RESERVATIONS

Switchboard RESERVATIONS
Nov-06 Jun-07
STANDARDS - SWITCHBOARD: MEET BELOW N/A MEET BELOW N/A
1 The telephone answered within 3 rings or 10 seconds ü ü
Employee answer the phone with the appropriate greeting (good ü ü
2 morning/afternoon) and identify the hotel
3 If the caller was put on hold did it not exeed 30 seconds? ü ü
4 Did employee put caller through to the appropriate department? ü ü
If no answer did employee come back to guest after no more than 6 ü ü
5 rings?
Did the employee have a good working knowledege of the English ü ü
6 language?
7 Was the background free of any noise or any disturbances? ü ü
8 Did the employee speak in a clear and pleasant manner? ü ü
Did the employee give a verbal acknowledgement before transferring ü ü
9 the caller?
TOTAL NUMBER OF STANDARDS: MEET BELOW N/A MEET BELOW N/A
9 7 0 2 6 0 3

100% 100%
STANDARDS - TAKING A RESERVATION: MEET BELOW N/A MEET BELOW N/A
1 Was the telephone answered within 3 rings or 10 seconds? ü ü
Did the employee answer the phone with the appropriate greeting ü ü
2 (good morning/afternoon) and identify the hotel?
3 If the caller was put on hold did it not exeed 30 seconds? ü ü
4 Was the background free of any noise or any disturbances? ü ü
5 Did employee confirm date in and date out? ü ü
Did employee offer information on full range of room types û ü
6 within the category requested?
Did employee describe the difference between room types ü ü
7 (i.e. location, size, in room facilities)?
8 Did employee offer information on full range of applicable rates? û û
9 Did employee immediately check availability? ü ü
10 If dates unavailable, did employee offer alternative dates? ü ü
11 Did employee obtain guest's name? ü ü

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Leading Quality Assurance
 RESERVATIONS

Switchboard RESERVATIONS
Nov-06 Jun-07
12 Did employee confirm the spelling of caller's name (if necessary)? ü ü
13 Did employee obtain guest's address? û û
14 Did employee obtain guest's telephone number? ü ü
15 Did employee obtain guest's fax number or e-mail address? û ü
Did employee ascertain if it was a private or company û ü
16 booking (city hotels only?)
Did employee clearly state room rate and what it included ü ü
17 (i.e. tax, service, meals etc)?
Did employee clarify guest's smoking preferences for hotels in
excess of 100 rooms and in the case of a non smoking hotel was this ü ü
18 made claear during the reservation enquiry
19 Did employee ascertain expected time of arrival? û ü
20 Did employee explain check in times? ü ü
Did employee ascertain if the guest required any transport û ü
21 arrangements?
Did employee repeat and confirm all details of the ü ü
22 reservation during or at the end of the call?
23 Did employee offer reservation number or booking reference/name? ü ü
24 Did employee thank the guest? ü ü
EMPLOYEE:
25 Was the employee's speech clear and audible? ü ü
Did the employee have a good working knowledge of the ü ü
26 English language?
Was the employee polite, organized and helpful whilst ascertaining û ü
27 information with regards to the reservation?
Did employee ascertain guest's name and use it at least once during ü ü
28 the converstion?
Did employee offer his/her name for any future assistance required û û
29 at the end of the call?
ACCOUNTING:
Did employee request advance deposit/guarantee in order ü ü
30 to secure the booking?
ü ü
31 If credit card offered as deposit, did employee repeat back number?

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Leading Quality Assurance
 RESERVATIONS

Switchboard RESERVATIONS
Nov-06 Jun-07
32 Did employee explain cancellation policy? û ü
PRODUCT - CONFIRMATION:
33 Did employee automatically offer to send a confirmation? û û
34 Was confirmation received within 24 hours? ü û
35 Were all details typed on company letterhead? ü ü
36 Was all information contained on confirmation correct? ü ü
37 Did confirmation promote in house food and beverage facilities? ü ü
38 Did confirmation explain cancellation charges? ü ü
TOTAL NUMBER OF STANDARDS: MEET BELOW N/A MEET BELOW N/A
38 19 11 8 26 5 7

63.3% 83.9%

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Leading Quality Assurance
 DOORMAN PORTERS ARRIVAL

DOORMAN/PORTER (Arrival)
STANDARDS - ON ARRIVAL:

1 Was a doorman/porter present on arrival?

2 Did employee offer assistance opening car doors on arrival?

3 Did employee greet the guest in a warm and friendly manner?

4 Did employee offer assistance with luggage?

Did employee open hotel entrance door for guest (unless revolving
5 or automatic door)?
Did the employee ascertain the guest's name and introduce them
6 to reception?

