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C o n f i d e n t i a l , c a n n o t b e d i s t r i b u t e d t o a n y o n e o u t s i d e H o s p i t a l i t y S o f t n e t
This first page are standards that apply in general to all shops. The following pages list any "special
standards" for a particular management company's Shop Report Format
You can either "search" for the account name. Or you can choose from the Table of Contents. If you would
like to print a page you can. If you would like to "copy" something and paste it you can click on the large T
on the bottom of the screen and then choose what you want to copy.
GENERAL OVERALL STANDARDS FOR SALES AND CATERING SHOPS
TEMPLATE:
Always verify you are using the right template that is listed on the assignment.
SPECIAL REQUESTS
If you have a template that is specific to the client, please pay attention to each question as some
might be different than on our regular generic templates. If needed, we will have a special checklist
for that account.
NAMING THE REPORT
DOCUMENT & SHOP ID
CODE:
Hotel code_initiate date_shopper initials EXAMPLE: 385_080715_lj
NOTE: The Shop ID Code is the same as the name used to save the report document.
TENTATIVE CLOSE OUT
DATE:
The tentative close out date is typically 10 regular days (INCLUDING weekends and holidays) after
speaking with the hotel manager, unless a Customized Template states otherwise.
Score Summary – Capture:
If the Total Score is below 65% AND you are saying you would book, carefully review this and
indicate why you would book in the Primary Strengths Observed section. Otherwise, it’s sending a
mixed signal. We should never say we will book with scores that are 59% or below.
Score Summary -
Reachability Factor:
Please list the number of hours it took for the hotel to return the initial call. This should be listed in
TOTAL hours.
Chronology:
Time zones listed on the chronology should be the
time zone of the identity being used
. Please be
very detailed with your Chronology notes. For example, when the manager leaves a voicemail,
please include the nature of the voicemail. If a message is left with a person or on a voicemail,
please indicate the name or voicemail box with whom the message was left.
Greeting:
Please be sure to rate the number of rings, being placed on hold and the hold times correctly.
A hold is considered being placed on hold by someone and the call being picked up again by the
same person (assistant or operator) prior to being transferred.
Objection:
OBJECT, OBJECT, OBJECT at least 75% of the time, if not more.
a.
Object on price if possible. If not on price, object to something else.
b.
If you find you can’t object on the initial call because it would not be “realistic”, then don’t
do so. Wait for the proposal to be emailed. Once you receive the email, reply with an
objection. By replying in this manner, we will NOT impact the “follow-up” phase and
rating.