Guest Service (Forbes 2024)

• Location Audited

• Conducted on

  Date

• Lady or Gentleman Audited

• Auditor

Courtesy and Manners

• Staff politely acknowledges the guest when appropriate and reasonably possible.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

• Staff readily smiles and maintains an engaging expression.

  Yes

  No

  N/A

• Staff makes eye contact and keeps focus on the guest.

  Yes

  No

  N/A

• Staff closes the interactions with a polite, appropriate remark.

  Yes

  No

  N/A

Efficiency

• Staff responds to or confirms in-house requests within 2 hours.

  Yes

  No

  N/A

• Staff responds to or confirms pre-arrival requests within 24 hours.

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions.

  Yes

  No

  N/A

Graciousness, Thoughtfulness, & Sense of Personalized Service

• When appropriate, staff asks guiding questions to ascertain the guest’s preferences.

  Yes

  No

  N/A

• Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

Guest Comfort and Convenience

• Telephone conversation is calm and clear.

  Yes

  No

  N/A

Technical Execution, Skill, & Knowledge

• 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.

  Yes

  No

  N/A

• Staff exhibits local expertise by providing thorough detail and first-hand knowledge.

  Yes

  No

  N/A

• When appropriate, staff effectively provides directions and transportation options.

  Yes

  No

  N/A

• All non-digital collateral is professionally presented.

  Yes

  No

  N/A

Sense of Luxury

• Property offers high quality and curated experiences, itineraries, or activities.

  Yes

  No

  N/A

Staff Appearance

• Staff encountered are wearing clean and well-fitted uniforms.

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A