7 If not, did the employee offer directions to reception desk?

8 Was the entrance to the hotel clean and free of any debris?
STANDARDS - PORTERAGE:
Did the porter arrive at the guest's room within 10 minutes of check
9 in?

10 Did the employee knock lightly on the door?

11 Did the employee greet the guest in a polite and friendly manner?
Did the employee use the guest's name at least once during the
12 interaction?

13 Did the employee place the luggage on the luggage rack/bench?

14 Did the employee offer to hang the suit carrier/coat?

THE EMPLOYEE:

15 Did employees appear organized and work as a team?

 DOORMAN PORTERS ARRIVAL

DOORMAN/PORTER (Arrival)

Was the employee dressed in a clean, pressed and complete

16 unifrom?

17 Were employee's shoes of a corparate standard?

18 Did all employees wear name badges (if applicable)?

19 Was the employee well groomed?

20 Did the employee maintain eye contact with the guest?

21 Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the English
22 language?
Did employee respect guest's presence when interacting with other
23 colleagues?

24 Was employee attentive to the guest's needs at all times?

TOTAL NUMBER OF STANDARDS:
24
 CHECK IN

RECEPTION (Check In)

Nov-06 Jun-07
CHECK IN STANDARDS: MEET BELOW N/A MEET BELOW N/A
1 Was guest acknoledged within 30 seconds of arrival? ü ü
2 Did complete check in take no more than 5 minutes? ü ü
3 Was guest greeted in a warm and friendly manner? ü ü
4 Did employee offer assistance to guest? ü ü
Did employee ascertain guest's name and use it at least once ü û
5 during the conversation?
Was registration card prepared in advance for guest, with all ü ü
6 information given at the time of reservation (i.e. address)?
7 Was all information correct on guest's registration card? ü ü
8 Was departure date confirmed? û ü
Was guest presented with standard hotel pen to fill out any ü ü
9 outstanding details on registration card?
Was guest automatically offered a smoking or non smoking room (if ü ü
10 applicable and not ascertained during the reservation?)
Did employee offer the guest an international/nationla newspaper û û
11 (faxed variety acceptable) for the following morning?
12 Did employee offer or confirm dinner reservation? û û
13 Did employee arrange porterage assistance? ü ü
Did employee arrange for the guest to be escorted to the room û û
14 (see rooming)?
15 Did employee wish guest a pleasant stay? ü û
If room was not ready on arrival, was guest shown to lounge area ü ü
16 and offered a comlomentary beverage?
While wating for the room, was the guest regularly updated on the ü ü
17 situation?
THE EMPLOYEE:
Was the employee dressed in a clean, pressed and complete ü ü
18 uniform?
ü ü
19 Did all employees in uniform wear name badges (i.e. if applicable)?
20 Was the employee well groomed? ü ü
21 Did the employee maintain eye contact with the guest? ü ü
 CHECK IN

RECEPTION (Check In)

Nov-06 Jun-07
22 Did the employee smile and exhibit a friendly manner? ü ü
Did the employee have a good woring knowledge of the English ü ü
23 language?
Did employee respect guest's presence when interacting with other ü ü
24 colleagues?
PRODUCT - RECEPTION DESK:
25 Was the reception desk clean, tidy and well maintained? ü ü
26 Was area behind the reception desk free of clutter? ü ü
TOTAL NUMBER OF STANDARDS : MEET BELOW N/A MEET BELOW N/A
26 19 4 3 17 5 4

82.6% 77.3%
 ROOMING

ROOMING THE GUEST

STANDARDS - ROOMING THE GUEST:

1 Did an employee escort the guest to his/her room?

Did the employee engage in polite unobtrusive conversation on the
2 way to the room?
Did the employee point out food and beverage facilities explaining
3 operational hours?

