Pre-Arrival Ritual

Information

• GSR/Reservations Agent Name

• Conducted on

  Date

• Conducted by:

  Select Linda Faridi Rachael Grabeic Spencer Theriot Gavin Rowley Pam Duffy Peer Review

  • Linda Faridi
  • Rachael Grabeic
  • Spencer Theriot
  • Gavin Rowley
  • Pam Duffy
  • Peer Review

Shift

• Days

• Swing

• Grave

Service Principles

• Was a pre-arrival call placed to the guest at least 5-7 business days in advance of their arrival?

  Yes

  No

  N/A

• Was a pre-arrival email sent 3-5 days in advance of arrival?

  Yes

  No

  N/A

• Was the guest's preferred method of communication determined?

  Text

  Email

  Voice

• Was the purpose of the guest's stay determined? ("What brings you to Greenwich Harbor?")

  Yes

  No

  N/A

• Was the guest asked about their:

  Select Room Preferences (HF, LF, AE, NE, PF) Dietary Requirements (Gluten-Free, Vegan, Paleo, Allergies) F&B Preferences (Favorite Drink, Favorite Dish, Wine Choice) Housekeeping Preferences (DND, Once a day, Full Service)

  • Room Preferences (HF, LF, AE, NE, PF)
  • Dietary Requirements (Gluten-Free, Vegan, Paleo, Allergies)
  • F&B Preferences (Favorite Drink, Favorite Dish, Wine Choice)
  • Housekeeping Preferences (DND, Once a day, Full Service)

• Did the agent offer assistance with transfers from their destination to the hotel?

  Yes

  No

  N/A

• Did the agent proactively offer a calendar of our experiences, making sure the guest is well informed of any events they may look to take advantage of?

  Yes

  No

  N/A

• Did the agent offer:

  Select Assistance w/ Spa Booking Assistance w/ Restaurant Reservations Assistance w/ Booking Boat Charter

  • Assistance w/ Spa Booking
  • Assistance w/ Restaurant Reservations
  • Assistance w/ Booking Boat Charter

• Was the guest's time of arrival determined?

  Yes

  No

  N/A

• Did the agent determine:

  Select Number of Travelers Type of Accompanying Guests (Child/Adult) Names of Accompanying Guests Preferences of Accompanying Guests

  • Number of Travelers
  • Type of Accompanying Guests (Child/Adult)
  • Names of Accompanying Guests
  • Preferences of Accompanying Guests

• Was then the guest addressed by name during the booking?

  Yes

  No

  N/A

• At least 3x?

  Yes

  No

  N/A

• Was the guest thanked in a warm, friendly way before the end of the call? ("Thank you for booking with us at The Delamar. We look forward to welcoming you for your arrival! Please don't hesitate to reach out if we may be of more assistance!")

  Yes

  No

  N/A

• Did the agent reconfirm the details of the guest's reservation before ending the call?

  Yes

  No

  N/A

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

  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

• Was the LEARN Model used for the recovery?

  Select Listen Empathize Apologize Respond Notify

  • Listen
  • Empathize
  • Apologize
  • Respond
  • Notify

Tone, Body Language, and Guest Sentiment

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

  Yes

  No

  N/A

• Did the clerk make the guest feel welcome, important, and valued? Personalized?

  Yes

  No

  N/A

Clerk Signature

• Please Sign

  Sign

Operational Spot Check

• Did the guest receive a confirmation within 24hrs of booking and prior to the pre-arrival process?

  Yes

  No

  N/A

• Were our rooms and facilities described appropriately on both our website and during the reservation call?

  Yes

  No

  N/A

• Was the guest asked about personal requirements concerning their reservation and accompanying guests determined prior to pre-arrival?

  Yes

  No

  N/A

Additional Comments

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