Tools to Success

Front Office HSN AUDIT

Hotel Name______

Auditor______Audit Date______

Tools to Success

REVENUE CSI OUTLINE
Revenue CSI outline notepads at each telephone, easily accessible, designed for agent to WRITE ON / Yes No
REVENUE CALL BACK SHEET
Call back sheets at each telephone, easily accessible, designed for agent to WRITE ON / Yes No
GM, AGM, Sales Personnel KNOW ABOUT the Call Back Sheet and HOW TO TAKE REVENUE / Yes No
TRAINER AUDIT
Has FULL knowledge of HSN training tools available / Yes No
Has FULL knowledge of HSN Support / Yes No
HSN Trainer performs at 100% ALL THE TIME to LEADS BY EXAMPLE / Yes No
Trainer coaches agents while at the front desk / Yes No
Telephone competition to mystery shop their POS for on-going comparison / Yes No
DAILY “Pump Up” BRIEFING MEETINGS at 7am and at 3pm (discuss) / Yes No
KNOWS which agents are struggling and which agents are succeeding with HSN program / Yes No
Does NOT allow agents to manage REVENUE CALLS until HSN training is complete / Yes No
Has POS program as TOP priority for Front Desk Meetings / Yes No
REWARDS program and takes photos of agent receiving award for HSN WALL OF SUCCESS / Yes No
CONSEQUENCE program in place and works this systematically for HIGH standards achievement / Yes No
DESK AGENT AUDIT(S)
Knows about the HSN Program and has trained on the HSN website / Yes No
Has FULL knowledge of the Revenue Call Back Sheet & how/when to use it / Yes No
Can “Test Out” with you at 100% or has performed at 100% In Mystery Shops / Yes No
Understands the program is to be delivered TO ALL REVENUE CALLERS / Yes No
Receives hard copy and audio of mystery shop call within 48 hours of their call / Yes No
Has CLEAR knowledge of BENEFITS for the Hotel of a SKILLED Point-of-Sale / Yes No
Is aware of the COACHING “Feedback Sandwich” to help build skill sets / Yes No
Receives COACHING while at the desk from the GM, the AGM, Co-Workers / Yes No
Feels EMPOWERED to offer a coaching “Feedback Sandwich” to the GM, AGM & co-workers / Yes No
HSN WALL OF SUCCESS
Creative, professional board separate from all other hotel messages / Yes No
Informative: mystery shop call scores, notes from GM/AGM, HSN Newsletter, 100% shop calls, 85% + shop calls, motivational sayings, pictures of agents receiving rewards, etc. / Yes No
Scores from other company operated hotels for competition purposes / Yes No
TAPING AUTHORIZATION
Signed by All Employees In a Position to Take Revenue and Filed In Personnel Files / Yes No
During the next Audit all Negative Scores to be Moved to Positive; Due Date ______
Additional comments by auditor/audited/GM or AGM:

GM or AGM Signature______