Title Page
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Conducted on
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Prepared by
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Name of Team Member(s)
Untitled Page
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Telephone conversation is calm and clear.
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The guest is always asked permission before being placed on hold.
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No telephone hold is longer than 30 seconds without offering a callback.
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Staff is highly articulate and avoids slang and excessive use of phrase fragments.
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
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Staff exhibits a genuine sense of interest and concern for the guest.
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Staff leads the conversation and is thoughtful and intuitive,<br>demonstrating anticipatory service when appropriate and helpful.
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Staff mentions a minimum 1 property attribute/ feature that aligns with the guest's reason for travel, preferences, and/ or interests must be communicated to the caller
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Staff consistently and respectfully personalizes interactions,<br>addressing the guest in accordance with their preference, if known.
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Staff closes interactions with polite, appropriate remarks.
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Staff can readily describe the various physical elements in the guest room.
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Staff can describe hotel facilities and procedures with clarity.
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Staff can effectively provide directions and/or transportation options and their associated costs.
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At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations.
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When making a booking, staff provides a choice of room types and rates.
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When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured.
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When making a booking information required to secure the reservation must be obtained. Additionally, the guest must be asked if there are any special occasions, request, or preferences of which the property should be aware
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The pre-arrival communication process and Personal Concierge service must be reviewed. If requested the Personal Concierge assigned to the guest should contact them prior to arrival
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When making a booking, details of the booking are repeated for confirmation.
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When making a booking, a confirmation number is offered.
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When making a booking a comparable Hilton brand in the area must be recommended if the requested property is fully committed.
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Hotel booking confirmation is received within two hours of the call.
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Cross-departmental channels of communication among staff are consistent and complete.
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The service is handled without excessive delays or interruptions.
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Prior to closing the call, further assistance must be offered. The guest must be thanked for the booking and receive and authentic farewell that incoporates a detail about the property's location or their reason for travel
