Title Page
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Location Audited
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Conducted on
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Lady or Gentleman Audited
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Auditor
Service
Courtesy and Manners
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Staff politely acknowledges the guest when appropriate and reasonably possible.
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments.
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.
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Staff readily smiles and maintains an engaging expression.
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Staff makes eye contact and keeps focus on the guest.
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Staff closes interactions with polite, appropriate remarks.
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If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous.
Efficiency
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Guests are greeted curbside within 30 seconds of arriving.
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Time from arriving at reception area until registration is complete does not exceed 5 minutes.
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Luggage arrives within 10 minutes of registration completion.
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The service is handled without excessive delays or interruptions.
Graciousness, Thoughtfulness, & Sense of Personalized Service
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Staff exhibits a genuine sense of interest and concern for the guest.
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Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.
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Cross-departmental channels of communication among staff and consistence and complete.
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.
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Staff does not decline any request without offering appropriate alternatives.
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The guest is offered an escort to their room.
Guest Comfort and Convenience
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Luggage assistance is immediately offered curbside.
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The guest is escorted or directed to the appropriate registration area.
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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.
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Staff automatically arranged luggage in a convenient manner, using a rack or dedicated storage space.
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Orientation to the hotel is helpful, consisting of relevant details and/or personalized information.
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Staff provides helpful information about the guest room that might otherwise be overlooked or confusing.
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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.
Technical Execution, Skill, & Knowledge
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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.
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Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room.
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All details of the reservation are accurate; departure date is confirmed during registration.
Staff Appearance
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All staff encountered are wearing clean and well-fitted uniforms.
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Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.
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Staff maintains alert posture and behaves professionally in view of the guest.
Facilities
Sustainability
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Efforts are made to reduce paper during the arrive service.
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An appropriate number of key cards is offered upon arrival.
