RCR - Reservations

• Conducted on

  Date

• Prepared by

• Location
  Address

Guestroom - Reservation

• Telephone - telephone etiquette Meets standards

  Yes

  No

  N/A

• Main hotel telephone answering meets standards

  Yes

  No

  N/A

• Reservation agent greetings meets luxury standards

  Yes

  No

  N/A

• Reservation agent is knowledgeable about restaurant outlets

  Yes

  No

  N/A

• If caller is placed on hold, total hold time does not exceed 3 minutes

  Yes

  No

  N/A

• Reservation agent offers to book reservation to luxury standards

  Yes

  No

  N/A

• Reservation agent assumes the sale

  Yes

  No

  N/A

• Reservation agent attempts to upsell to club room or suite

  Yes

  No

  N/A

• Reservation agent is knowledgeable about the property

  Yes

  No

  N/A

• Reservation agent mentions applicable fees

  Yes

  No

  N/A

• Reservation agent questions effectively to personalize the stay

  Yes

  No

  N/A

• Reservation agent offers to sign up the guest for rewards program

  Yes

  No

  N/A

• Reservation agent gathers information to book reservation

  Yes

  No

  N/A

• Reservation agent confirms reservation

  Yes

  No

  N/A

• Reservation agent explained booking rules and cancellation policy

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - reservation agent provides the fond farewell (Three steps of service)

  Yes

  No

  N/A

• Telephone - Reservation agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Telephone - the overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Reservation agent enhances emotional engagement (Positive)

  Yes

  No

  N/A

• Reservation agent enhances emotional engagement (Negative)

  Yes

  No

  N/A

• Pre-arrival email meets standards

  Yes

  No

  N/A

• Follow-up electronic inquiry is made within 24 Hours

  Yes

  No

  N/A

Restaurant - Reservation

• Yes

  No

  N/A

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Reservation Agent follows phone etiquette

  Yes

  No

  N/A

• Reservation Agent asks all required questions to meet standard

  Yes

  No

  N/A

• Reservation Agent confirms information

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - Reservation Agent provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Telephone - Reservation Agent uses appropriate verbiage and shows genuine concern for the guest

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (positive)

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (Negative)

  Yes

  No

  N/A

• Yes

  No

  N/A

Spa - Reservations

• Telephone - Telephone etiquette meets standard

  Yes

  No

  N/A

• Telephone - Warm welcome/greeting provided

  Yes

  No

  N/A

• Telephone - Reservation Agent follows phone etiquette

  Yes

  No

  N/A

• Reservation Agent is knowledgeable about the services and offered to book reservation

  Yes

  No

  N/A

• Reservation Agent quotes rates and inclusions

  Yes

  No

  N/A

• Confirmation sent to guest

  Yes

  No

  N/A

• Reservation Agent questions effectively to book reservation

  Yes

  No

  N/A

• Telephone - Guest name used during the experience, when known

  Yes

  No

  N/A

• Reservation Agent explains cancellation policy

  Yes

  No

  N/A

• Telephone - Further assistance offered to the guest

  Yes

  No

  N/A

• Telephone - Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Telephone - Reservation Agent provides a fond farewell (Three Steps of Service)

  Yes

  No

  N/A

• Reservation Agent uses appropriate verbiage and shows genuine concern

  Yes

  No

  N/A

• Telephone - The overall experience met guest expectations and was free of negative detractors

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (positive)

  Yes

  No

  N/A

• Reservation Agent enhances emotional engagement (Negative)

  Yes

  No

  N/A