Title Page
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Who are you auditing?
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Who are you auditing?
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Who are you auditing?
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Select date
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Agent must answer phones within 3 rings with warm welcome
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Agent must use guest name when answering in-house phone calls
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Great guest with time of day
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Agent was knowledgeable about property offerings and the local area
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Agent anticipated guest needs and made a personal connection
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Use guest name minimum 3 times per phone call (where applicable)
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Agent acknowledged guest SPG status and offered to enroll if no status existed
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Ensure tone is empathetic
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Manager Signature
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Agent Signature
