GE&QM_Colleagues Audit Checklist Reception Check in/Check out

• Site conducted

  Select

• Conducted on

  Date

• Guest Experience Manager

• Location
  Address

• Receptionist Name

CHECK IN - STANDARDS:

• Receptionist is well-groomed, wearing clean, well ironed uniform and name tag

  Good

  Fair

  Poor

  N/A

• Receptionist established eye contact, acknowledged and assisted the Guest within 1 minute of joining the queue or approaching the desk

  Yes

  No

  N/A

• Receptionist requested and obtained all necessary documents from the Guest at check in and returned all back after scanning

  Yes

  No

  N/A

• Complete Check in process took not more than 5 minutes from the time of joining the queue

  Yes

  No

  N/A

• The unit was ready to check in by 3 PM advertised check in time

  Yes

  No

  N/A

• Receptionist used the Guest's name naturally and discreetly without overusing it

  Yes

  No

  N/A

• Receptionist actively listened to the Guest`s request avoiding any interruptions and reapted the request back

  Yes

  No

  N/A

• Receptionist displayed high level of confidence and was knowledgeable when answering Guest's questions

  Yes

  No

  N/A

• After check in completed the Receptionist expained the directions to the elevators and allocated unit

  Yes

  No

  N/A

• Receptionist offered further assistance to the Guest and bidded warm farewell

  Yes

  No

  N/A

• Entire Check in process was seemless and well organized

  Yes

  No

  N/A

• Overall Check-in Experience

CHECK OUT - STANDARDS:

• Receptionist is well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

  Good

  Fair

  Poor

  N/A

• 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?

  Yes

  No

  N/A

• If a queue was present was the Guest offered assistance within one minute of joining it?

  Yes

  No

  N/A

• Did complete check out take no more than 5 minutes from the time of joining the queue?

  Yes

  No

  N/A

• 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)?

  Yes

  No

  N/A

• was the check out process done seamlessly and unit keys collected accordingly

  Yes

  No

  N/A

• Did the colleague ask at any point if the Guest had enjoyed their stay?

  Yes

  No

  N/A

• Did the colleague offer a sincere farewell at the end of the interaction?

  Yes

  No

  N/A

• Overall Check-out Experience