THAD LQA Mock Audit - June 2019.xls

#DIV/0!

RESERVATIONS

TOTALSCORE

DATEANDTIME:

PERFORMANCE CLASSIFICATION

MEET

BELOW

N/A

STANDARD

RESERVATION - STANDARDS:

REMARKS

1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?

EFFICIENCY

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?

EFFICIENCY

3 Did the employee obtain the caller's name and clarify spelling where required?

SERVICE

4 Did the employee confirm date in and date out?

EFFICIENCY

5 Did the employee clarify if the caller had stayed before?

SERVICE

6 Did the employee clarify the purpose of visit?

EFFICIENCY

7 Were a minimum of two room types/rates offered?

SALES OPPORTUNITY

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?

SALES OPPORTUNITY

9 Did the employee clearly state the room rate and what it included/excluded (i.e. any additional fees)?

SERVICE

10 Did the employee obtain the caller's telephone number?

SERVICE

11 Did the employee obtain the caller's e-mail address?

SERVICE

12 Did the employee obtain a guarantee for the reservation (i.e. credit card, deposit)?

EFFICIENCY

13 Did the employee explain the cancellation policy and if applicable, the deposit policy?

SERVICE

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)?

EFFICIENCY

SERVICE

EFFICIENCY

17 Did the employee offer a reservation number or booking reference?

SERVICE

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

SERVICE

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:

EFFICIENCY

TOTAL NUMBER OF STANDARDS :

MEET

BELOW

N/A

29 #DIV/0!

RESERVATION - PRIMARY EMOTION

My primary emotion was:

Engaged; minimal emotional experience

3

Respected, Understood, Content

EMOTIONALEXPERIENCE

Completely engaged; exceptional emotional experience

5

Pampered, Special, Indulged

Positively engaged; positive emotional experience

4

Dissatisfied with emotional engagement Engaged; minimal emotional experience Respected, Understood, Content Delighted, Appreciated, Individual

3

2

Extremely dissatisfied with emotional experience Ignored, Stressed, Frustrated Disinterested, Disconnected, Disappointed

1

Scale: 5 = extremely satisfied, 1 = extremely dissatisfied

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