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6. Wake -Up Call Services <br />4D <br />• <br />Some type of service is available 24/7; Alarm clock or alternative method is used if there are no <br />hones in room <br />• <br />Service number is answered within three rings <br />• <br />Operator provides a warm and sincere greeting <br />Operator uses guest's name at least once prior to closing <br />X <br />Operator asks appropriate questions and replies in a professional manner <br />Operator anticipates guest's needs or offers a personalized recommendation <br />Operator is efficient yet unhurried and sensitive to the manner of the guest <br />X <br />Operator provides a warm and sincere closing <br />Operator addresses guest by name during closing <br />X <br />Call is received within five minutes of requested time <br />• <br />Call is an automated message <br />Call is a live message <br />• <br />Message includes a warm and sincere greeting <br />Message includes the use of guest's name <br />Message includes time of call <br />Message includes other pertinent information, such as weather <br />Operator anticipates guest's needs or offers a personalized recommendation <br />Operator is efficient yet unhurried and sensitive to the manner of the guest <br />Operator provides a warm and sincere closing <br />Operator addresses guest by name during closing <br />X <br />The guest feels well served <br />There is additional evidence of personalized services <br />7A. <br />Room Service (Order Services) <br />T <br />X Service is available at limited hours <br />Service is available 24/7 <br />X Service number is answered within three rings <br />X Operator provides a warm and sincere greeting <br />Operator uses guest's name at least once prior to closing <br />Operator exhibits a sincere desire and compliance to all guest requests <br />Operator anticipates guest's needs or offers a personalized recommendation <br />X Operator asks appropriate questions and replies in a professional manner <br />• Operator repeats order to guest <br />Operator is efficient yet unhurried and sensitive to the manner of the guest <br />• Operator provides time estimate for delivery(within 30 minutes) <br />• Operator provides a warm and sincere closing <br />Operator addresses guest by name during closing <br />• Operator calls to advise guest if order will be late or if items ordered are not <br />55A342 <br />