest concerns? (Hear the guest our, Empathize, Apologize, Resolve and Thank the guest.)
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Did the employee use the empowerment guidelines?
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If a guests request cannot be accommodated; were other positive alternatives provided at the time of the request?
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If presented with a request/comment/ concern; did the employee noted/set up the reservation as needed?
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Was information such as reservation name / phone number / email verified on the booking prior to making a reservation change?
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If the guest gave their HHonors number to locate/ add to a booking; did the employee confirmed the validity of the HHonors profile details?
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Was the communication (email / call) clear and friendly?
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Did the employee ask the guest / client if they may be of any further assistance and/or advice the guest that they are welcome to contact us back if they have any further questions/concerns.
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Did the employee add the call details to the in-house call tracking sheet as needed?
