STANDARDS:
1. Answered in three rings or less.
2. Gave an appropriate, enthusiastic greeting.
3. Identified himself/herself by name.
4. If put on hold, permission asked and thanked for holding.
5. If put on hold, not longer than 30 seconds without checking back.
6. Utilized professional, courteous language.
7. Sounded friendly and enthusiastic.
8. Spoke clearly so as to be easily understood.
9. Gave his/her undivided attention.
10. Asked if caller had been a guest before.
11. Asked how caller had heard about the hotel.
12. Seemed proud of and enthusiastic about the property.
13. Patiently answered questions about rooms/rates/hotel.
14. Seemed knowledgeable about rooms/rates/hotel.
15. Provided benefit statements/mentioning the amenities included in the rate.
16. Asked for a reservation.
17. Offered to send hotel information/brochure.
18. Thanked guest for calling.
19. Gave an appropriate, pleasant parting remark.
RESERVATIONS INFORMATION/OFF-HOURS CALL
RESERVATIONS BOOKING
STANDARDS:
1. Answered in three rings or less.
2. Gave an appropriate, enthusiastic greeting.
3. Identified himself/herself by name.
4. If put on hold, permission asked and thanked for holding.
5. If put on hold, not longer than 30 seconds without checking back.
6. Utilized professional, courteous language.
7. Sounded friendly and enthusiastic.
8. Spoke clearly so as to be easily understood.
9. Gave his/her undivided attention.
10. Asked if caller had been a guest before.
11. Asked how caller had heard about the hotel.
12. Personalized the conversation by using the guest’s name.
13. Patiently answered questions about rooms/rates/hotel.
14. Seemed proud of and enthusiastic about the property.
15. Seemed knowledgeable about rooms/rates/hotel.
16. Provided benefit statements/mentioning the amenities included in the rate.
17. Attempted to up-sell to premium rooms, suites or packages, when appropriate.
18. Asked for a reservation. If sold out, offered to check other dates.
19. Verified any special requests (special occasions, dinner res., masseuse, etc.).
20. Asked for deposit and explained the cancellation policy.
21. Repeated reservation information (arrival day, dates, room/bed type, rate, etc.).
22. Supplied a confirmation number.
23. Offered to send a written confirmation, time permitting.
24. Asked to be of further assistance at the conclusion of the call.
25. Thanked guest for choosing their hotel.
26. Gave an appropriate, pleasant parting remark.
RESERVATIONS CHANGE
STANDARDS:
1. Answered in three rings or less.
2. Gave an appropriate, enthusiastic greeting.
3. Identified himself/herself by name.
4. If put on hold, permission asked and thanked for holding.
5. If put on hold, not longer than 30 seconds without checking back.
6. Utilized professional, courteous language.
7. Sounded friendly and enthusiastic.
8. Spoke clearly so as to be easily understood.
9. Gave his/her undivided attention.
10. Personalized the conversation by using the guest’s name.
11. Patiently handled the reservation change.
12. Repeated reservation information (arrival day, dates, room/bed type, rate, etc.).
13. Gave a new confirmation number and offered to send new confirmation letter.
14. Offered to send a written confirmation, time permitting.
15. Asked to be of further assistance at the conclusion of the call.
16. Thanked guest for choosing their hotel.
17. Gave an appropriate, pleasant parting remark.
REGISTRATION
STANDARDS:
1. Acknowledged or greeted within 30 seconds of arrival at front desk.
2. Gave an appropriate, enthusiastic greeting.
3. If busy, acknowledged all waiting guests.
4. Wore a name tag.
5. Made good eye contact.
6. Seemed friendly and attentive.
7. Asked if or verified had been a guest before.
8. Gave guest a specific welcome/welcome back to the hotel.
9. Used guest’s name at least twice.
10. Verified departure date, room rate, and room/bed type requested.
11. Confirmed any special requests (special occasions, dinner res., masseuse, etc.).
12. Gave a brief orientation to the hotel.
13. Asked how many keys needed.
14. Located and promptly delivered any fax, message, or package.
15. Gave clear and complete directions to the room.
16. Offered additional future assistance.
17. Wished guest a pleasant stay.
18. Gave an appropriate, pleasant parting remark.
19. Check-in process smooth, efficient and completed within three minutes.
20. Made guest to feel welcomed.
CHECK-OUT
STANDARDS:
1. Acknowledged or greeted within 30 seconds of arrival at front desk.
2. Gave an appropriate, enthusiastic greeting.
3. If busy, acknowledged all waiting guests.
4. Wore a name tag.
5. Made good eye contact.
6. Seemed friendly and attentive.
7. Asked guest about satisfaction with stay.
8. Used guest’s name at least twice.
9. Located hotel bill within 30 seconds.
10. Reviewed hotel bill.
11. Hotel bill was correct or adjusted without argument.
12. Made guest to feel appreciated and welcomed back.
13. Thanked guest for staying at the hotel.
14. Asked guest about possible return visits and/or offered future reservations.
15. Gave an appropriate, pleasant parting remark.
16. Check-out process smooth, efficient and completed within three minutes.
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