WAKE-UP CALL

• Conducted on

  Date

• Prepared by

• Audited person

THE WAKE-UP CALL REQUEST - STANDARDS:

• Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting?

  Yes

  No

  N/A

• If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30 seconds or was the caller offered a call back option?

  Yes

  No

  N/A

• Did the employee confirm the caller's request by repeating back key details (room/time) to ensure correct understanding?

  Yes

  No

  N/A

• Did the employee offer any additional service before finishing the call (e.g. second call, coffee in the morning or just any additional service)?

  Yes

  No

  N/A

• Was the wake-up call personalized (i.e. not recorded)?

  Yes

  No

  N/A

• Was the wake-up call received within 2 minutes of the requested time and did the employee use the appropriate greeting and announce the time of day?

  Yes

  No

  N/A

• Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

  Yes

  No

  N/A

• Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

  Yes

  No

  N/A

• Did the employee use the guest's name naturally and discreetly without overusing it?

  Yes

  No

  N/A