4 Did employee point out health spa facilities (if applicable)?

Once at the room did the employee offer the option of a room
5 orientation?
6 Did the employee point out heating/air-conditioning controls?
7 Did employee point out how to operate the telephone?
Did employee point out modem/ISDN lines (if applicable) or explain
8 broadband/wireless facilities that were available?
Did employee point out location of in room bar (if not in a
9 prominent position)?
10 Did employee point out valet/laundry services?
Did employee point out any master switches for lighting (if
11 applicable)?
12 Did employee point out location of hair dryer (if necessary)?
13 Did employee point out directory/room service menu?
14 Did employee point out in room safe?
15 Did employee offer any additional assistance?
TOTAL NUMBER OF STANDARDS :
15
 WAKE UP CALL

SWITCHBOARD (Wake up call)

STANDARDS - WAKE UP CALLS:

1 Was the telephone answered within 3 rings or 12 seconds?
Did the employee answer the phone with the appropriate greeting
2 (good morning/evening) and identify the department?
Did employee use the guest's name at least once during
3 the conversation?
Did employee repeat back details to ensure correct
4 understanding?
5 Did employee thank the caller and wish them a good night?
THE EMPLOYEE:
6 Was the employee's speech clear and audible?
Did the employee have a good working knowledge of the
7 English language?
Was the employee polite, cordial and helpful whilst ascertaining
8 information with regards to the wake up call?
STANDARDS - RECEIVING THE WAKE UP CALL
9 Was the wake up call personalised (i.e. not recorded)?
10 Was wake up call received within 5 minutes of requested time?
When receiving wake up call did employee use appropriate
11 greeting?
12 When receiving wake up call did employee use guest's name?

13 When receiving wake up call did employee announce time of day?

TOTAL NUMBER OF STANDARDS :
13
 CHECK OUT

RECEPTION (Check Out)

STANDARDS - CHECK OUT:

1 Was guest acknowledged within 30 seconds of approaching desk?

2 Did complete check out take no longer than 5 minutes?
3 Was guest greeted in a warm and friendly manner?
Did employee ascertain guest's name and use it at least once
4 during the conversation?
5 Did employee verify guest's room number/name?
Did employee verify any last minute charges and post accordingly
6 (i.e. mini bar, breakfast?)
7 Did employee print folio and present to guest for verification?
Did employee complete transaction in a quick and efficient
8 manner?
9 Did the employee offer to stable the credit card slip to the bill?
10 Was folio presented to guest neatly in a bill fold/envelope?
11 Did employee offer assistance with luggage?
12 did employee ask at any point if guest had enjoyed their stay?
13 Did the employee offer an invitation to return?
14 Did employee thank the guest?
ACCOUNTING:
15 Was bill clearly itemized and correct?
16 Was folio accurate and complete?
17 Did employee clarify the method of payment?
18 If guest is setting by credit card was standard hotel pen offered?
THE EMPLOYEE:
Was the employee dressed in a clean, pressed and complete
19 uniform?
20 Did all employees in uniform wear name badges (if applicable)?
21 Was the employee well groomed?
22 Did the employee maintain eye contact with the guest?
23 Did the employee smile and exhibit a friendly manner?
 CHECK OUT

RECEPTION (Check Out)

Did the employee have a good woring knowledge of the English

24 language?
die employee respect gueste's presence when interactin with other
25 colleagues?
PRODUCT - RECEPTION DESK:
26 Was the reception desk clean, tidy and well maintained?
27 Was area behind the reception desk free of clutter?
TOTAL NUMBER OF STANDARDS :
27
 DOORMAN PORTERS DEPARTURE

PORTER/DOORMAN (Dept.)
STANDARDS - ON ARRIVAL:
1 Was the telephone answered within 3 rings or 10 seconds?
Did the employee answer the phone with the appropriate
2 greeting (good morning/afternoon) and identify the department?
3 Did employee confirm number of luggage pieces?
Did the employee use the guest's name at least once during
4 the conversation?
5 Did employee thank the guest?
If there is a delay in luggage collection was guest informed
6 telephonically of the delay and new collection time?
STANDARDS - COLLECTION :
Was luggage collected from room within 10 minutes of
7 telephone request?
8 Did the employee knock lightly on the door?
Did the employee greet the guest in a polite and friendly
9 manner?
Did the employee use the guest's name at least once during
10 the interaction?
11 Did the employee enquire if the guest required any transport?
12 Did employee thank the guest?
TRANSPORT
Did employee automatically offer assistance in obtaining
13 transport at the point
Did the employee packof the
departure?
guest's luggage into the transport
and confirm the number of luggage pieces at the point of
14 departure?
15 Did the employee offer car door assistance?
Did employee thank the guest and wish them a pleasant
16 journey?
THE EMPLOYEE:
17 Did employee appear organized and work as a team?
Was the employee dressed in a clean, pressed and complete
18 uniform?
19 Were employee's shoes of a corporate standard?
20 Did all employees wear name badges (if applicable) ?
 DOORMAN PORTERS DEPARTURE

