BVP Bell Stand Service Audits

• Conducted on

  Date

• Prepared by

• Location
  Address

Bell stand Arrival

• Did the team member greet the guest with a smile using their last name, if known?

  Yes

  No

  N/A

• Did the team member escort the guest to the room or provide a rooming service when the luggage was delivered?

  Yes

  No

  N/A

• Did the team member ascertain the guests name and use it atleast once during the conversation?

  Yes

  No

  N/A

• Did the team member recognize Honors members and communicate sincere appreciation for their loyalty?

  Yes

  No

  N/A

• Did the team member maintain eye contact during the conversation and use positive body language and gestures?

  Yes

  No

  N/A

• Did the team member positively engage with children?

  Yes

  No

  N/A

• Did the team member point out F&B outlets explaining operational hours either when passing or explaining directions in the room?

  Yes

  No

  N/A

• Did the team member point out fitness center facilities?

  Yes

  No

  N/A

• Did team member point out pool operation hours?

  Yes

  No

  N/A

• Did team member point out theme park transportation hours?

  Yes

  No

  N/A

• If guest is here on business, did team member point out where convention center was located?

  Yes

  No

  N/A

At the Room

• Did team member arrive at guest room within 10 min of check in?

  Yes

  No

  N/A

• Did team member knock lightly on the door and announce his/her department?

  Yes

  No

  N/A

• Did team member greet guest politely with a smile and maintain eye contact?

  Yes

  No

  N/A

• Did team member place luggage on luggage rack or bench?

  Yes

  No

  N/A

• Did the team member demonstrate hotel knowledge by promptly answering questions and providing accurate information?

  Yes

  No

  N/A

• Did the team member quickly address all guest requests in a friendly, helpful manner and provide a positive, timely response?

  Yes

  No

  N/A

• Did the team member offer the option of a room orientation?

  Yes

  No

  N/A

• If yes, Did team member point out master switches?

  Yes

  No

  N/A

• If yes, Did team member point out laundry services?

  Yes

  No

  N/A

• If yes, Did team member point out location of hair dryer?

  Yes

  No

  N/A

• If yes, Did team member point out location of refrigerator?

  Yes

  No

  N/A

• If yes, Did team member point out room safe and instructions to use?

  Yes

  No

  N/A

• If yes, Did team member point out wifi?

  Yes

  No

  N/A

• If yes, Did team member point out heating/air-conditioning controls?

  Yes

  No

  N/A

• Did the team member offer ice service?

  Yes

  No

  N/A

• Did the team member offer any additional assistance?

  Yes

  No

  N/A

Bell Stand Departure

• Did the team member collect luggage from the room within 10 min?

  Yes

  No

  N/A

• Did the team member knock lightly on the door and announce his/her department?

  Yes

  No

  N/A

• Did the team member greet the guest politely with a smile, using the guest last name if known?

  Yes

  No

  N/A

• Did the team member maintain eye contact during conversation and use positive body language and gestures?

  Yes

  No

  N/A

• Did team member enquire about the guests departure arrangements and assist accordingly?

  Yes

  No

  N/A

• Did the team member recognize Honors members and communicate sincere appreciation for their loyalty?

  Yes

  No

  N/A

• Did the team member thank the guest and wish them a safe journey?

  Yes

  No

  N/A

Bell Expeditor

• Did the team member answer the phone within 3 rings?

  Yes

  No

  N/A

• Did the team member answer the phone with the appropriate greeting and identify the department and his/her name?

  Yes

  No

  N/A

• Did the team member use the guest's name once during the conversation?

  Yes

  No

  N/A

• Did the team member advise on estimated collection time?

  Yes

  No

  N/A

• If there is a delay in luggage collection, did the team member inform the guest of the delay and collection time?

  Yes

  No

  N/A