Spreadsheet: 105343d1302721770-excel-2007-turn-x-into-the-value-of-one-reservations-x
Sheet: Sheet1

RESERVATIONS
CATEGORY: CHECK IN |  |  |  |  | Total Number of Standards | MEET | BELOW | N/A
DATE AND TIME: |  |  |  |  | 35 | #N/A | 0 | 0
 |  |  |  |  | #N/A
 |  |  |  | CHECK IN - STANDARDS
Criteria | MEET | BELOW | N/A
1 | X |  |  | Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?
2 |  | x |  | If the call was not answered in 3 rings or 10 seconds, was an apology extended?
3 |  |  | x | If caller is put on hold did it not exceed 30 seconds?
4 | x |  |  | Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
5 | x |  |  | Did employee obtain guest's name and clarify its spelling where required?
6 | x |  |  | Did employee confirm date in and date out?
7 | x |  |  | Did the employee clarify if the guest had stayed before?
8 | x |  |  | Did the employee establish the purpose of the visit (i.e. business, leisure, special occasions, etc.)?
9 | x |  |  | Did employee immediately check availablity and if the dates requested were unavailable were alternative dates offered?
 | x
10 | x |  |  | Were a minimum of two room types/rates offered?
11 | x |  |  | Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?
 | x
12 | x |  |  | Did employee clearly state room rate and what it included/excluded (i.e. tax, service, meals etc)?
13 | x |  |  | Did the employee ask for the business (i.e. ' would you like me to make a booking for you' )?
14 | x |  |  | Did employee offer to take down the guest's address details?
15 | x |  |  | Did employee obtain guest's telephone number?
16 | x |  |  | Did employee obtain guest's fax number or e-mail address?
17 | x |  |  | Did employee request the caller's credit card details and were they repeated back for verification?
18 | x |  |  | Did employee explain cancellation policy and if applicable, the deposit policy?
19 | x |  |  | Did the employee clarify the hotel's smoking policy or clarify the guest's smoking preference?
Criteria | MEET | BELOW | N/A
20 | x |  |  | Did employee ascertain expected time of arrival and advise the check in time (in the case where the guest was an early arrival)?
21 | x |  |  | Did the employee clarify if the guest had any personal preferences (i.e. bed preference)?
22 | x |  |  | Did employee ascertain if the guest required any transport arrangements?
23 | x |  |  | Did the employee promote at least one other hotel facility (i.e. offer to make a dinner or spa reservation)?
24 | x |  |  | Did employee repeat and confirm all details of the reservation during or at the end of the call?
25 | x |  |  | Did employee offer reservation number or booking reference?
26 | x |  |  | Did the employee offer his/her name at the end of the call for any further assistance required?
 |  |  |  | THE EMPLOYEE - BEHAVIOURAL STANDARDS:
27 | x |  |  | Did the employee speak in a considerate, interested and friendly manner and refrain from using any jargon?
28 | x |  |  | Did the employee demonstrate good listening skills (i.e. avoid repetition of questions) and ask additional questions where necessary?
29 | x |  |  | Did employee use the caller's name at least once during the interaction?
30 | x |  |  | Was the employee’s speech clear and use of English adequate to be fully understood?
31 | x |  |  | Did the call end with the employee offering a warm and enticing comment regarding the guest's forthcoming stay?
 |  |  |  | PRODUCT - CONFIRMATION
32 | x |  |  | Did employee automatically offer to send a confirmation?
33 | x |  |  | Was the confirmation received within 24 hours with the hotel's/group's logo and hotel contact details present and was all information within the confirmation correct?
34 | x |  |  | Did confirmation promote any other hotel facilities (i.e. restaurants, spa, airport transfers)?
35 | x |  |  | Did confirmation explain cancellation charges?
 | x