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One of our trained agents will stay at your hotel for two consecutive nights and evaluate over 300 customized points of service. The reports are detailed and comprehensive.
ROOMS DIVISION
Reservations - Operator greeted caller according to hotel's standard, spoke positively of hotel, attempted to sell higher room type, able to list in-room amenities, explained at least one benefit for each hotel feature listed, knowledgeable of rates and applicable promotions, plus approximately 40 additional points of service.
Front Desk - check in process, assistance during stay, check-out process, knowledge of business services, guest name usage, Night Auditor's professionalism at 2:00am, guest security, plus approximately 50 additional points of service.
Housekeeping - Response time within hotel's standard, cleanliness of guest rooms including high surfaces, cleanliness of public areas, eye contact in hallways, carts out of guests' way, "Do Not Disturb" sign honored, quiet in halls during early morning hours, plus approximately 30 additional points of service.
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Engineering - Response time within hotel's standard, in-room amenities operational, 3-way bulbs work all ways, Sink and shower stops operational, water pressure, plus approximately 20 additional points of service.
FOOD & BEVERAGE
Room Service - Telephone answered using hotel's standard, able to answer questions regarding menu, offered applicable choices, suggested an additional item such as a salad or dessert, quoted delivery time, delivery time honored, special request honored, food temperature, plus approximately 23 additional points of service.
Restaurant - (Host, Server, Busser, and Manager) Over 90 points of service are evaluated. This detailed evaluation includes every aspect of the dining experience. From the moment our agent enters to the moment they leave.
Hotel Bar - Everything from the initial greeting to cash handling is evaluated. Salesmanship, friendliness, accommodating, awareness, honored special request, plus approximately 15 additional points of service.
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Questions for bar operators:
Do your bartenders up sell to premium and call brands of liquor?
Are all drinks rung up properly?
Are Comps being rung up as Comps...or not at all?
How much liquor is being poured?
Questions for restaurants:
Are customers being greeted immediately upon arrival?
Are servers using suggestive selling techniques?
Are dirty plates being cleared soon after your guests are done with their meal?
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Are special requests honored?
Do servers return to table within two minutes of entrees being served to check on customer's satisfaction?
Are your guests acknowledged when leaving?
Are your servers functioning as more that order takers?
CHECKPLEAZE will provide you with detailed reporting on the entire visit. Reports are written to tell a complete story, from beginning to end.
We encourage our clients to read our reports to their staff at each meeting.
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How much time does an evaluation take?
The time required varies based on your experience, skill level, client request and organizational skills:
- An average restaurant review usually takes between one and one-half to three hours. You should plan on spending an additional one-hour filling out the review form properly. This is the most important part of being an agent. Good reporting and keen observations!
- Reviews that are lengthy and take a longer period of time, or take place over a client-specified time period, are usually charged a premium.
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Is there more?
CHECKPLEAZE also specializes in “white glove” fine dining, hotel reviews, 5-diamond audits and service training. The services are the backbone of what comprises our total customer service network. Our “white glove” service requires advanced training. CHECKPLEAZE welcomes any qualified applicant to assist with these services. However, training is comprehensive and conducted on an individual basis. All Agents that conduct our “white glove” reviews, audits and service training are required to have a minimum of five years customer service training with a 4 and 5 diamond standard’s background, or have been an Agent or Associate Agent with CHECKPLEAZE for three years.
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What do I have to do to get started?
Each Associate Agent will be interviewed, preferable in person, but in some cases over the telephone, in order to help CHECKPLEAZE determines your success probability, as well as your qualifications. We never wish to discourage anyone, but based on previous experience we can help in your success.
If you’re interested, please contact parthena@checkpleaze.com to set up an interview and begin the process.
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