Departure Service (Forbes 2024)

• Location Audited

• Conducted on

  Date

• Lady or Gentleman Audited

• Auditor

Courtesy and Manners

• Staff politely acknowledges the guest when appropriate and reasonably possible.

  Yes

  No

  N/A

• Staff is highly articulate and avoids slang and excessive use of phrase-fragments.

  Yes

  No

  N/A

• Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction.

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression.

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest.

  Yes

  No

  N/A

• Staff closes interactions with polite, appropriate remarks.

  Yes

  No

  N/A

• If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous.

  Yes

  No

  N/A

• Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark.

  Yes

  No

  N/A

Efficiency

• Bellman arrives within 8 minutes of departure assistance request; or within 5 minutes of pre-arranged luggage pick-up time.

  Yes

  No

  N/A

• Time spent setting the folio does not exceed 5 minutes.

  Yes

  No

  N/A

• If an emailed folio is requested or automatically received, it is delivered within one hour.

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions.

  Yes

  No

  N/A

Graciousness, Thoughtfulness, & Sense of Personalized Service

• Staff exhibits a genuine sense of interest and concern for the guest.

  Yes

  No

  N/A

• Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful.

  Yes

  No

  N/A

• Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known.

  Yes

  No

  N/A

• Channels of communication among staff are consistent and complete — one does not have to fully repeat themselves and requests are conveyed to the appropriate staff.

  Yes

  No

  N/A

• Staff does not decline any request without offering alternatives.

  Yes

  No

  N/A

• Staff proactively inquired about transportation needs.

  Yes

  No

  N/A

• If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology.

  Yes

  No

  N/A

Guest Comfort and Convenience

• Telephone conversation is calm and clear.

  Yes

  No

  N/A

• Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it from the room.

  Yes

  No

  N/A

• The guest is invited to review their folio, either digitally or printed, prior to processing.

  Yes

  No

  N/A

• If a printed folio is provided, a folder or envelope is offered.

  Yes

  No

  N/A

• There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges.

  Yes

  No

  N/A

Technical Execution, Skill, & Knowledge

• Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance. Jim

  Yes

  No

  N/A

• The final folio is accurate and easy to read.

  Yes

  No

  N/A

Staff Appearance

• All staff encountered are wearing clean and well-fitted uniforms.

  Yes

  No

  N/A

• Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene.

  Yes

  No

  N/A

• Staff maintains alert posture and behaves professionally in view of the guest.

  Yes

  No

  N/A

Facilities

• Efforts are made to reduce paper during the departure.

  Yes

  No

  N/A