Hotel Call Center Simulation – Self-Grading Rubric
Hyatt-style reservation call role play • Classroom checklist + automatic score calculator
Student Name
Partner / Customer
Course / Section
Date
How to use this rubric
Rate each category from
1 to 4
.
Use the checklist to track whether key call-flow actions were completed.
Click
Calculate Score
to see the total, percentage, and performance band.
Use the comment boxes for self-reflection or teacher feedback.
Performance Rubric (6 core criteria)
1. Greeting
Did the student open the call professionally, mention the hotel / department, identify themself, and offer help politely?
4 – Excellent
Complete professional greeting with hotel name, role, and clear offer of help.
3 – Good
Good greeting with minor omission.
2 – Fair
Basic greeting but incomplete or not fully professional.
1 – Needs Improvement
Unclear, informal, or missing key opening elements.
2. Verification
Did the student verify the customer’s name, callback number, email, or other reservation details clearly and politely?
4 – Excellent
Accurately verifies all key customer information and confirms it back.
3 – Good
Verifies most information with only minor gaps.
2 – Fair
Attempts verification but misses important details.
1 – Needs Improvement
Does not verify or verifies inaccurately.
3. Probing / Discovery Questions
Did the student ask relevant questions to understand the reservation: dates, number of guests, room type, children’s ages, transportation, special requests, etc.?
4 – Excellent
Well-organized questions gather all important reservation details.
3 – Good
Asks several relevant questions and gets most needed information.
2 – Fair
Asks some questions but misses important details.
1 – Needs Improvement
Asks too few questions to understand the guest’s needs.
4. Upselling / Cross-Selling
Did the student recommend extra services appropriately, such as all-inclusive package, shuttle, babysitting, kids’ club, hotel amenities, or shows?
4 – Excellent
Recommends relevant services naturally and connects them to the customer’s needs.
3 – Good
Offers useful extras, though the recommendation could be stronger.
2 – Fair
Mentions an extra service but with limited explanation.
1 – Needs Improvement
Does not attempt to recommend additional services.
5. Recap / Confirmation
Did the student summarize the reservation accurately, including dates, room type, guests, special requests, and extra services?
4 – Excellent
Complete and accurate recap with clear confirmation of all details.
3 – Good
Recaps most details correctly with only minor omissions.
2 – Fair
Partial recap; several important details missing.
1 – Needs Improvement
No recap or inaccurate recap.
6. Closing
Did the student end the call professionally by thanking the guest, offering final assistance, and closing politely?
4 – Excellent
Polished closing with thanks, final offer of help, and professional farewell.
3 – Good
Appropriate closing with one minor missing element.
2 – Fair
Abrupt or limited closing.
1 – Needs Improvement
Unclear or missing closing.
Quick Checklist
Greeted the customer professionally
Mentioned hotel / department / role
Verified customer name
Verified phone number or email
Asked for arrival and departure dates
Asked number of guests / children’s ages
Asked about room type or preferences
Asked about extra services / special requests
Recommended at least one extra service
Recapped the reservation details
Confirmed special requests
Closed the call politely
Comments and Reflection
Strengths
Areas to improve
Results
Total Score
0
/ 24
Percentage:
0%
Not graded yet
Criterion
Score
Greeting
0
Verification
0
Probing
0
Upselling
0
Recap
0
Closing
0
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