LH2025-AUDIT CHECKLIST - RECEPTION CHECK OUT - Experience

1. Was the guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?

2. If a queue was present was the guest offered assistance within one<br>minute of joining it?

3. Did complete check out take no more than 5 minutes from the time of joining the queue?

4. Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, verbally advise, display on screen)?

5. Was the bill clearly itemized, grammatically correct, accurate, complete and free of any unexpected charges (e.g. charges that the guest was not made aware of)?

6. If there were any incorrect charges on the folio that were brought to the employee's attention, were they quickly and discreetly removed?

7. Did the employee clarify the method of payment and then complete the transaction in a quick and efficient manner?

8. Was the folio either presented to the guest neatly in a billfold/envelope or did the employee offer to email the folio?

9. Did the employee offer assistance with luggage and onward transport or reconfirm any pre-arranged transport?

10. Did the employee ask at any point if the guest had enjoyed their stay?

11.Did the employee show appreciation (e.g. thank guest) for the guest's business and extend an invitation to return?

12. Were employees well- groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?

13. Did the employee offer a sincere farewell at the end of the conversation?

14. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

15. Did the employee use the guest's name naturally and discreetly without overusing it?

16. Did the employee display a high level of confidence when carrying out his/her duties?

17. Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?

18. Was service anticipatory/intuitive and where required adapted/adjusted to meet the guest's needs (i.e. guest should not have to request service at any point)?

19. Did the employee make every effort to meet the guest's requests or offer a suitable alternative?

20. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

21. Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?