Front Desk Arrival Audit

• Conducted By

• Conducted on

  Date

• Prepared by

Arrival

• Enter associate name

• The associate followed the 15/5 rule

  Yes

  No

  N/A

• If standing in a queue, the staff made an attempt to acknowledge the guest in a timely manner

  Yes

  No

  N/A

• Front Desk associate confirms guest requests sent via Virtual Concierge

  Yes

  No

  N/A

• The guest received all Virtual Concierge requests upon reaching the guestroom

  Yes

  No

  N/A

• The associate reviewed the rate, method of payment, and room number discreetly

  Yes

  No

  N/A

• The associate handed the guests his/her key card packet and provided directions to the elevators or guestroom

  Yes

  No

  N/A

• The check-in procedure met the standard for time and was error free (working key, clean and vacant room, 5 minutes including queue)

  Yes

  No

  N/A

• Tahoe associate was knowledgeable about hotel offerings and the local area, as applicable (F&B, Directions, Restaurants, traffic)

  Yes

  No

  N/A

• The associate used the guest name during the interaction

  Yes

  No

  N/A

• The associate maintained good posture, eye contact and smiled throughout the interaction

  Yes

  No

  N/A

• The associate appeared well-groomed and professional, wearing the proper uniform and name tag

  Yes

  No

  N/A

• The associate offered further assistance to the guest

  Yes

  No

  N/A

• The associate provided a warm and sincere closing, thanking the guest

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Compliant

  Non-Compliant

Problem Resolution

• Enter associate name

• The associate followed the 15/5 rule

  Yes

  No

  N/A

• The associates used the guest name during the the interaction, when known

  Yes

  No

  N/A

• The associate maintained good posture, eye contact and smiled throughout the interaction

  Yes

  No

  N/A

• The associate appeared well-groomed and professional, wearing the proper uniform and name tag

  Yes

  No

  N/A

• The associate applied the L.E.A.R.N. model during the resolution - Listen

  Yes

  No

  N/A

• The associate applied the L.E.A.R.N. model during the resolution - Empathize

  Yes

  No

  N/A

• The associate applied the L.E.A.R.N. model during the resolution - Apologize

  Yes

  No

  N/A

• The associate applied the L.E.A.R.N. model during the resolution - Respond and Notify

  Yes

  No

  N/A

• The associate took ownership of the problem

  Yes

  No

  N/A

• The overall experience met guest expectations and was free of negative detractors

  Compliant

  Non-Compliant