Template

Service Express Agents Phone Audit

by B. Jacob DuBois, Jr., from the Community

Use this hotel phone audit checklist to assess Service Express agents on key call handling standards. Verify prompt answer within three rings, proper greeting and use of the guest’s name, recognition of Marriott Bonvoy status, clear membership offer with benefits, empathetic tone, and effective closing. Includes notes plus manager and agent signatures for accountability.

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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

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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
Service Express Outside Phone Audit Checklist
This Service Express Outside Phone Audit checklist helps hotel teams assess the quality of guest call handling. Use it to verify answer times (within three rings), adherence to a standard warm greeting, proper needs assessment and self-assistance before transferring, empathetic tone throughout, and correct transfer protocols. The checklist also includes fields for auditor name, date, and manager and agent signatures to confirm review. Apply this audit regularly to improve guest experience, consistency, and service recovery across hotel operations.
by Amani Philip, from the Community
Downloads: 10+
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Template
Service Express Inside Phone Audit
This Service Express inside phone audit template helps hotels review call handling quality for in-house calls. Assess three ring answer time, warm greeting with time of day, correct and repeated use of the guest name, knowledge of property amenities and local area, anticipation of guest needs, SPG status acknowledgment and enrollment offers, and an empathetic tone. Includes fields for auditor, date, and manager and agent signatures.
by Amani Philip, from the Community
Downloads: 10+
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Template
Service Express IRD Phone Audit Checklist
This in room dining phone audit checklist helps hotel teams assess Service Express call quality and consistency. It covers answering within three rings with a warm welcome, confirming the guest room number and name, and recording order details accurately. Auditors verify the number of guests, application of delivery charges, and that special requests, side items, and meat temperatures are captured when applicable. The agent should read back the order, quote the full price including tax, service charge, and delivery, and provide an accurate delivery timeframe. The call should close by asking if the guest needs anything further and thanking them, with the guest name used multiple times. Manager and agent signatures are included for accountability.
by Amani Philip, from the Community
Downloads: 0
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Template
Wake-Up Call Checklist
Standardize your hotel wake-up call service with this checklist. Verify calls are answered within 3 rings, holds are authorized, and request details are confirmed. Ensure personalized, on-time calls within 2 minutes of the requested time using proper greetings and time announcements. Check that agents offer optional services (second call, morning coffee), use clear speech, and close with appreciation. Monitor natural use of the guest’s name and overall phone etiquette to deliver consistent guest service.
by Solen Quimbert, from the Community
Downloads: 0
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Service Express Outside Phone Audit Checklist

This Service Express Outside Phone Audit checklist helps hotel teams assess the quality of guest call handling. Use it to verify answer times (within three rings), adherence to a standard warm greeting, proper needs assessment and self-assistance before transferring, empathetic tone throughout, and correct transfer protocols. The checklist also includes fields for auditor name, date, and manager and agent signatures to confirm review. Apply this audit regularly to improve guest experience, consistency, and service recovery across hotel operations.

by Amani Philip, from the Community

10+

Get

Template

Service Express Inside Phone Audit

This Service Express inside phone audit template helps hotels review call handling quality for in-house calls. Assess three ring answer time, warm greeting with time of day, correct and repeated use of the guest name, knowledge of property amenities and local area, anticipation of guest needs, SPG status acknowledgment and enrollment offers, and an empathetic tone. Includes fields for auditor, date, and manager and agent signatures.

by Amani Philip, from the Community

10+

Get

Template

Service Express IRD Phone Audit Checklist

This in room dining phone audit checklist helps hotel teams assess Service Express call quality and consistency. It covers answering within three rings with a warm welcome, confirming the guest room number and name, and recording order details accurately. Auditors verify the number of guests, application of delivery charges, and that special requests, side items, and meat temperatures are captured when applicable. The agent should read back the order, quote the full price including tax, service charge, and delivery, and provide an accurate delivery timeframe. The call should close by asking if the guest needs anything further and thanking them, with the guest name used multiple times. Manager and agent signatures are included for accountability.

by Amani Philip, from the Community

Get

Template

Wake-Up Call Checklist

Standardize your hotel wake-up call service with this checklist. Verify calls are answered within 3 rings, holds are authorized, and request details are confirmed. Ensure personalized, on-time calls within 2 minutes of the requested time using proper greetings and time announcements. Check that agents offer optional services (second call, morning coffee), use clear speech, and close with appreciation. Monitor natural use of the guest’s name and overall phone etiquette to deliver consistent guest service.

by Solen Quimbert, from the Community

Get

Service Express Agents Phone Audit

About author

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Service Express Outside Phone Audit Checklist

Service Express Inside Phone Audit

Service Express IRD Phone Audit Checklist

Wake-Up Call Checklist

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Service Express Outside Phone Audit Checklist

Service Express Inside Phone Audit

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