California State University Quality of Business Services Summary and Conclusions I will post a word document, please read the word document and write the Executive Summary and Conclusions. You can write them based on the information in the word document. Mystery Shopper Group Report
The Ritz-Carlton, Los Angeles
Phone Call reservation service
From March 20 -April 20, 2020
(less than 300 word)
The reasons our group writes this Mystery Shopper Report are to evaluate the Quality
of Service and create the Training Checklist of Ritz Carlton Hotel’s Reservation
Department. By calling the Ritz Carlton Reservation Department several times during
March 20-April 20, 2020, we can find out Hotel’s Sequence Of Service in the
Reservation Department by phone and its Core Standards of performing the services.
In addition, we will provide more information about Hotel Background such: target
customers, room rate, hotel’s amenities and facilities. The main purpose of this report
is to provide readers from the callers’ points of view to point out some positive and
negative points through phone reservations in order to help Hotel improve the
standard of services. Moreover, we will give out some recommendations to the
Hotel’s Reservation Department to improve customer service by phone’s
communication in professional manners.
target customers, room rate, facilities, etc.
Core Standards of Service with Reservation Operators
Smile while you are on the phone with guests, so you sound genial.
Use a low voice pitch, normal pace and tone, match your speaking rate to the
caller’s, adjust volume.
Offer a warm and engaging “Thank you for calling to XYZ Hotel, I am XXX,
I am a receptionist at XYZ Hotel. May I have your name and how can I help
you today? Who did I have the pleasure to talk with?”
Make sure the guest understands you completely. Be patient with customers
who talk slow.
Introduce hotel’s amenities and programs to guests.
Kindly ask the customers to repeat themselves if you do not understand the
question for any reasons.
Provide enough information regarding the questions and concerns the
customer may have such: Room price, transportation service and fee,
surrounding tourist attractions, pet services animal allowed or not.
Repeat yourself when necessary.
Offer an upper-sale idea to guests on phone such as: Regular room price
without breakfast and valet parking vs breakfast and valet parking included,
club lounge suggestion price.
Sequences of Service with Reservation Operators
Phone should be answered within THREE rings.
Hotel’s Reservation Operators should identify whether your call is an
outbound call from other hotels, guests, travel agents or inbound calls from
other departments within the hotel. If it is an inbound call then just mention
your department and if it is an outbound call then mention the name of the
hotel with your identity.
Hotel Operators should inform the caller about their work area, their name
and offer appropriate greeting or welcoming phrases.
Listen carefully to all information and pay close attention to details being
expressed by the caller while writing down on a piece of paper to keep records
or on computer systems.
Hotel Operators must be acknowledged on phone operations such as:
transferring a call to room or other department, holding calls while working
with present guests at the counter.
Calling guests by their name in the proper way such: Mr, Sir, Madam… and
assisting their needs properly. Answer all guest’s questions with your
property’s knowledge and assistance from other departments if needed.
Explain to the callers clearly if you need to put them on hold, transfer phone
call or call back.
Working on the reservation process through phone in detail:
8.1: The reservation operators should ask the date of the guest’s
reservation (Check-in date and check-out date), number of people, number of
adults and children, any pet ( pet friendly hotel only), types of rooms, special
requests from guests,loyalty guest or not, transportation service.
8.2: The reservation operators should introduce briefly all hotel’s
amenities and services: type of room, detail price matches with each type of
room, different price of each room’s type by itself vs include additional
service such as: breakfast, valet parking, lounge or gym access, loyalty
programs with benefits, etc.
8.3: Answer and discuss all hotel information in a professional way,
local tourist destinations, vehicles rental services, local restaurants, etc to
guests if they need help from the phone operators.
8.4: Listen and take note for the final decision from guests.
8.5: Go over all hotel policies to guests such as: early checking and late
checkout fee, cancellation policy, no-show policy, refundable deposit (if
needed), key lost, or non-smoking hotel policy…
8.6: Put all guest’s final decisions into the reservation software system
with some additional guarantee information such as: credit card information,
8.7: Repeat and confirm all information which operators put down on
the reservation systems such as: first and last name of all guests, date of
reservation ( nights), number of guests, amount of adults and children, type of
rooms, payment methods, additional requests like: transportation service,
disability assistances. to guests and ask whether all information are correct as
8.8 In addition, ask guests whether you can help them with something
else beside all they need.
Close conversation politely and always say “thank you for calling to XYZ
Hotel and have a good day.”
Let’s callers hang up first.
No eating, drinking or talking with someone else while you are on the phone
All the employees in the reservation department should follow Core Standards of
Service with Reservation Operators (1-9) & Sequences of Service with Reservation
Operators (1-11) as a checklist, and must learn compulsorily.
Critical Analysis of Core Standards and SOS
Song (S), Zhou (Z), Truong (T), Xu (X)
Calling Sheet/ Critical Analysis
attendant Sequence Met
04-03 02:00 Patrick
First operator: don’t
inform the name and
greeting, transfer my
call to the
Talk too slow, flat
intonation, seem too
The first operator
didn’t inform his
name, the second
operator can kinda
introduce the local
the hotel to attract
04-05 10:00 Natalie
2,3,4,5,6,7,8,9. Natalie talked with
while she spoke to
Natalie did not smile
and had a happy
voice when she
talked to me.
Carl could list more
details about the
rooms available, and
he didn’t offer too
1, 2, 3, 4, 6, 7,8, 9,
1, 3, 4, 5, 6, 7,
11 04-06 15:00 Wendy
1,2,3,5,6,7,8,9. First operator did
not inform his name
Weny just keeps
speaking while I
some of her
Didn’t inform his
name and greetings.
Didn’t ask for
When I first asked
for the price, he
spoke fast. When I
asked him to repeat
it, his tone became
14 04-10 19:00 Talia
2,3,4,5,6,7,8,9. First operator does
not care who calls
8.1 he asked about
the number of
people, but not
specific on children
He talked faster than
I did, and gave
information in one
long big sentence.
The first operator
didn’t inform his
name. The front
desk can upper sell
the hotel room.
Positive points: 1) I told the reservation operator I will host an event at the hotel for
my daughter’s birthday, and there will be 10 people at the party. He specifically asked
about how many people and checked for a suite which has a capacity of six people.
He told me we can have 10 for gathering together, but only six for sleeping over.
2) When I asked about the room rate, he responded as “twenty five hundreds”. I asked
“ two thousands and five hundreds?” He said “yes, that’s correct.” When I asked
about how big the room is, he responded as “twelve hundreds sqft, which is one
thousand and two hundreds sqft”. He paid detailed attention to the way he said
numbers and the way for me to understand easier.
3) SOS He did a really good job with SOS 8 details, beside 8.5.
Area for improvement: Brandon talks really fast and tries to give as much information
as possible, but for me as a customer, it is kind of overwhelming. But the good part is
very time I came up with a question and cut him up, he stopped right away and
listened to me very carefully.
(refers to critical analysis of core standards, SOS)
Edited and Concordance
Purchase answer to see full