Front Desk - Group Guest Check in

• Conducted on

  Date

• Prepared by

• Location
  Address

• Team Member Observed

Steps to Check in a Group Guest

• 1. Did the Team Member welcome the Guest using the hotel name and with a smile?

  Yes

  No

  N/A

• 2. Did the Team Member thank the guest for being a Hilton Honors Member?

  Yes

  No

  N/A

• 3. Did the Team Member ask for a photo ID?

  Yes

  No

  N/A

• 4. Did the Team Member confirm reservations details?

  Yes

  No

  N/A

• 5. Did the Team Member capture credit card in EMV reader?

  Yes

  No

  N/A

• 6. Did the Team Member explain Hold?

  Yes

  No

  N/A

• 7. Did the Team Member ask about parking? If yes, did they deliver a parking pass?

  Yes

  No

  N/A

• 8. Did the Team Member confirm the Guest's phone number for Kipsu?

  Yes

  No

  N/A

• 12. Did the Team Member direct the Guest to the their room?

  Yes

  No

  N/A

• 13. Did the Team Member identify themselves by providing the guest with their name, inquire if they need anything else, invite the Guest to contact them if additional needs arise, and wish the guest a pleasant stay?

  Yes

  No

  N/A

Customer focused Service Standards

• Did the Team Member maintain eye contact and use positive body language and gestures?

  Yes

  No

  N/A

• Did the Team Member acknowledge Guests who were waiting with eye contact and indicate they will be with them shortly?

  Yes

  No

  N/A

• Did the Team Member positively acknowledge and engage with children?

  Yes

  No

  N/A

• Did the Team Member demonstrate hotel knowledge by promptly answering questions and providing accurate information?

  Yes

  No

  N/A

• If the Guest request could not immediately be accommodated, did the Team Member provide positive alternatives and a timely plan of action?

  Yes

  No

  N/A

Summary

• Did you address opportunities and coach the Team Member?

  Yes

  No

  N/A

• Please add key words on what you coached them on:

• Did you recognize the Team Member for their exceptional guest service?

  Yes

  No

  N/A

• Please add key words on what they did well:

• Additional notes