Audit
Warm welcome with proper time of day?
15/5 Rule?
Did the clerk ask about quality of experience? (How was your trip in? How are you today?)
Maintain Eye Contact
Used Polished Language
Was the guest addressed by name at least twice during the interaction?
Confirm Reservation
Number of nights, bed type, transportation
Personal Connection
(How was your travel? Is this your first time with us? What brings you to Norman?)
Was the guest offered at least one property amenity? Was it a personalized recommendation to the guest needs?
Presents Key Pack
Show room number and rate.
Offer luggage assistance and provide directions for elevator?
Respond to Cues
Is there anything else I can do for you and thank the guest?
If a problem was presented, did the clerk offer an apology and provide a solution?
