AAA Departure Services Front Desk

• Audit Title

• Document No.

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

AAA Departure Services Front Desk : Total Attainable Points (30) Minimum points for 5D = 21.

Initial Greeting. 5 points

• Attendant provides a warm and sincere greeting; recognizes guest appropriately 1

  Yes

  No

  N/A

• Attendant addresses guest by name during initial greeting, and as appropriate thereafter 2

  Yes

  No

  N/A

• Staff associate acknowledges (with warm and welcoming greeting) guests waiting in line 2

  Yes

  No

  N/A

Work execution and efficiency 13 points

• Express check out services are available 24/7 1

  Yes

  No

  N/A

• Attendant inquires about guest stay 1

  Yes

  No

  N/A

• Attendant provides a copy of bill for review in guest's hand 2

  Yes

  No

  N/A

• Attendant places check out folio into the guest's hand 2

  Yes

  No

  N/A

• Attendant confirms payment method 1

  Yes

  No

  N/A

• Attendant expresses a warm and sincere thank you for staying at the hotel 3

  Yes

  No

  N/A

• Attendant sincerely encourages guest to return 3 points

  Yes

  No

  N/A

Graciousness, thoughtfulness & sense of personalized service 6 Points

• Attendant exhibits a sincere desire and compliance to all guest requests 2

  Yes

  No

  N/A

• Attendant anticipates guest's needs or offers a personalized recommendation 2

  Yes

  No

  N/A

• Attendant is efficient yet unhurried and sensitive to the manner of the guest 2

  Yes

  No

  N/A

Closing 4 points

• Attendant provides a warm and sincere closing 1

  Yes

  No

  N/A

• Attendant addresses guest by name during closing 2

  Yes

  No

  N/A

• The guest feels well served 1

  Yes

  No

  N/A

Refinement / Sense of Luxury 2 points

• Degree of Competency, Hospitality & Refinement + / - 1 or 2 pts.

• FEED BACK

• Fabrizio Calvo

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• 5 Diamonds

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