Arrival Q-CP

• Talent Names

• Conducted on

  Date

• Audit by

• Guests are greeted at entrance within 30 seconds of arriving

  Yes

  No

  N/A

• Luggage assistance is immediately offered entrance

  Yes

  No

  N/A

• The staff politely acknowledges the guest when appropriate and reasonably possible even if there is a queue

  Yes

  No

  N/A

• " If the guest was not acknowledged or offered assistance within the defned times, was an apology extended?"

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• Did the employee actively listen, avoid interrupting, and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest

  Yes

  No

  N/A

• Did the employee adapt to a changing situation and/or guest's need?

  Yes

  No

  N/A

• Did the employee use the guest's name naturally and discreetly without overusing it?

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Yes

  No

  N/A

• Cross-departmental channels of communication among staff are consistent and complete

  Yes

  No

  N/A

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks

  Yes

  No

  N/A

• All staff encountered are wearing clean and well-fitted uniforms

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

• "Staff does not decline any request without offering appropriate alternatives"

  Yes

  No

  N/A

• If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous

  Yes

  No

  N/A

• "The guest is escorted or directed to the appropriate registration area"

  Yes

  No

  N/A

• Time from arriving at the reception area until registration is complete does not exceed five minutes

  Yes

  No

  N/A

• Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room

  Yes

  No

  N/A

• Was the room ready by the advertised check in time?

  Yes

  No

  N/A

• If the room was not ready on arrival, did the employee offer the guest access to the hotel's facilities (e.g. luggage storage, restaurants, ftness center, spa, changing rooms, room charge facility, Wi-Fi, etc.) and was guest advised of estimated time that the room would be ready and kept informed accordingly (e.g. via mobile, in person) with the room provided by the estimated time?

  Yes

  No

  N/A

• All details of the reservation are accurate; departure date is confirmed during registration

  Yes

  No

  N/A

• The guest is offered an escort to their room

  Yes

  No

  N/A

• "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 asking to enter the room?"

  Yes

  No

  N/A

• Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it

  Yes

  No

  N/A

• Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space

  Yes

  No

  N/A

• Did the employee offer to hang the guest's coat and suit carrier (if applicable)?

  Yes

  No

  N/A

• "Luggage arrives within 10 minutes of registration completion"

  Yes

  No

  N/A

• Orientation to the hotel is helpful, consisting of relevant details and/or personalized information

  Yes

  No

  N/A

• Staff provides helpful information about the guest room that might otherwise be overlooked or confusing

  Yes

  No

  N/A

• If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes

  Yes

  No

  N/A

• "The service is handled without excessive delays or interruptions"

  Yes

  No

  N/A

• Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

  Yes

  No

  N/A

• "Efforts are made to reduce paper during the departure service *"

  Yes

  No

  N/A

Additional Notes

• Total Percentage and additional comments