LOBBY & PUBLIC AREAS AUDIT CHECKLIST - EXPERIENCE
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Auditor Name
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Conducted on
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Audited Employee Name
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Property Name
LOBBY & PUBLIC AREAS AUDIT CHECKLIST
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1. Was the telephone answered within 3 rings with an appropriate greeting?
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2. Was the laundry collected within 15 minutes for resort hotels?
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3. Did the employee knock on the door/ring the doorbell three times while announcing their department, if not answered then waited 10 seconds and repeat the process for three times, before entering the room by the master key and announcing their department whilst entering the room?
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4. In case of an encounter with an employee, was the employee respecting social distance?
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5. Were employees well- groomed and neatly presented in clean, well fitted uniforms?
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6. In case of an encounter with an employee, did the employee wear PPE if needed?
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7. Is the employee make sure that guest name, room and signature on the sheet?
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8. In sorting process and in case of damages laundry or stain is it back to the guest with a note?
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9. Did the employee engage in a friendly, natural, non-scripted manner and avoid using jargon or slang?
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10. Did the employee use the guest name appropriately during the service encounter?
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11. Did the employee actively listen and avoid interrupting?
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12. Did the employee display self-control and empathy in challenging interactions?
