Title Page
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Conducted on
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Prepared by
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Location
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Select date
Porters and welcome
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Name of porter
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Are the porters actively waiting to welcome the guests as they enter the hotel, or engaged in a guest related activity?
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Did the porter walk the guest to reception announcing them if possible to reception? If not possible did they inform the guest we will look after them shortly and offer a drink/fruit?
Check in
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Name of check in receptionist
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When the guest arrived to reception does the receptionist stand up and welcome them warmly to the Scotsman Hotel and offer them to take a seat and a macaron?
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Did the receptionist use the guest name once known and throughout the check in procedure?
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If room not ready did the receptionist offer to store the luggage for the guest?
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Did the receptionist engage in conversation regarding the guest journey, place of origin or plans for the stay?
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Did the receptionist confirm room type, length of stay, and if breakfast was included?
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If breakfast was not included in the rate did the receptionist offer to add breakfast to the room by recommendation?
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Did the receptionist offer the guest a wake up call?
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Did the receptionist explain the Complimentary Scotsman News paper and charges for any other newspaper if requested?
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If room was Pay On Arrival, Did the receptionist take full payment before checking the guest in and giving the keys?
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Did the receptionist request a card to hold on file to secure incidentals? either by confirming the card already on file for pay on arrival guests or by requesting a card for Expedia or pore paid bookings.
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Did the receptionists enquire what the guest is doing for dinner and offer to book a time for them? did they mention discount offer for sister properties in Edinburgh as well as our own offering?
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Did the receptionist mention the late check out offering and costs to the guest?
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Did the receptionist mention the wifi and pass code to the guest?
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Did the receptionist stand while giving the room key to the guest, explaining directions to the room and offering assistance with luggage?
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Did receptionist finish check in with "my name is Mary, if you require anything please do call us at reception by pressing '0' on you room phone, have a lovely stay with us"
Check Out
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Name of Check our receptionist
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Did receptionist stand when guest came to desk?
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Did receptionist ask for the guest by name and not room number to find the reservation?
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Did the receptionist us the guest name in the conversation?
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Did the receptionist ask if the guest has enjoyed their stay at the hotel?
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Did the receptionist engage in conversation relating to the guest time in Edinburgh and what they did?
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Did the receptionist engane in conversation enquiring what they guest was planning to do after leaving the hotel? Home, more travelling etc?
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Did the receptionist confirm hat accommodation was all paid for and if there were any incidentals to be settled from room charge or mini bar?
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if a cone night stay did the receptionist ask if the guest had anything from the mini bar?
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Did the receptionist offer a copy of the bill in an envelope?
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Did we offer the guest a 'see you soon' direct booking card explaining the 10% discount for direct booking?
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Did the receptionist offer to book a cab / store luggage / assist with anything for their departure?
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Did the receptionist stand up at the end of the Check out?
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Did the receptionist thank the guest for their custom, using their name and wish them a safe journey and hope to see them again at the Scotsman?
