Title Page
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Department Audited
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Conducted on
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Audited by
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Name of Associate(s) Audited
Standards
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Telephone conversation is calm and clear**
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Staff politely acknowledges the guest when appropriate and reasonably possible
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Staff is highly articulate and avoids slang and excessive use of phrase-fragments
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Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
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Staff readily smiles and maintains an engaging expression
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Staff makes eye contact and keeps focus on the guest
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Staff exhibits a genuine sense of interest and concern for the guest**
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Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful**
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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
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Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known**
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Staff closes interactions with polite, appropriate remarks
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All staff encountered are wearing clean and well-fitted uniforms
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Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
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Staff maintains alert posture and behaves professionally in view of the guest
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If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous
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Channels of communication among staff are consistent and complete - one does not have to fully repeat themselves and requests are conveyed to the appropriate staff**
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Staff does not decline any request without offering appropriate alternatives**
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Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time
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Time spent settling the folio does not exceed five minutes
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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 from the room**
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Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark
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Staff proactively inquires about transportation needs**
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The guest is invited to review their folio, either digitally or printed, prior to processing**
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If a printed folio is provided, a folder or envelope is offered**
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If an emailed folio is requested or automatically received, it is delivered within one hour
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The final folio is accurate and easy to read
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If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology**
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There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges**
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The service is handled without excessive delays or interruptions
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Efforts are made to reduce paper during the departure service*
