Call Assessment Quoting & Booking1. Did the team member ask for the appropriate information to quote accurately? Yes No 2. Did the team member use promotions to encourage booking? Yes No 3. Did the team member quote the correct room style and give an accurate description? Yes No 4. Did the team member quote rates correctly? Yes No 5. Did the team member recap the reservation with the guest? Yes No 6. Did the team member go over all policies? (C/I & C/O times, where to C/I, check park hours, & cancellation) Yes No Customer Service1. Did the team member have a clear and positive attitude while maintaining professionalism? Yes No 2. Did the team member pay attention to the guests’ questions? Yes No 3. Did the team member transfer appropriately? Yes No N/A 4. Did the team member keep control of the call? (Stay on task, minimize dead air) Yes No Knowledge of Resort1. Did the team member do any suggestive selling? (Adventure/Fun Passes, Take Flight, Packages) Yes No 2. If asked, did the team member show knowledge of the other amenities? (Restaurants/Soaky/Wild Rock) Yes No N/A 3. If asked, did the team member show knowledge of the facilities? (Locations, Laundry, Shuttle) Yes No N/A 4. If a request was given, did the team member display knowledge of their request & mention no guarantee? Yes No N/A OverallSummary of call. What can be improved? What was done well?Team Member:(Required) First Last Date of call being reviewed MM slash DD slash YYYY Track call link Supervisor(Required) First Last Date MM slash DD slash YYYY
