Information
Information
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GSR/Reservations Agent Name
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Conducted on
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Conducted by:
- Linda Faridi
- Rachael Grabeic
- Spencer Theriot
- Gavin Rowley
- Pam Duffy
- Peer Review
Shift
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Days
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Swing
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Grave
Service Principles
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Was a pre-arrival call placed to the guest at least 5-7 business days in advance of their arrival?
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Was a pre-arrival email sent 3-5 days in advance of arrival?
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Was the guest's preferred method of communication determined?
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Was the purpose of the guest's stay determined? ("What brings you to Greenwich Harbor?")
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Was the guest asked about their:
- 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)
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Did the agent offer assistance with transfers from their destination to the hotel?
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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?
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Did the agent offer:
- Assistance w/ Spa Booking
- Assistance w/ Restaurant Reservations
- Assistance w/ Booking Boat Charter
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Was the guest's time of arrival determined?
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Did the agent determine:
- Number of Travelers
- Type of Accompanying Guests (Child/Adult)
- Names of Accompanying Guests
- Preferences of Accompanying Guests
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Was then the guest addressed by name during the booking?
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At least 3x?
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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!")
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Did the agent reconfirm the details of the guest's reservation before ending the call?
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If a problem was presented, did the clerk offer an apology and provide a solution?
Service Recovery
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Please comment on problem posed:<br>
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Please comment on the staffs members response / resolution:
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Was the LEARN Model used for the recovery?
- Listen
- Empathize
- Apologize
- Respond
- Notify
Tone, Body Language, and Guest Sentiment
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Warm tone, friendly and sincere? Did the clerk seem genuine?
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Did the clerk make the guest feel welcome, important, and valued? Personalized?
Clerk Signature
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Please Sign
Operational Spot Check
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Did the guest receive a confirmation within 24hrs of booking and prior to the pre-arrival process?
- Yes
- No
- N/A
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Were our rooms and facilities described appropriately on both our website and during the reservation call?
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Was the guest asked about personal requirements concerning their reservation and accompanying guests determined prior to pre-arrival?
Additional Comments
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