Front desk Observation

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Overall interaction

• Did the associate use the 15/5 rule

  Yes

  No

  N/A

• Did the associate use the guests name 3 times

  Yes

  No

  N/A

• Did associate engage the guest and make them feel welcome

  Yes

  No

  N/A

• Associate took trash or went above and beyond or attention to detail

  Yes

  No

  N/A

Check in Process

• Opened conversation without using the words checking in

  Yes

  No

  N/A

• Provided correct time of day greeting

  Yes

  No

  N/A

• Recognized elite status if applicable

  Yes

  No

  N/A

• Checked photo Id or verified last 4 cc for mobile guest

  Yes

  No

  N/A

• Verified number of nights, room type and rate

  Yes

  No

  N/A

• Asked what brought them to Tulsa or inclined about their visit

  Yes

  No

  N/A

• Used the Navigator and asked explorative questions

  Yes

  No

  N/A

• Went over hotel amenities

  Yes

  No

  N/A

• Associate stepped around the pod and handed keys and mentioned rate was written on key packet

  Yes

  No

  N/A

• Closing was appropriate and offered further assistance

  Yes

  No

  N/A