NCED AYS

• Host Name

  Select Maria Sheila Starla Kristin Cory Gloria Kara Emma Marissa Sara Jackie Oliver Baile Mari

  • Maria
  • Sheila
  • Starla
  • Kristin
  • Cory
  • Gloria
  • Kara
  • Emma
  • Marissa
  • Sara
  • Jackie
  • Oliver
  • Baile
  • Mari

• Conducted on

  Date

• Prepared By

  Missy

  Sheila

  Ryan

PROFESSIONAL APPEARANCE/GROOMING STANDARDS

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

  Yes

  No

  N/A

GREET THE GUEST

• Uses the proper time of day<br>

  Yes

  No

  N/A

• 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>

  Yes

  No

  N/A

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

  Yes

  No

  N/A

USES THE GUEST NAME

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

  Yes

  No

  N/A

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.

  Yes

  No

  N/A

MAKE IT BRILLIANT

• The Host created a personal connection

  Yes

  No

  N/A

• The Host responded to Cues

  Yes

  No

  N/A

• The Host Made it Brilliant

  Yes

  No

  N/A

THANK THE GUEST

• Thanks the guest and offers further assistance

  Yes

  No

  N/A

• Add signature

  Sign