Title Page
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Location Audited
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Conducted on
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Lady or Gentleman Audited
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Auditor
Reservation & Pre-Arrival
Courtesy and Manners
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The guest is always asked permission before being placed on a hold.
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No telephone hold is longer than 30 seconds without offering a call-back.
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Staff is highly articulate and avoid slang and excessive use of phrase-fragments.
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interactions.
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Staff closes interactions with polite, appropriate remarks.
Efficiency
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Hotel booking confirmation is received within two hours of the call.
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The service is handled without excessive delays or interruptions.
Graciousness, Thoughtfulness, & Sense of Personalized Service
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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, addressing the guest in accordance with their preference, if known.
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
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Cross-departmental channels of communication among staff are consistent and complete.
Guest Comfort and Convenience
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Telephone conversation is calm and clear.
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Staff can readily describe the various physical elements in the guest room.
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When making a booking, staff clearly explains deposit and cancellation policies and penalty charges, if a method of payment is secured.
Technical Execution, Skill, & Knowledge
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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, details of the booking are repeated for confirmation.
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When making a booking, a confirmation number is offered.
