Guest Service Request (Forbes 2024)

• Location Audited

• Conducted on

  Date

• Lady or Gentleman Audited

• Auditor

Courtesy and Manners

• 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

• All interactions are closed politely and appropriately.

  Yes

  No

  N/A

Efficiency

• Staff arrives to the room within 10 minutes unless advised otherwise.

  Yes

  No

  N/A

• The service is handled without excessive delays or interruptions.

  Yes

  No

  N/A

Graciousness, Thoughtfulness, & Sense of Personalized Service

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

  Yes

  No

  N/A

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

  Yes

  No

  N/A

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

  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

• The service meets the guest’s needs and any times provided are high quality.

  Yes

  No

  N/A

Staff Appearance

• All 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

Sense of Luxury

• Requested items delivered to the room are elegantly presented.

  Yes

  No

  N/A

• Folded items are returned with luxurious presentation.

  Yes

  No

  N/A

• Hanging items are nearly returned on high quality hangers, with non-slip inserts for trousers.

  Yes

  No

  N/A

Guest Comfort and Convenience

• Two-hour pressing, same-day and express laundry/dry cleaning service are available on weekdays.

  Yes

  No

  N/A

Facilities

• Any items requested for delivery to the room, including laundry/dry cleaning, are delivered in sustainable packaging.

  Yes

  No

  N/A