Title Page
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Conducted on
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Prepared by
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Location
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Was telephone answered in 3 rings or less?
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Was the appropriate greeting used? (Good morning/afternoon/evening & their name)
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Was the guest's name used during the conversation?
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Was the guest recognized for being an Marriott Bonvoy member?
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Were questions answered promptly and accurately?
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Were the guest requests repeated back to the guest with the room #?
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Was the guest inconvenienced? Was the issue resolved to the guest satisfaction?
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Were Empowerment Guidelines used?
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During a wake up call request, was the time, follow up call and room # repeated back to the guest? Was the guest name used?
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Was a positive farewell offered on all calls? And guest and operator’s name were used in the closing statement? Is there anything I can further assist you (guest name)?
