Title Page

  • Department Audited

  • Conducted on

  • Audited by

  • Name of Associate(s) Audited

Standards

  • Telephone conversation is calm and clear

  • The guest is always asked permission before being placed on hold

  • No telephone hold is longer than 30 seconds without offering a call-back

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

  • Staff leads the conversation and is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful

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

  • Staff closes interactions with polite, appropriate remarks

  • Staff can readily describe the various physical elements in the guest room

  • Staff can describe hotel facilities and procedures with clarity

  • Staff can effectively provide directions and/or transportation options and their associated costs

  • At some point prior to the guest's stay, they are offered assistance with hotel services such as transportation service, dinner or spa reservations

  • When making a booking, staff provides a choice of room types and rates

  • When making a booking, staff clearly explains the deposit and cancellation policies and any penalty charges, if a method of payment is secured

  • When making a booking, details of the booking are repeated for confirmation

  • When making a booking, a confirmation number is offered

  • Hotel booking confirmation is received within two hours of the call

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

  • The service is handled without excessive delays or interruptions

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.