Title Page
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Conducted on
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Prepared by
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Location
Standards
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CHO. 001 - Efficiency - 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?
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CHO. 002 - Efficiency - If a queue was present was the guest offered assistance within one minute of joining it?
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CHO. 003 - Efficiency - Did complete check out take no more than 5 minutes from the time of joining the queue?
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CHO. 004 - Service - Did the employee provide an opportunity for the guest to verify charges (e.g. print folio, verbally advise, display on screen)?
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CHO. 005 - Efficiency - 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)?
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CHO. 006 - Efficiency - If there were any incorrect charges on the folio that were brought to the employee's attention, were they quickly and discreetly removed?
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CHO. 007 - Efficiency - Did the employee clarify the method of payment and then complete the transaction in a quick and efficient manner?provided by the estimated time?
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CHO. 008 - Service - Was the folio either presented to the guest neatly in a billfold/envelope or did the employee offer to email the folio?
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CHO. 009 - Service - Did the employee offer assistance with luggage and onward transport or reconfirm any pre-arranged transport?
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CHO. 010 - Service - Did the employee ask at any point if the guest had enjoyed their stay?
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CHO. 011 - Service - Did the employee show appreciation (e.g. thank guest) for the guest's business and extend an invitation to return?
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CHO. 012 - Service - Did the employee offer a sincere farewell at the end of the conversation?
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Any other comments
The Employee - Behavioural Standards
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CHO. 013 - Emotional Intelligence - Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?
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CHO. 014 - Emotional Intelligence - Was the employee’s speech clear and use of English adequate to be fully understood?
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CHO. 015 - Emotional Intelligence - Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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CHO. 016 - Emotional Intelligence - Did the employee use the guest's name naturally and discreetly without overusing it?
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CHO. 017 - Emotional Intelligence - Did the employee display a high level of confidence when carrying out his/her duties?
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CHO. 018 - Emotional Intelligence - Was the employee able to confidently answer questions about other hotel facilities or immediately find out the information required?
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CHO. 019 - Emotional Intelligence - Was service anticipatory/intuitive and where required adapted/adjusted to meet the caller's needs (i.e. caller should not have to request service at any point)?
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CHO. 020 - Emotional Intelligence - Did the employee make every effort to meet the caller's requests or offer a suitable alternative?
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CHO. 021 - Emotional Intelligence - Did an employee personalize the interaction in any way and engage the caller as an individual?
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CHO. 022 - Emotional Intelligence - Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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CHO. 023 - Emotional Intelligence - 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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CHO. 024 - Emotional Intelligence - Did employees maintain alert postures and respect the guest's presence when interacting with each other?
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CHO. 025 - Emotional Intelligence - Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
Primary Emotion
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Reception Check Out - My primary emotion was:
