Kartik received a certificate of recognition from DoubleTree by Hilton Hotel & Residences Al Barsha for achieving 100% performance based on a customer service survey. The survey evaluated Kartik's phone call handling skills across various metrics like greeting, listening, presenting offers, dealing with objections, and closing the call. Kartik scored full marks in all categories, maintaining 100% professionalism and customer focus throughout the call.

1. This Certificate is awarded to
Kartik
from
DoubleTree by Hilton Hotel & Residences Al Barsha
Congratulations on a 100% performance!
You receive this certificate in recognition of your commitment to excellence.
2016-07-17
/ Europe / Middle East / The Americas / Asia Pacific /
$$$[qpb.ifh-worldwide.com3197226160717014310]$$$
DXB344 - 1/9

2. Hilton Reservations - 2
DXB344 - DoubleTree by Hilton Hotel & Residences Al Barsha, Al Barsha 1, Dubai, 72584 2016-07
Survey Score
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
100.00%
Section Summary
Current
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
Scored Missing Previous: Previous Survey (2016-07)
Copyright © 2009 Report Generated: 2016-07-17 09:43
Utilised proper opening ...
Listened to customer's r...
Key transitional questio...
Presented benefit statem...
Attempted close
Dealing with objections
Attempted to upsell with...
Professionally closing t...
Hilton Honors
Utilised proper opening ...
Communication Skills
Hilton Moments
TOTAL
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
DXB344 - 2/9

3. Hilton Reservations - 2
Hilton Hotels Middle East - 2014
Reservation
Location:
DXB344 - DoubleTree by Hilton Hotel & Residences Al Barsha - Al Barsha 1, Dubai,
DU 72584
Date: 2016-07-17
Time: 15:51
Survey Total: 100.00% (46 / 46)
General Information (0 / 0)
Were you able to reach an employee? Yes No (Decline Call) 0/0
Employee evaluated: Kartik
Arrival Date 2016-07-19
Number of Nights 02
Pseudoname of booker Martin
Name of guest NA
Company of guest NA
Number of rings 02
Time of rings 00:00:05
Number of Transfers 01
Time on hold 00:00:06
Talk Time 00:08:01
Confirmation number NA
Rooms and Rates offered King guestroom with breakfast - AED 401
(non refundable rate)
Performance and Moving Up -
Performance and Moving Up
The agent was polite and courteous during the conversation and it was highly appreciated. Its recommended that he speak little slowly and
maintain pace with the caller.
The agent started his sales pitch by offering the Advance Purchase Rate however he did not mention at the first place that he was offering non
refundable rate. Its highly advised to mention the rate type while offering the rate.
Utilised proper opening dialogue 100.00% (8 / 8)
1. Greeting of the day (12.2.1 a) (1.2.1 b) N/A Yes No 1/1
2. Name of hotel or department (12.2.1 a) (1.2.1 b) N/A Yes No 1/1
3. First name of employee (9.5.1 f) N/A Yes No 1/1
4. Correct sequence N/A Yes No 1/1
5. Wording for further assistance (1.2.1 c) N/A Yes No 1/1
6. Call answered within three rings (1.2.1 a) N/A Yes No 1/1
7. Answered in person (no voice mail) (1.2.1 g) N/A Yes No 1/1
8. Asked guest before putting on hold (1.2.1 e) N/A
DXB344 - 3/9

4. 9. Obtain guest name within the greeting process (1.2.1 d) N/A Yes No 1/1
10. Put on hold less than 30 seconds.(1.2.1 f) N/A
Listened to customer's requests 100.00% (5 / 5)
11. Is there a positive first response? N/A Yes No 1/1
12. Background is free of any noise or disturbances N/A Yes No 1/1
13. Ascertain is it company booking / private booking. Establish affiliation with a group or meeting (12.2.1 d) N/A Yes No 1/1
14. Arrival & departure dates or number of nights (12.2.1 e) N/A Yes No 1/1
15. How many guest will be staying? N/A Yes No 1/1
16. Smoking/ Non- Smoking room (12.2.1 g) N/A
Key transitional question 100.00% (2 / 2)
17. Have you stayed with us before or are you familiar with the hotel? N/A Yes No 1/1
18. Correct timing of the question N/A Yes No 1/1
19. Welcome phrase for repeat guest N/A
Positioned the product before quoting price -
20. Describe Hotel's Location N/A
21. Describe the hotel's facilities N/A
22. Point of time of the key sentence N/A
Presented benefit statements 100.00% (1 / 1)
23. Benefit statement No. 1 N/A Yes No 1/1
Attempted close 100.00% (1 / 1)
24. Phrase of closing N/A Yes No 1/1
25. Timing of attempted close N/A
The caller interrupted the agent during the conversation.
26. Credit Card to guarantee the booking N/A
Dealing with objections 100.00% (3 / 3)
27. Encourage commitment when the customer is undecided N/A Yes No 1/1
28. Offer a booking stating the flexibility of cancellation policy N/A Yes No 1/1
1/1
DXB344 - 4/9

