Departure Experience Audit

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Departure Porter Standard

Porter Departure Standard

• Was the telephone answered within 3 rings or 10 seconds with an<br>appropriate greeting?

  Yes

  No

  N/A

• Was luggage collected from the room within 8 minutes of request for an urban hotel and 15 minutes for a resort hotel or within 5 minutes of pre-requested time?

  Yes

  No

  N/A

• If there is a delay in luggage collection was the guest informed of the delay and given an estimated new collection time?

  Yes

  No

  N/A

• <br>Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?

  Yes

  No

  N/A

• Did the employee offer to retrieve the guest's car or arrange<br>onward transportation?

  Yes

  No

  N/A

• Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?

  Yes

  No

  N/A

• Was the luggage service organized and seamless with the guest not having to identify or prompt for his/her baggage at any time?

  Yes

  No

  N/A

• Did the employee pack the guest's luggage into the transport and confirm the number of luggage pieces at the point of departure?

  Yes

  No

  N/A

• Did the employee offer car door assistance?

  Yes

  No

  N/A

• Did the employee offer a sincere farewell at the end of the conversation and show appreciation?

  Yes

  No

  N/A

Employee Behavioural Standard

• Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

  Yes

  No

  N/A

• Was the employee’s speech clear and use of English adequate to be fully understood?

  Yes

  No

  N/A

• Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

  Yes

  No

  N/A

• Did the employee use the guest's name naturally and discreetly without overusing it?

  Yes

  No

  N/A

• Did the employee display a high level of confidence when carrying out his/her duties?

  Yes

  No

  N/A

• Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

  Yes

  No

  N/A

• Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

  Yes

  No

  N/A

• Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

  Yes

  No

  N/A

• Did an employee personalize the interaction in any way and engage the guest as an individual?

  Yes

  No

  N/A

• Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

  Yes

  No

  N/A

• Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?

  Yes

  No

  N/A

• Did employees maintain alert postures and respect the guest's presence when interacting with each other?

  Yes

  No

  N/A

• Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

  Yes

  No

  N/A