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 <br>minute?
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2. Did complete check out take no more than 5 minutes from the time of joining the queue (exception if stay of 5 <br>nights or more)?
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3. Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, verbally advise, <br>display on screen)?
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4. Was the bill clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges <br>(e.g. charges that the guest was not made aware of)?
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5. If there were any incorrect charges on the folio, was the back-up documentation readily available and were <br>any incorrect charges quickly and discreetly removed?
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6. Did the employee clarify the method of payment and then complete the transaction in a quick and efficient <br>manner?
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7. Was a paperless check out provided, where legally available and was a copy of the bill offered via email in <br>preference to a paper bill?
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8. If the folio was offered via email was it delivered within 2 hours of check out unless advised of an expected <br>delay, and/or if the folio was printed was it offered to be neatly presented in a billfold/envelope?
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9. Did the employee offer assistance with luggage and onward transport or reconfirm any pre-arranged <br>transport?
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10. Was an electric and/or hybrid hotel car option promoted for transfers, where available?
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11. Did the employee ask at any point if the guest had enjoyed their stay?
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12. Did the employee show appreciation (e.g. thank guest) for the guest's business and was an invitation to return <br>extended to the guest prior to their departure from the hotel?
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13. Did the employee offer a sincere farewell at the end of the conversation?