PORTER/DOORMAN (Dept.)
21 Did the employee smile and exhibit a friendly manner?
Did the emplyee have a good working knowledge of the
22 English language?
Did employee respect guest's presence when interacting with
23 other colleagues?
24 Was employee attentive to the guest's needs at all times?
TOTAL NUMBER OF STANDARDS:
24
 GUEST SERVICES

GUEST SERVICES
STANDARDS - GUEST SERVICES
1 Was the telephone answered within 3 rings or 10 seconds?
Did the employee answer the phone with the appropriate greeting
2 (good morning/afternoon) and identify the department?
Did employee ascertain guest name and use throughout
3 conversations (if known)?
Was guest not left holding for more than 30 seconds on the
4 telephone?
If guest aproached desk did employee acknowledge within 30
5 seconds?
6 Did employee greet guest in a warm and friendly manner?
7 Did employee have immediate access to taxi service/car hire?
8 Was employee able to offer a restaurant recommendation?
9 Did employee actively promote hotel restaurant facilities?
Die the employee automatically offer to make any restaurant
10 reservations on the guest's behalf?
Was the employee knowledgeable regarding nearby places
11 of interest (i.e. theatre, tourist sights, sporting activities)?
Was employee able to assist with onward travel
12 arrangements (i.e. flights, taxi, boat)?
13 Did concierge desk have an up to date supply of brochures?
Did employee offer accurate directions with a complimentary map
14 of surrounding area?
Were all messages/faxes/requrested items delivered within 15
15 minutes?
Was all written information clear, legible and presented on hotel
16 paper?

17 Did employee make every effort to assist the guest's requirements?

18 Were all requests met?
Did the employee refrain from referring the guest to any other
19 department?
 GUEST SERVICES

GUEST SERVICES

Did employee maintain a neat and organized working area at all

20 times?
THE EMPLOYEE:
Was the employee dressed in a clean, pressed and complete
21 unifrom?
22 Were employee's shoes of a corporate standard?
23 Did all employees in uniform wear name badges (if applicable)?
24 Was employee well groomed?
25 Did the employee maintain eye contact with the guest?
26 Did the employee smile and exhibit a friendly manner?
Did the employee have a good working knowledge of the
27 English language?
Did employee respect guest's presence when interacting with other
28 colleagues?
TOTAL NUMBER OF STANDARDS:
28
 TRANSPORT

TRANSPORT

STANDARDS - TRANSFER:
Was a hotel representative at the point of pick up at the
scheduled time?
Did the employee hold a hotel reader board with the guest's name
clearly legible?

Was the hotel sign in good repair?

Was the guest's name spelt correctly?

Did employee offer assistance with luggage?

In the case of poor weather was an umbrella provided?

Did employee offer car door assistance?

Were up to date magazines/newspapers available for guest's
perusal?

Did employee ascertain if guest would like music played?

Was radio volume at appropriate level?

Did the employee engage in polite, unobtrusive conversation?

Did the employee refrain from smoking?

Did employee drive in a safe and careful manner?

Did employee telephone hotel to notify reception of the
guest's expected time of arrival?
Upon arrival at the hotel, did the employee offer door
assistance?

Did employee ensure guest's luggage was taken care of?

 TRANSPORT

TRANSPORT

Did employee thank the guest?

THE EMPLOYEE:
Was the employee dressed in a clean, pressed and complete
uniforms?

Were employee's shoes of a corporate standard?

Did the employee wear a name badge (if applicable)

Was the employee well groomed?

Did the employee maintain eye contact with the guest?

Did the employee smile and exhibit a friendly manner?

Did the employee have a good working knowledge of the English
language?

Ws employee attentive to the guest's needs at all times?

PRODUCT - VEHICLE:

Was the car/bus clean and polished?

Was the interior of the car/bus clean and tidy?

Was the interior of the car/bus odour free?

Was seat belts easily accessible?

Was the car/bus at a comfortable temperature?

Was trunk of car free of driver's personal belongings?

TOTAL NUMBER OF STANDARDS:
 TRANSPORT

TRANSPORT

31