Hotel-Motel Evaluation

Were you explained the check-in and check-out times?
1	Were you provided with check-in information?
	Yes
	No
Examples of acceptable closing remarks include “Thank you” or “Have a great day!”
2	Did you receive an appropriate closing statement?
	Yes
	No, what was said, “
3	When you called the location, how many times did the phone ring before it was answered?
	# of rings
	The phone wasn't answered or was busy my first attempt
When the phone was answered, did you receive a friendly greeting? If you were put on hold did the phone rep wait for you to say, “Yes, I can hold”. Mark off if you didn’t receive a friendly greeting or were placed on hold without a reply (i.e. hold – than all you hear is silence)
4	Did you receive a friendly greeting?
	Yes
	No, please explain
5	If you were put on hold, how long did you have to wait?
	Under 1 minute
	1-2 minutes
	Over 2 minutes
	N/A, I was not put on hold
If the employee does not offer his/her name, then at the end of the call you should say, "Thanks what was your name again"
6	Name of Employee who took your call.
7	Was the price quoted during the reservation process?
	Yes, what price were you offered
	No
	N/A, this location does not take lunch reservations
8	Did the reservation agent ask if you had a membership card and/or number?
	Yes
	No
	N/A, this location does not take reservations.