Was telephone answered in 3 rings or less?
Was the appropriate greeting used? (Good morning/afternoon/evening & their name)
Was the guest's name used during the conversation?
Was the guest recognized for being a Hilton Honors guest?
Were questions answered promptly and accurately?
Were the guest requests repeated back to the guest with the room #?
Was the guest inconvenienced? Was the HEART model used when resolving guest concerns? (Hear, Empathize, Apologize, Resolve, Thank the guest)
Were Empowerment Guidelines used?
During a wake up call request, was the time and room # repeated back to the guest and was the guest wished a good evening?
Was a positive farewell offered on all calls?