Title Page
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Department Audited
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Conducted on
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Audited by
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Name of Associate(s) Audited
Standards
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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 call-back
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Associate is highly articulate and avoids slang and excessive use of phrase fragments
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Associate is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Associate exhibits a genuine sense of interest and concern for the guest**
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Associate leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful**
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Associate consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known**
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Associate closes interactions with polite, appropriate remarks
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Associate can readily describe the various physical elements in the guest room**
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Associate can describe hotel facilities and procedures with clarity
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Associate 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, Associate provides a choice of room types and rates
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When making a booking, Associate clearly explains the deposit and cancellation policies and any penalty charges, if a method of payment is secured**
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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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Hotel booking confirmation is received within two hours of the call
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Cross-departmental channels of communication among Associates are consistent and complete**
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The service is handled without excessive delays or interruptions
