Door/Valet Services Arrival Phase

• Audit Title (name of person Audited)

• Conducted on

  Date

• Prepared by (person conducting Audit)

• Yes

  No

  N/A

• Instructions
  
  1. Answer "Compliant", "Non-Compliant", "N/A" for the questions below.
  2. For any Non -Compliant, Add photos and notes for the comments by clicking on the paperclip icon.
  3. Share your report by exporting as PDF, Word, Excel or Web Link.

• 

Vehicle arrives on front drive

• Valet/Doorman present as required. Attendant was present and acknowledges guests

  Yes

  No

  N/A

• Acknowledge cars in queue and direct them as appropriate.

  Compliant

  Non-Compliant

  N/A

• Doorperson opens car door within 30 seconds of vehicle stopping on drive (ladies door opened first).

  Compliant

  Non-Compliant

  N/A

• Warm Welcome provided, eye contact, smile, genuine care.

  Compliant

  Non-Compliant

  N/A

• Valet Parking/Door Attendant provides a warm welcome (Three Steps of Service)<br><br>Beyond the delivery of the universal service elements of warm welcome, employee must:<br><br>Either ask for name or get it from the luggage tag and uses it throughout the transaction<br>Greet the guest with the appropriate situational greeting e.g., (good morning, Aloha, welcome to the city)

  Compliant

  Non-Compliant

  N/A

• Good posture, smile, eye contact, and attentive listening maintained throughout the interaction

  Compliant

  Non-Compliant

  N/A

• All staff encountered are wearing professional, clean and well-fitted uniforms<br>All staff encountered are extremely well-groomed while appropriately representing the property style Refer to grooming standards<br>Staff maintains alert posture and behaves professionally in view of the guest

  Compliant

  Non-Compliant

  N/A

• Forbes Attendant takes pride in and takes care of personal appearance. Uses appropriate verbiage and is "On Stage" - "Allow me to assist you with bags".

  Compliant

  Non-Compliant

  N/A

• Forbes --Staff is highly articulate and avoids slang and excessive use of phrase-fragments (Checking In??)<br>Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Compliant

  Non-Compliant

  N/A

• Forbes -Staff exhibits a genuine sense of interest and concern for the guest<br>Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

  Compliant

  Non-Compliant

  N/A

• Guest name/ name room is requested (first & last spelled). Uses guest name.

  Compliant

  Non-Compliant

  N/A

• Enter Guest(s) Name(s)

• Doorperson's name is offered.

  Compliant

  Non-Compliant

  N/A

• Valet claim ticket given to guest with explanation of how to retrieve vehicle.

  Compliant

  Non-Compliant

  N/A

• Parking Options/Overnight parking charges are explained to the guest.

  Compliant

  Non-Compliant

  N/A

• Doorman offers luggage assistance using appropriate verbiage "allow me to assist with luggage", "certainly", my pleasure".

  Compliant

  Non-Compliant

  N/A

• Luggage assistance is immediate at curbside and offered by the staff Confirm all baggage items are unloaded from vehicle (phones, charges, etc.) & using guest's name.

  Compliant

  Non-Compliant

  N/A

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

  Compliant

  Non-Compliant

  N/A

• Forbes 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

  Compliant

  Non-Compliant

  N/A

• Welcome beverage/ fruit offered (if guest has to wait in a line) - "allow me to get you a chilled/warm beverage?".

  Compliant

  Non-Compliant

  N/A

• Guest name and physical description radioed to FOH discreetly while bell cart is retrieved. Forbes Cross-departmental channels of communication among staff are consistent and complete

  Compliant

  Non-Compliant

  N/A

• Explanation of next steps (escort to FD, check in, bellmen assist to room, etc.).

  Compliant

  Non-Compliant

  N/A

• Staff does not decline any request without offering appropriate alternative

  Compliant

  Non-Compliant

  N/A

Guest is escorted to front desk

• L&G engages in friendly, engaging conversation: Purpose of visit, Where guest is from, Weather conversation.

  Compliant

  Non-Compliant

  N/A

• Doorperson Escorts Guest and introduces guest to Front Desk Agent.

  Compliant

  Non-Compliant

  N/A

• Doorperson provides fond farewell using guest's name and their own name.

  Compliant

  Non-Compliant

  N/A

• Doorman provides extension of service "Is there any other way I may assist you?".

  Compliant

  Non-Compliant

  N/A

• Doorman looks up guest name in PMS at bell stand.

  Compliant

  Non-Compliant

  N/A

• Doorman records guests name on bell log.

  Compliant

  Non-Compliant

  N/A

• Doorman preps luggage claim ticket.

  Compliant

  Non-Compliant

  N/A

• Luggage tag hung on bell cart.

  Compliant

  Non-Compliant

  N/A

• Lower (ticket) portion of claim ticket taken back to Front Desk and discreetly slide across desk to Front Desk Agent.

  Compliant

  Non-Compliant

  N/A

• Doorman returns to drive.

  Compliant

  Non-Compliant

  N/A

• Rate Emotional Engagement with Interaction. <br> Mark N/A if interaction not completed<br>After your experience, rate your interaction:<br>• Positively engaged: positive emotional experience - Pampered, Special, Indulged, Delighted, Appreciated, Individual<br>• Neutral engagement: Respected, Understood, Content – not swayed positively or negatively<br>• Negative emotional engagement: Disinterested, Disconnected, Disappointed, Ignored, Stressed, Frustrated

  Positive Engagement

  Neutral Engagment

  Negative Engagement