Title Page

  • Department Audited

  • Conducted on

  • Prepared by

  • Lady or Gentleman Audited

Standards

  • Telephone conversation is calm and clear

  • 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 and/or demonstrates anticipatory service

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

  • Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtain effective and prompt assistance

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

  • All interactions are closed politely and appropriately

  • 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

  • Staff does not decline any request without offering appropriate alternatives

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

  • Requested items delivered to the room are elegantly presented

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

  • Folded items are returned with luxurious presentation

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

  • The service meets the guest's needs and any items provided are high quality

  • The service is handled without excessive delays or interruptions

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

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.