PRACITCE BSA AUDIT

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Front Entrance / Lobby Arrival

• Is Host available for welcoming and guiding guests? Please add Hosts name.

  Yes

  No

  N/A

• Warm Welcome / Greeting Provided

  Yes

  No

  N/A

• Good posture, smile, eye contact and attentive listening maintained throughout interaction

  Yes

  No

  N/A

• Well - groomed and professional , wearing a uniform

  Yes

  No

  N/A

• Host present during peak arrival times (can be present in the lobby, front entrance. Inside or outside. N/A if engaged with another guest)

  Yes

  No

  N/A

• Leadership is available during peak times

  Yes

  No

  N/A

• The host directed the guest to the reception desk ( N/A if host is engaged with another guest)

  Yes

  No

  N/A

• Guest name is used during the experience , when known

  Yes

  No

  N/A

• Further assistance offered to guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• Arrival Experience - General exterior cleanliness ( please comment with specifics if there are issues)

  Minor

  Major

  N/A

• Arrival Experience - General exterior condition ( please comment with specifics if there are issues)

  Minor

  Major

  N/A

• Any additional comments or concerns about the Front Entrance / Lobby Arrival not covered by the audit?

  Yes

  No

  N/A

Check-In

• Please enter the Host name(s)

• Mobile check-in was evaluated

  Yes

  No

  N/A

• If standing in a queue, and attempt to acknowledge the guest was made in a timely manner

  Yes

  No

  N/A

• Warm welcome/greeting provided

  Yes

  No

  N/A

• The Host welcomed the mobile check-in guest with the appropriate language ( select n/a if check-in was conducted via standard check-in

  Yes

  No

  N/A

• Good posture, smile, eye contact and attentive listening maintained throughout interaction

  Yes

  No

  N/A

• Well - groomed and professional , wearing a uniform

  Yes

  No

  N/A

• Uniform and tag meets standard

  Yes

  No

  N/A

• Room number provided discreetly , non - verbally

  Yes

  No

  N/A

• The Host reviewed the method of payment

  Yes

  No

  N/A

• The Host handed the guest his/her keycard packet and provided directions to the elevator /guestroom

  Yes

  No

  N/A

• The Host executed payment and key delivery components for mobile check-in ( Select n/a if guest check-in was conducted via standard check-in)

  Yes

  No

  N/A

• The check-in procedure met standard for time and was error free

  Yes

  No

  N/A

• The Host was knowledgeable about property offerings and the local area, as applicable

  Yes

  No

  N/A

• Guest name used during the experience, when known

  Yes

  No

  N/A

• The Host created a personal connection

  Yes

  No

  N/A

• The Host responds to cues

  Yes

  No

  N/A

• Further assistance offered to the guest

  Yes

  No

  N/A

• Warm and sincere closing offered and appreciation demonstrated

  Yes

  No

  N/A

• The Mobile Check-in sign is present at all times

  Yes

  No

  N/A

• Botanical signature arrangement present in arrival area

  Yes

  No

  N/A

• MH Arrival scent program meets standards

  Yes

  No

  N/A

• Any additional comments or concerns about the check-in process not covered by the audit?

  Yes

  No

  N/A