Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
Untitled Page
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Telephone conversation is calm and clear
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Staff politely acknowledges the guest when appropriate and reasonably possible
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Staff says guest name when appropriate and natural
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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 readily smiles and maintains an engaging expression
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When appropriate, staff asks guiding questions to ascertain the guest's preferences
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Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful
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Cross-departmental channels of communication among staff are consistent and complete
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Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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No telephone hold is longer than 30 seconds without offering a call-back
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Staff responds to or confirms pre-arrival emails within 2 hours
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Staff responds to Kipsu messages within 3 minutes
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Staff exhibits local expertise by providing thorough detail and first-hand knowledge
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When appropriate, staff effectively provides directions and transportation options
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Staff does not decline any request without offering appropriate alternatives
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The service is handled without excessive delays or interruptions
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Staff closes interactions with a polite, appropriate remark
