Check In

Information

• Staff Name

• Conducted on

  Date

• Audited by:

• Date & Time of CCTV Play Back Audit

  Date

• Time Taken To Check In The Guest

  5 Mins

  8 Mins

  More than 8 Mins

• (Opening Conversation)<br><br>Was the guest being acknowledged for waiting with greeting with a smile and eye contact?<br><br>" Good Morning/Good Afternoon/ Good Evening Sir/ Madam, Welcome to Crowne Plaza Changi Airport! " <br><br>" Thank you for waiting! - How can I assist you? ”<br>

  Yes

  No

• (3R - Recognize)<br><br>Was guest IHG Membership being acknowledged?<br><br>“ Mr.X / Ms.X, Thank you for being our IHG CLUB / SILVER / GOLD / PLATIUM / DIAMOND member "<br>

  Yes

  No

• If No, did the receptionist check with guest if he/she is a IHG One Rewards Member?

  Yes

  No

• Was the guest offered to enroll to into IHG One Rewards?

  Yes

  No

• Did the receptionist confirmed the number of rooms and length of stay to guest?

  Yes

  No

• Did the receptionist register all the guest into Opera?

  Yes

  No

• Did the receptionist confirm the mode of payment with guest?

  Yes

  No

• (3R - Register)<br><br>Was the IHG Platinum / Diamond member being offered their welcome amenities?

  Yes

  No

• Did the receptionist ask an anticipatory question? (What brings you to Singapore?)

  Yes

  No

• Did the receptionist offer bellman assistance and directions to the elevators?

  Yes

  No

• (Closing Conversation) (3R - Remind)<br><br>Did the receptionist thank the guest for staying with us and introduced their name to the guest?

  Yes

  No

• Did the receptionist addressed the guest by name during the interaction (At least 3 times)?

  Yes

  No

• If No, How many times did the receptionist addresses guest name?

  N/A

  1

  2

Tone, Body Language, and Guest Sentiment

• Warm tone, friendly and sincere? Did the receptionist seem genuine?

  Yes

  No

• Did the receptionist make the guest feel welcome, important and valued? Personalized?

  Yes

  No

Additional Comments

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