Front Desk - Check In

• Audit conducted on:

  Date

• Name of Auditor

• Name of Team Member being Audited

Check In

• Team Member politely acknowledges the guest when appropriate and reasonably possible

  Yes

  No

• An authentic welcome to the property or location is offered

  Yes

  No

• Team Member introduces him/herself

  Yes

  No

• Team Member asks for your name or obtains it from bellperson

  Yes

  No

• Reservations details are confirmed such as departure date and any special requests or bookings made prior to arrival (e.g., restaurant reservations, spa bookings, tickets, etc.)

  Yes

  No

• Team Member engages in a meaningful conversation to build a connection and learn about their reason for staying and preferences.

  Yes

  No

• Returning guests and Hilton Honors members must be recognized and thanked. If no honors profile is on file, team member inquires as to whether they would like to join, or add an honors number to their reservation.

  Yes

  No

• If room is not ready a realistic timeframe of when the room will be ready must be provided. That time is honored within 15 minutes. A preferred contact method is obtained. Luggage storage is offered. And a recommendation for something to do while waiting is extended.

  Yes

  No

• Upon completing registration, the guest must be directed or escorted to the elevator or guest room. Relevant property details and amenities or features that may be of interest to the guest are to be reviewed.

  Yes

  No

• Team Member closes interaction with polite appropriate remark (thank you and a wish)

  Yes

  No

Overall

• Team Member is highly articulate and avoids slang and excessive use of phrase-fragments<br>

  Yes

  No

• Team Member is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

• Team Member readily smiles, makes eye contact and maintains an engaging expression

  Yes

  No

• Team Member exhibits a genuine sense of interest and concern for the guest asking at least one genuine sense of interest question

  Yes

  No

• Team Memeber is wearing clean and well-fitted uniforms.

  Yes

  No

• Team Member maintains alert posture and behaves professionally in view of the guest

  Yes

  No

• Team Member uses guest name an appropriate number of times (Do not say yes if only used once)

  Yes

  No

• Additional notes on Check In Experience

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

  Yes

  No

• Cross departmental channels of communication among staff members are consistent and complete

  Yes

  No

• Luggage assistance is offered or confirmed

  Yes

  No

• Time from arriving at reception area until registration is completed does not exceed five minutes

  Yes

  No