Template

PBX BVP Audit Checklist for Hotels

by Charlene Johnson, from the Community

20+

This PBX BVP audit checklist helps hotel teams evaluate telephone standards and guest interactions. Assess prompt answering, proper greetings and name use, recognition of Hilton Honors members, accurate responses, repetition of requests with room numbers, use of the HEART model and empowerment guidelines, wake-up call protocol, and positive farewells. Use it to coach agents and maintain consistent, guest-centered service.

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Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

About author

Community

This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
In-House Reservations BVP
This in-house reservations checklist helps hotel teams assess call handling and service quality. It covers answering standards, professional greeting, recognition of loyalty members, use of the HEART model to resolve issues, empowerment guidelines, offering positive alternatives when requests cannot be met, and accurate reservation setup. It also prompts verification of guest details, confirmation of loyalty profile validity, clear and friendly communication, proactive offer of further assistance, and documenting call details in tracking sheets.
by Natasha Bhojani, from the Community
Downloads: 20+
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Template
Banquet Server BVP Checklist
This banquet server BVP checklist supports hotel and event teams in delivering consistent guest service. It covers buffet and table setup, professional presentation, greeting and engagement, maintaining tidy stations, responding to requests, resolving complaints using the HEART model, offering alternatives when needed, and creating memorable brand moments. Includes coaching and recognition prompts for supervisors.
by Doug West, from the Community
Downloads: 30+
Get
Template
PBX/Call Center Wake-up Call Checklist
This Ritz-Carlton brand standard audit guides PBX and call center teams through delivering reliable wake-up calls and exceptional guest service. It covers answering within three rings, warm and courteous greetings, addressing guests by name, verifying details, and offering 15-minute follow-up calls. Delivery standards include calling within two minutes of the requested time, stating the current time, sharing weather or temperature, and providing a fond farewell. Club Level options include offering complimentary tea or coffee after the wake-up call.
by Victoria Raeburn, from the Community
Downloads: 10+
Get
Template
PBX and Call Center Rapid Response Checklist
This Ritz-Carlton Brand Standard Audit checklist helps hotel PBX and call center teams deliver prompt, professional service during guest calls. It covers answering within three rings, using proper telephone etiquette, stating your name, and setting clear expectations for resolution. Agents are guided to ask effective questions to understand guest needs, offer apologies for defects, and provide a clear time quote for response. When special requests cannot be met, staff use polite denials and offer helpful alternatives. The checklist also reinforces ownership of issues using the LEARN approach and requires the responding department to arrive within 20 minutes to resolve the request.
by Victoria Raeburn, from the Community
Downloads: 20+
Get

In-House Reservations BVP

This in-house reservations checklist helps hotel teams assess call handling and service quality. It covers answering standards, professional greeting, recognition of loyalty members, use of the HEART model to resolve issues, empowerment guidelines, offering positive alternatives when requests cannot be met, and accurate reservation setup. It also prompts verification of guest details, confirmation of loyalty profile validity, clear and friendly communication, proactive offer of further assistance, and documenting call details in tracking sheets.

by Natasha Bhojani, from the Community

20+

Get

Template

Banquet Server BVP Checklist

This banquet server BVP checklist supports hotel and event teams in delivering consistent guest service. It covers buffet and table setup, professional presentation, greeting and engagement, maintaining tidy stations, responding to requests, resolving complaints using the HEART model, offering alternatives when needed, and creating memorable brand moments. Includes coaching and recognition prompts for supervisors.

by Doug West, from the Community

30+

Get

Template

PBX/Call Center Wake-up Call Checklist

This Ritz-Carlton brand standard audit guides PBX and call center teams through delivering reliable wake-up calls and exceptional guest service. It covers answering within three rings, warm and courteous greetings, addressing guests by name, verifying details, and offering 15-minute follow-up calls. Delivery standards include calling within two minutes of the requested time, stating the current time, sharing weather or temperature, and providing a fond farewell. Club Level options include offering complimentary tea or coffee after the wake-up call.

by Victoria Raeburn, from the Community

10+

Get

Template

PBX and Call Center Rapid Response Checklist

This Ritz-Carlton Brand Standard Audit checklist helps hotel PBX and call center teams deliver prompt, professional service during guest calls. It covers answering within three rings, using proper telephone etiquette, stating your name, and setting clear expectations for resolution. Agents are guided to ask effective questions to understand guest needs, offer apologies for defects, and provide a clear time quote for response. When special requests cannot be met, staff use polite denials and offer helpful alternatives. The checklist also reinforces ownership of issues using the LEARN approach and requires the responding department to arrive within 20 minutes to resolve the request.

by Victoria Raeburn, from the Community

20+

Get

PBX BVP Audit Checklist for Hotels

About author

You might also like

In-House Reservations BVP

Banquet Server BVP Checklist

PBX/Call Center Wake-up Call Checklist

PBX and Call Center Rapid Response Checklist

You might also like

In-House Reservations BVP

Banquet Server BVP Checklist

PBX/Call Center Wake-up Call Checklist

PBX and Call Center Rapid Response Checklist