Phone Observation

Information

• GSR Name

• Conducted on

  Date

• Conducted by:

  Select Anne Tanada Charlie Tran Drew Espinosa Irene Vasquez Kaelah Silverstein Kyle Keck Luis Marin Amanda Evans Raja Badar Sarah Yeaton

  • Anne Tanada
  • Charlie Tran
  • Drew Espinosa
  • Irene Vasquez
  • Kaelah Silverstein
  • Kyle Keck
  • Luis Marin
  • Amanda Evans
  • Raja Badar
  • Sarah Yeaton

Shift

• Days

• Swing

• Grave

MGM Service Principles

• Did the clerk promptly answer the phone as it came in?

  Yes

  No

  N/A

• Was the guest name used during the conversation?

  Yes

  No

  N/A

• Was guest asked before being placed on hold?

  Yes

  No

  N/A

• If a problem was presented, did the clerk offer an apology and provide a solution?

  Yes

  No

  N/A

• Did the clerk properly end the phone call?

  Yes

  No

  N/A

Service Recovery

• Please comment on problem posed:<br>

  N/A

  Comment

• Please comment on the staffs members response / resolution:

  N/A

  Comment

Tone, Body Language, and Guest Sentiment

• Warm tone, friendly and sincere? Did the clerk seem genuine?

  Yes

  No

  N/A

Additional Comments

Clerk Signature

• Please Sign

  Sign