Information

  • Host Name

  • Conducted on

  • Prepared By

PROFESSIONAL APPEARANCE/GROOMING STANDARDS

  • Was the call answered in 3 rings, is the agent managing the call volume & asking to place people on hold

GREET THE GUEST

  • Uses the proper time of day<br>

  • Uses proper scripting "At your service" for in house calls & "Marriott Conference Center at NCED" for outside calls with a smile in your voice<br>

  • Ask "how may i assist you" and uses learn if the guest expresses any complaints<br>

USES THE GUEST NAME

  • Uses the guest name at least once, twice if possible

ESTABLISHES THE GUEST'S NEEDS

  • Takes ownership of the call. Only transfers calls when absolutely necessary.<br>Knowledge about the hotel, local area, and gives correct hours of operations.

MAKE IT BRILLIANT

  • The Host created a personal connection

  • The Host responded to Cues

  • The Host Made it Brilliant

THANK THE GUEST

  • Thanks the guest and offers further assistance

Signature

  • Add signature

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