Title Page
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Site conducted
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Conducted on
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Guest Experience Manager
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Location
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Receptionist Name
Colleagues Audit Checklist
CHECK IN - STANDARDS:
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Receptionist is well-groomed, wearing clean, well ironed uniform and name tag
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Receptionist established eye contact, acknowledged and assisted the Guest within 1 minute of joining the queue or approaching the desk
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Receptionist requested and obtained all necessary documents from the Guest at check in and returned all back after scanning
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Complete Check in process took not more than 5 minutes from the time of joining the queue
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The unit was ready to check in by 3 PM advertised check in time
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Receptionist used the Guest's name naturally and discreetly without overusing it
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Receptionist actively listened to the Guest`s request avoiding any interruptions and reapted the request back
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Receptionist displayed high level of confidence and was knowledgeable when answering Guest's questions
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After check in completed the Receptionist expained the directions to the elevators and allocated unit
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Receptionist offered further assistance to the Guest and bidded warm farewell
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Entire Check in process was seemless and well organized
CHECK OUT - STANDARDS:
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Receptionist is well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?
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Receptionist offered the Guest help immediately or if a queue was present he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
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If a queue was present was the Guest offered assistance within one minute of joining it?
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Did complete check out take no more than 5 minutes from the time of joining the queue?
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Did the colleague actively listen and maintain eye contact, giving the Guest their undivided attention (i.e., the Guest should not have to repeat themselves)?
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was the check out process done seamlessly and unit keys collected accordingly
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Did the colleague ask at any point if the Guest had enjoyed their stay?
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Did the colleague offer a sincere farewell at the end of the interaction?