Was the call answered in 3 rings, is the agent managing the call volume & asking to place people on hold
Uses the proper time of day
Uses proper scripting "At your service" for in house calls & "Marriott Conference Center at NCED" for outside calls with a smile in your voice
Ask "how may i assist you" and uses learn if the guest expresses any complaints
Uses the guest name at least once, twice if possible
Takes ownership of the call. Only transfers calls when absolutely necessary.
Knowledge about the hotel, local area, and gives correct hours of operations.
The Host created a personal connection
The Host responded to Cues
The Host Made it Brilliant
Thanks the guest and offers further assistance