Title Page

  • Department Audited

  • Conducted on

  • Audited by

  • Name of Associate(s) Audited

Standards

  • Telephone conversation is calm and clear

  • 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

  • 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

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

  • 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

  • Staff does not decline any request without offering appropriate alternatives

  • Bellman arrives within eight minutes of departure assistance request; or within five minutes of pre-arranged luggage pick-up time

  • Time spent settling the folio does not exceed five minutes

  • 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

  • Staff accepting payment specifically thanks the guest and closes the interaction with a polite and appropriate remark

  • Staff proactively inquires about transportation needs

  • The guest is invited to review their folio, either digitally or printed, prior to processing

  • If a printed folio is provided, a folder or envelope is offered

  • If an emailed folio is requested or automatically received, it is delivered within one hour

  • The final folio is accurate and easy to read

  • If applicable, posting/charge errors called to the attention of the staff are quickly and discreetly rectified with words of apology

  • There will be no unexpected charges posted to the folio; guests must have been advised in some obvious manner of all charges

  • The service is handled without excessive delays or interruptions

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

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.