LQA 2023 - Front of House - Reservations EN

01 - Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting? (Efficiency)

02 - If the caller is put on hold, did the employee ask permission to do so, and dit not exceed 30 seconds or was the caller offered a call back option? (Efficiency)

03 - Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)? (Service)

04 - Did the employee obtain all of the guests' and their children's names and ages (if applicable) and clarify spelling where required? (Service)

05 - Did the employee clarify if the caller had stayed before? (Service)

06 - Did the employee clarify the purpose of the visit (i.e. special occasion, business, etc.)? (Efficiency)

07 - Were a minimum of 2 room types and 2 room rates offered? (Sales Opportunity)

08 - Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the individual guest's needs) by offering a higher room category and/or package and highlighting its benefits (e.g. size, view, amenities, etc.) and if the requested dates were unavailable were alternative dates/properties offered? (Sales Opportunity)

09 - Did the employee use storytelling to give a sense of place and build anticipation prior to the stay? (Service)

10 - Did the employee clearly state the room rate and what is included/excluded (i.e. any additional fees)? (Service)

11 - If the caller was offered the option to join a loyalty club/ marketing mailing list, was the guest’s choice adhered to? (Efficiency)

12 - Did the employee obtain the caller's telephone number? (Service)

13 - Did the employee obtain the caller's e-mail address? (Service)

14 - Did the employee advise on payment options and explain payment terms? (Efficiency)

15 - Did the employee explain the cancellation policy and if applicable, the deposit policy? (Service)

16 - Did the employee ascertain the expected time of arrival and advise the check in time (in the case Guest arrives early)? (Efficiency)

17 - Did the employee clarify if the guest had any personal preferences (e.g. bed preference, smoking preference)? (Service)

18 - Did the employee ascertain if the caller required any transport arrangements (e.g. car transfer, directions etc.)? (Service)

19 - Was an electric and/or hybrid hotel car option promoted for transfers, where available? (Sustainability)

20 - Did the employee offer any assistance with other bookings (e.g. offer to make a dinner or spa reservation)? (Sales Opportunity)

21 - Did the employee repeat and confirm all details of the reseration during or at the end of the call (i.e. dates of the stay, room type, rate)? (Efficiency)

22 - Did the employee offer a reservation number or booking reference? (Service)

23 - Did the employee offer a sincere farewell at the end of the conversation and show appreciation? (Service)

24 - Did the employee offer to send a confirmation and was it received within two hours of the call<br>(i.e. if call was made during the hotel’s business hours)? (Efficiency)

25 - Did the confirmation show the hotel/group logo and reservations/hotel contact number and was all information within the confirmation correct? (Efficiency)

26 - Was the employee’s speech clear and use of English satisfactory, enabling engagement in two way conversation with the guest?

27 - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

28 - Did the employee use the caller's name naturally and discreetly without overusing it?

29 - Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she was the employee knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?

30 - Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/ opportunities of the guest?

31 - Did the employee adapt to a changing situation and/or guest’s need?

32 - Did the employee make every effort to meet the caller's requests or offer a suitable alternative?

33 - Did an employee personalize the interaction in any way and engage the caller as an individual?

34 - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

35 - Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the caller should not have to repeat themselves)?

36 - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?