Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Porter Arrival Standard
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Was a porter/doorman present on arrival and if he was busy did he positively acknowledge the guest with hand or facial gesture?
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Did the employee offer assistance opening car doors on arrival?
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Did the employee welcome the guest to the hotel using the hotel<br>name?
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Did the employee offer assistance with luggage and confirm the number of pieces?
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Did the employee open hotel entrance door for the guest (unless automated or revolving door)?
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If arrival by car, did the employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket?
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Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. mike/headpiece) to pass on the guest's name?
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If not, did the employee offer directions to the reception desk?
Arrival Porter Functional Standard
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Was the correct luggage either present in the room on arrival or delivered within 10 minutes of the guest's arrival to the room for an urban hotel and 15 minutes for a resort hotel?
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Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?
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Did the employee place the luggage on to the luggage rack/bench in the correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?
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Did the employee offer to hang the guest's coat (if applicable) and suit carrier?
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In the case of a first time guest, did the employee (receptionist or porter) offer a brief orientation to the room by pointing out a minimum of two unique/relevant features (e.g. location of safe, Wi-Fi password, complex technical features, etc.)?
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Did the employee (receptionist or porter) offer any additional service before departing (e.g. pressing, coffee/tea, etc.)?
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Was the luggage service organized and seamless with the guest not having to identify or prompt for his/her baggage at any time?
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In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Employee Behavioural Standard
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?
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Was the employee’s speech clear, well-paced, jargon/slang free and use of English adequate to be fully understood?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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Did the employee display a high level of confidence and knowledge when carrying out his/her duties?
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Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?
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Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?
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Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
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Did an employee personalize the interaction in any way and engage the guest as an individual?
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Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
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Did employees maintain alert postures and respect the guest's presence when interacting with each other?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
