Title Page
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Conducted on
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Prepared by
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Location
Service Standard
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Front Desk is on duty or a “special services” number is available for guest use 24/7.
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Front Desk opens 24 hours.
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Front Desk´s check out set at time 5 minutes.
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Room Check out time is at 12.00 pm
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Express check out designated area is available from 09.00 am to 13.00 pm.
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All team members’ smiles.
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All team members are dressed according to the uniform and grooming standards.
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All team members’ name tags are clearly visible.
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All team members introduce him/herself to the guest by name.
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All team members address guests by their last name.
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All team members are familiar with the information you provide to guests.
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All team members anticipate the needs of guests.
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All team members exhibit a professional vocabulary that is devoid of common slang.
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All team members consistently maintain eye contact with guest
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All team members are graciously provided directions or offered assistance via escort on request
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All team members associates fulfill guest´s special requests
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All team members demonstrate appropriate behavior.
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All team members demonstrate appropriate hygiene.
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There is evidence that all associates are empowered by management to resolve guest issues immediately.
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All phone calls are answered within three rings.
Operating Sequence
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Front Desk´s attendant provides a warm and sincere greeting, recognizes guest appropriately….”Good morning/afternoon Sir/Madam. How may I be of assistance today?”
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Front Desk´s attendant addresses guest by name during the initial greeting and as appropriate thereafter….”May I have your name and room number for reference please?”
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Front Desk´s attendant offers guest the late check-out option (paid)….”Late check out is available in your room at an extra cost. Would you like to use this service?”
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Front Desk´s attendant acknowledges (with warm and welcoming greeting) guest waiting in line….” I will be my pleasure to serve you shortly”
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Front Desk attendant inquires about guest stay….”How was your stay with us?
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Front Desk´s attendant exhibits a sincere desire and compliance to all guest requests.
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Front Desk´s attendant provides a copy of bill for review in guest´s hand….”Would you like to review your bill before settling with us?”
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Front Desk´s attendant confirms payment method….”Will you be using cash or credit card to settle your bill today?”
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Front Desk´s attendant expresses a warm and sincere thank you for staying at the property….”It was certainly our pleasure being of service to you”
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Front Desk´s attendant sincerely encourages guest to return….” We do hope to see you again very soon”
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Front Desk´s attendant anticipates guest´s needs or offers a personalized recommendation.
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Front Desk´s attendant anticipates provides a warm and sincere closing.
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Front Desk´s attendant address guest by name during closing.
