RESERVATION - STANDARDS:
1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
2 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?
3 Did the employee obtain the caller's name and clarify spelling where required?
4 Did the employee confirm date in and date out?
5 Did the employee clarify if the caller had stayed before?
6 Did the employee clarify the purpose of visit?
7 Were a minimum of two room types/rates offered?
8 Did the employee attempt to 'right sell' (i.e. offer rooms suitable to the individual guest's needs) by offering a higher room category and/or package and highlighting its benefits (e.g. size, view, amenities, etc.) and if the requested dates were unavailable were alternative dates/properties offered?
9 Did the employee clearly state the room rate and what it included/excluded (i.e. any additional fees)?
10 Did the employee obtain the caller's telephone number?
11 Did the employee obtain the caller's e-mail address?
12 Did the employee obtain a guarantee for the reservation (i.e. credit card, deposit)?
13 Did the employee explain the cancellation policy and if applicable, the deposit policy?
14 Did the employee ascertain the expected time of arrival and advise the check in time (in the case where the guest was an early arrival)? 15 Did the employee clarify if the guest had any personal preferences (e.g. bed preference, smoking preference)? 16 Did the employee repeat and confirm all details of the reservation during or at the end of the call (i.e. dates of the stay, room type, rate)?
17 Did the employee offer a reservation number or booking reference?
18 Did the employee offer a sincere farewell at the end of the conversation and show appreciation
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE EMOTIONAL INTELLIGENCE
19 Was the employee’s speech clear and use of English adequate to be fully understood?
20 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
21 Did the employee use the caller's name naturally and discreetly without overusing it?
22 Did the employee display a high level of confidence when carrying out his/her duties?
23 Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required? 24 Was service anticipatory/intuitive and where required adapted/adjusted to meet the caller's needs (i.e. caller should not have to request service at any point)? 25 Did the employee make every effort to meet the caller's requests or offer a suitable alternative? 26 Did an employee personalize the interaction in any way and engage the caller as an individual? 27 Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the caller should not have to repeat themselves)? 28 Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution? 29 Did the employee offer to send a confirmation and was it received within two hours of the call (i.e. if call was made during the hotel's business hours) or first thing the following business day, with the hotel/group logo and hotel contact details present and PRODUCT - CONFIRMATION:
TOTAL NUMBER OF STANDARDS :
RESERVATION - PRIMARY EMOTION
My primary emotion was:
Engaged; minimal emotional experience
Respected, Understood, Content
Completely engaged; exceptional emotional experience
Pampered, Special, Indulged
Positively engaged; positive emotional experience
Dissatisfied with emotional engagement Engaged; minimal emotional experience Respected, Understood, Content Delighted, Appreciated, Individual
Extremely dissatisfied with emotional experience Ignored, Stressed, Frustrated Disinterested, Disconnected, Disappointed
Scale: 5 = extremely satisfied, 1 = extremely dissatisfied
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