RPA-01
Service
High impact
Telephone is answered within three rings.
Efficiency
All modules
Reservation & Pre-Arrival
Reservations / Front Office · Pre-Arrival
Phone, email, and digital booking interactions before the guest arrives — the first proof of luxury.
Department assessment
10 questions · pass ≥ 90% (Five-Star bar · need 9 correct)18 standards
0 pass
0 fail
18 pending
Tip: filter to high-impact or fails first for faster coaching walks.
Phone & Inquiry Service
Reservation calls, informational calls before/after online booking.
12 standards shown
RPA-02
Service
Greeting is warm, professional, and includes property identification.
Courtesy & Manners
RPA-03
Service
High impact
Staff uses the guest's name naturally when known.
Graciousness, Thoughtfulness & Personalized Service
RPA-04
Service
Staff closes interactions with polite, appropriate remarks.
Courtesy & Manners
RPA-05
Service
Staff can readily describe guest room physical elements (view, bed, amenities).
Guest Comfort & Convenience
Mr C note: Reference Grove suites, Italian design details, and bay/city outlook options.
RPA-06
Service
Staff describes hotel facilities and procedures with clarity.
Technical Execution, Skill & Knowledge
RPA-07
Service
High impact
Agent offers personalized recommendations suited to the guest's purpose of stay.
Graciousness, Thoughtfulness & Personalized Service
Mr C note: Highlight dining, spa/wellness, Coconut Grove walks, and Vizcaya/Biscayne experiences.
RPA-08
Service
Rate, inclusions, and cancellation terms are explained accurately.
Technical Execution, Skill & Knowledge
RPA-09
Service
High impact
Special requests are acknowledged and noted for pre-arrival activation.
Guest Comfort & Convenience
RPA-10
Service
Confirmation is sent promptly with accurate booking details.
Efficiency
RPA-16
Service
Hold times never exceed 30 seconds without a courtesy check-back.
Efficiency
RPA-17
Service
High impact
Staff never overpromises amenities or views that cannot be guaranteed.
Technical Execution, Skill & Knowledge
Pre-Arrival Outreach
Proactive communication that activates preferences before check-in.
6 standards shown
RPA-11
Service
High impact
Pre-arrival communication is personalized (preferences, ETA, occasion).
Graciousness, Thoughtfulness & Personalized Service
RPA-12
Service
High impact
Staff responds to or confirms pre-arrival requests within 24 hours.
Efficiency
RPA-13
Service
Dietary, accessibility, and celebration details are captured and shared across departments.
Technical Execution, Skill & Knowledge
RPA-14
Service
Transportation arrangements are confirmed when requested.
Guest Comfort & Convenience
RPA-15
Service
Paper usage is minimized; digital confirmations are clean and complete.
Wellness
RPA-18
Service
Upsells or packages are suggested only when they clearly enhance the guest's stated purpose.
Graciousness, Thoughtfulness & Personalized Service