Title Page
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Conducted on
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Prepared by
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Location
ARRIVAL - DOORMAN - STANDARDS:
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Was a porter/doorman present on arrival and if he was busy did he positively acknowledge the guest with hand or facial gesture?
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Did the employee offer assistance opening car doors on arrival?
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Did the employee welcome the guest to the hotel using the hotel name?
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Did the employee offer assistance with luggage and confirm the number of pieces ?
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Did the employee open hotel entrance door for the guest (unless automated or revolving door)?
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If arrival by car, did the employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket?
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Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. microphone/headpiece) to pass on the guest's name?
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Was the guest's luggage not left unattended in public areas at any time, once in the care of an employee?
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If not, did the employee offer directions to the reception desk?
ARRIVAL - PORTER - FUNCTIONAL STANDARDS:
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Was the correct luggage either present in the room on arrival or delivered within 10 minutes of the guest's arrival to the room for an urban hotel and 15 minutes for a resort hotel?
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Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before entering the room?
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Did the employee offer to place the luggage on to the luggage rack/bench in the correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?
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Did the employee offer to hang the guest's coat (if applicable) and suit carrier?
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In the case of a first time guest, did the employee (receptionist, porter, butler) offer (i.e. not automatically provide) the option of a brief orientation to the room by pointing out a minimum of two unique/relevant features (e.g. location of safe if hidden, complex technical features, etc.)?
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Did the employee (receptionist or porter) offer a specific service before departing (e.g. pressing, coffee/tea, etc.)?
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In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?
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Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
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Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?
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Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
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Did the employee adapt to a changing situation and/or guest's need ?
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Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
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Did an employee personalize the interaction in any way and engage the guest as an individual?
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Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
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Did employees maintain alert postures and respect the guest's presence when interacting with each other?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
