Title Page

  • Department Audited

  • Conducted on

  • Audited by

  • Name of Associate(s) Audited

Standards

  • Staff politely acknowledges the guest when appropriate and reasonably possible

  • Staff is highly articulate and avoids slang and excessive use of phrase-fragments

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

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

  • Staff exhibits a genuine sense of interest and concern for the guest**

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

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

  • Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known**

  • Staff closes interactions with polite, appropriate remarks

  • All staff encountered are wearing clean and well-fitted uniforms

  • Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

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

  • Staff does not decline any request without offering appropriate alternatives**

  • Guests are greeted curbside within 30 seconds of arriving

  • Luggage assistance is immediately offered curbside**

  • If hotel transportation service is utilized, the appearance and hospitality service skills of the staff are professional and courteous

  • The guest is escorted or directed to the appropriate registration area**

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

  • Special requests or reservations made in connection to the hotel booking are confirmed during registration or upon entering guest room

  • All details of the reservation are accurate; departure date is confirmed during registration

  • The guest is offered an escort to their room**

  • Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it**

  • Staff automatically arranges luggage in a convenient manner, using a rack or dedicated storage space**

  • Luggage arrives within 10 minutes of registration completion

  • Orientation to the hotel is helpful, consisting of relevant details and/or personalized information**

  • Staff provides helpful information about the guest room that might otherwise be overlooked or confusing**

  • If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes**

  • The service is handled without excessive delays or interruptions

  • Efforts are made to reduce paper during the arrival service*

  • An appropriate number of key cards is offered upon arrival*

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.