Title Page
-
Department Audited
-
Conducted on
-
Prepared by
-
Lady or Gentleman Audited
Standards
-
Staff politely acknowledges the guest when appropriate and reasonably possible
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
-
Staff readily smiles and maintains an engaging expression
-
Staff makes eye contact and keeps focus on the guest
-
Staff exhibits a genuine sense of interest and concern for the guest
-
Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful
-
Cross-departmental channels of communication among staff are consistent and complete
-
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
-
Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
-
Staff closes interactions with polite, appropriate remarks
-
All staff encountered are wearing clean and well-fitted uniforms
-
Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
-
Staff maintains alert posture and behaves professionally in view of the guest
-
Staff does not decline any request without offering appropriate alternatives
-
Guests are greeted curbside within 30 seconds of arriving
-
If hotel transportation service is utilized, the appearance and hospitality service skills of the staff are professional and courteous
-
Luggage assistance is immediately offered curbside
-
The guest is escorted or directed to the appropriate registration area
-
Time from arriving at reception area until registration is complete does not exceed five minutes
-
Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room
-
All details of the reservation are accurate; departure date is confirmed during registration
-
The guest is offered an escort to their room
-
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
-
Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space
-
Luggage arrives within 10 minutes of registration completion
-
Orientation to the hotel is helpful, consisting of relevant details and/or personalized information
-
Staff provides helpful information about the guest room that might otherwise be overlooked or confusing
-
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
-
The service is handled without excessive delays or interruptions
-
Efforts are made to reduce paper during the arrival service*
-
An appropriate number of key cards is offered upon arrival*
