Title Page
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Audit Title
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Who is the Front Desk Agent you are auditing?
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Who is the Front Desk Agent you are auditing?
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Who is the Front Desk Agent you are auditing?
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Date & Time?
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Agent met image standard (clean attire, well groomed, positive non-verbal communication, maintains eye contact) and followed the 15/5 rule with a warm greeting
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Agent used guest name 3 times during interaction
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Agent was knowledgeable about property offerings and the local area
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Agent anticipated the guest needs and made a personal connection
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Agent provoked guest to discover something new (weekend/weekday events such as speedstreet, alive after 5, etc..)
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Agent acknowledged SPG status and preferences<br>• If guest wasn’t a member, did agent offer enrollment?
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Agent asked guest if they would like to upgrade their room for the duration of their stay
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Agent verified the rate, number of nights, email address, and room/bed type
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Agent reminded guest to use keys for elevator and garage
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Agent walked around desk, handed keys to guest, and offered further assistance
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