5. 29. Best available rate / Encourage using product benefit N/A Yes No
30. Alternative date (12.2.1 i) N/A
31. Refer business to sister hotel (12.2.1 i) N/A
32. Reservation agent offered to search for a "value rate"/promotional rate (12.2.1 f) N/A
33. Restrictions and inclusions for the rates have been explained N/A
Attempted to upsell without being prompted 100.00% (1 / 1)
34. Offer of two different room categories with rates N/A
The caller interrupted the agent.
35. Best available rate has been offered. N/A Yes No 1/1
36. Usage of upsell related benefit statement N/A
The caller interrupted the agent.
Recapped reservation -
37. Room category and/or room type booked N/A
38. Price N/A
39. Arrival and departure date N/A
40. Spelling of guest’s name N/A
41. Special requests N/A
42. Confirmation number / sending of confirmation N/A
43. Type of booking N/A
44. Details of the check-in / check-out times stated N/A
45. Cancellation policy: - Guaranteed booking - 2 p.m. booking N/A
46. Airport pick up and drop off offered N/A
47. Contact details repeated ( fax, e-mail, or phonenumber) N/A
Professionally closing the call 100.00% (3 / 3)
48. A word of thanks for booking / call N/A Yes No 1/1
49. Offer of further assistance N/A Yes No 1/1
50. Offer of calling back in the event of a query N/A Yes No 1/1
Hilton Honors 100.00% (3 / 3)
1/1
DXB344 - 5/9

6. 51. Membership identified at the onset of the call (12.2.1 b) N/A Yes No
52. If No- Explanation of loyalty program N/A Yes No 1/1
53. If No- Offer of enrollment N/A Yes No 1/1
54. If YES- Verify account number N/A
Recording of guest's data -
55. Company name if on business N/A
56. Full name of guest (spelt if necessary) N/A
57. Telephone number N/A
58. Fax number / Email address N/A
Utilised proper opening dialogue - Operator 100.00% (7 / 7)
59. Greeting of the day (12.2.1 a) (1.2.1 b) N/A Yes No 1/1
60. Name of hotel (12.2.1 a) (1.2.1 b) N/A Yes No 1/1
61. Correct sequence N/A Yes No 1/1
62. Wording for further assistance (1.2.1 c) N/A Yes No 1/1
63. Call answered within three rings (1.2.1 a) N/A Yes No 1/1
64. Answered in person (no voice mail) (1.2.1 g) N/A Yes No 1/1
65. Asked guest before putting on hold (1.2.1 e) N/A
66. Put on hold less than 30 seconds.(1.2.1 f) N/A
67. When transferring the guest to the right department, did the operator mention the departments name? (1.2.1
h)
N/A Yes No 1/1
Communication Skills 100.00% (8 / 8)
68. The conversation is fluent N/A Yes No 1/1
69. A smile in the employee´s voice can be detected N/A Yes No 1/1
70. There is diverstity in voice( loud, low, fast , slow) N/A Yes No 1/1
71. The caller´s name has been called at least two times (1.2.1 d) N/A Yes No 1/1
72. The conversation does not appear to be read off. N/A Yes No 1/1
73. The conversation does not seem artificial or stilted N/A Yes No 1/1
74. No negative words have been used N/A Yes No 1/1
DXB344 - 6/9

7. 75. Use of Correct Language N/A Yes No 1/1
Hilton Moments 100.00% (4 / 4)
76. Was the call professionally handled and personalized? Yes No 1/1
77. Product Knowledge/ Product Confidence (Positive descriptions have been used to describe the hotel and it´s
services)
Yes No 1/1
78. Guest needs anticipated and addressed? (Proactive Sales) Yes No 1/1
79. Sentences that transmit commitment have been used N/A Yes No 1/1
Additional sales -
80. Offered to book Dinner reservations in one of the Branded venues / advised of any special events N/A
81. Explained Conrad Concierge / Waldorf Astoria Personal Concierge N/A
82. Offered / Explained at least one signature services available; Bath masters; Sleep experience; Pillow Menu N/A
General Remarks
This call was made for a business stay enquiry for 01 adult for a 02 night stay. The call was made using an UAE mobile number and the call was
made from the Al Barsha area.
Survey Total: 100.00% (46 / 46)
DXB344 - 7/9

8. Hilton Reservations - 2
DXB344 - DoubleTree by Hilton Hotel & Residences Al Barsha, Al Barsha 1, Dubai, 72584 2016-07
Attention Areas
Missing / Possible
Utilised proper opening dialogue 1 / 34
Dealing with objections 1 / 11
Improving your performance on these sections would increase your score
for this visit by 0.00%, giving you a total of 100.00%.
Improving your performance on these sections would increase your overall
score for the last 4 visits* by 0.97%, giving you a total of 100.05%.
* Last 4 visits: 2016-07 July#4, 2016-07 July#3, 2016-06 June#2, 2016-06 June#12016-06 June#1, 2016-06 June#2, 2016-07 July#3, 2016-07
July#4
The sections displayed above are those for which you received only partial or no credit, and which most
negatively impact your overall score. Focusing your attention on these critical areas in the future will help increase
your overall scores.
Copyright © 2009 Report Generated: 2016-07-17 09:43
DXB344 - 8/9

9. 2.84 MB
2016-07-17 15-51 Double Tree Al Barsha Reservation - Kartik.mp3
DXB344 - 9/9