Title Page
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Site conducted
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Conducted on
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Prepared by
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Location
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1. Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged <br>with hand or facial gestures within 30 seconds of approaching the desk and offered assistance within 1 minute?
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2. If the guest was not acknowledged or offered assistance within the defined times, was an apology extended?
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3.Was a paperless check in provided, where legally available?
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4. Did complete registration process take no more than 5 minutes from the time of joining the queue for a city <br>hotel and 10 minutes for a resort property?
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5. Was the room type, special requests (e.g. bed preference, smoking preference, etc.), pre-arranged bookings and <br>departure date reconfirmed and were all details correct?
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6. Was the room ready by the advertised check in time?
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7. If the room was not ready on arrival, did the employee offer the guest access to the hotel's facilities (e.g. <br>luggage storage, restaurants, fitness center, spa, changing rooms, room charge facility, Wi-Fi, etc.) and was <br>guest advised of estimated time that the room would be ready and kept informed accordingly (e.g. via mobile, <br>in person) with the room provided by the estimated time?
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8. In the case of a first time guest, did the employee (receptionist, porter, butler) offer a brief orientation to the <br>hotel by pointing out a minimum of two key hotel facilities (e.g. location of breakfast restaurant, fitness center, <br>spa, business center, etc.)?
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9. Did the employee offer porterage assistance?
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10. Did the employee escort the guest to the room (or offer to) and if this was done by a second employee, was that <br>employee introduced to the guest?
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11. If an escort to the room was not offered or declined, did the employee provide directions to the elevators and <br>allocated room?
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12. Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
