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Telephone conversation is calm and clear

The guest is always asked permission before being placed on hold

No telephone hold is longer than 30 seconds without offering a call-back

Staff is highly articulate and avoids slang and excessive use of phrase-fragments

Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

Staff exhibits a genuine sense of interest and concern for the guest

Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

Staff closes interactions with polite, appropriate remarks

Staff can readily describe the various physical elements in the guest room

Staff can describe hotel facilities and procedures with clarity

Staff can effectively provide directions and/or transportation options and their associated costs

At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations

When making a booking, staff provides a choice of room types and rates

When making a booking, staff clearly explains deposit and cancellation policies and any penalty charges, if a method of payment is secured

When making a booking, details of the booking are repeated for confirmation

When making a booking, a confirmation number is offered

Hotel booking confirmation is received within two hours of the call

Cross-departmental channels of communication among staff are consistent and complete

The service is handled without excessive delays or interruptions