Title Page
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Audit Date & Time
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Conducted by
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Location
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Lady or Gentleman audited
Standards
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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 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 are consistent and complete
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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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* Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
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Staff closes interactions with polite, appropriate remarks
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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
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* Staff does not decline any request without offering appropriate alternatives
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Guests are greeted curbside within 30 seconds of arriving
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If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
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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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Time from arriving at reception area until registration is complete does not exceed five minutes
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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
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* The guest is offered an escort to their room
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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 arranges luggage in a convenient manner, using a rack or dedicated storage space
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Luggage arrives within 10 minutes of registration completion
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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
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The service is handled without excessive delays or interruptions
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Efforts are made to reduce paper during the arrival service
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An appropriate number of key cards is offered upon arrival
