LH2025-AUDIT- RESERVATIONS - EXPERIENCE

1. Was the call answered within 3 rings or 10 seconds with appropriate greeting?

2. If the call was put on hold at any time, did the waiting time not exceed 30 seconds?

3. Was the caller greeted?

4. Was the correct name of the hotel or in case of internal transfer the department mentioned?

5. Did the agent announce her/his name?

6. Were open questions asked to position the customer and to understand what products or services would be important for the guest`s stay?

7. Did the information influence the rest of the call?

8. Did the agent ask if the caller has stayed at the property or at any other Lazure hospitality proprities?

9. If the guest had previously stayed at LH hotels, did the agent recognize the customer’s loyalty and welcome the guest back in a personalized and engaging manner?

10. If the guest indicated that it would be the first time in the hotel, did the agent thank the guest for choosing LH?

11. If the guest was new to the hotel, did the agent offer a hotel presentation prior to describing and quoting the room categories?

12. If travelling on business, did the agent ask for the company name?

13. Were the arrival and departure dates, days and number of nights reconfirmed?

14. Did the agent offer two different categories with a clear explanation of what each room offers?

15. Did the agent try to sell the higher room category (if applicable)?

16. Were all room rates quoted with a clear indication of additional taxes or service fees that may be added?

17. Was the TOP-DOWN process used to sell the rooms?

18. Did the agent give information about the cancellation period and applicable no show fees?

19. Did the agent use a phrase of closing?

20. Did the agent take the address, the company address and/or billing address or reconfirm the one stored on an existing profile?

21. Did the agent take the telephone number or reconfirm the one stored on an existing profile?

22. Did the agent take the email address or reconfirm the one stored on an existing profile?

23. Did the agent ask for any special preferences or of guest?

24. Did the agent ask for the expected time of arrival?

25. Was the pre order room service offered during the reservation call (in case the guest is arriving late)?

26. Did the agent give details of the check-in/check-out times?

27. Did the agent offer any additional services (transfer/dinner/spa booking etc.)?

28. Did the agent take the credit card to guarantee the booking?

29. Did the agent inform the guest until which time the room is held, in case the booking is not guaranteed?

30. Did the agent deal with objections in a sales-orientated way?

31. Did the agent offer alternative(s) matching the guest`s needs if the requested dates were not available? (alternative date/waiting list/sister property)

32. Did the agent recap the arrival and departure date?

33. Did the agent recap the room category and/or room type booked?

34. Did the agent recap the price booked?

35. Did the agent recap any special requests (dinner, spa, transfer, room preference etc.)?

36. Did the agent offer the reservation number as a reference?

37. Did the agent offer to send a written confirmation?

38. Was the Resort Dress Code shared with the reservations confirmation letter?

39. Did the agent offer further assistance?

40. Did the agent offer his/her name and extended an offer of calling back the team in case of a query?

41. Did the agent thank the guest for the reservation/interest?

42. Was the conversation free of disturbing background noise?

43 Did the agent modulate his/her voice and use a clear and audible speech?

44. Did the conversation follow a natural flow and did not appear to be read off?

45. Did the employee use the guest name appropriately during the service encounter?

46. Was professional language used?

47. Did the agent listen actively?