Pride Plaza Hotel Ahmedabad - Front Office Check List - recovered

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

ENCOUNTER 1: Handling Telephones

• Telephone answered within 3 rings

  Yes

  No

  N/A

• Appropriate Greeting used by the employee

  Yes

  No

  N/A

• Caller should not be put on hold for more than 30 secs

  Yes

  No

  N/A

• Was the call connected to the correct department

  Yes

  No

  N/A

• Did the employee speak clearly, in fluent english and in pleasant manner

  Yes

  No

  N/A

• Was there any background noise

  Yes

  No

  N/A

• Was the caller informed before transferring the call

  Yes

  No

  N/A

ENCOUNTER 2: Handling Reservations

• Telephone answered within 3 rings

  Yes

  No

  N/A

• Appropriate Greeting used by the employee

  Yes

  No

  N/A

• Check in and Check out date are confirmed

  Yes

  No

  N/A

• Different room categories and information explained to the guest along with priveleges

  Yes

  No

  N/A

• Employee checks availability of rooms

  Yes

  No

  N/A

• Callers name, telephone number, fax or email address obtained during the call

  Yes

  No

  N/A

• Guest name spelling confirmed

  Yes

  No

  N/A

• Booking ascertained if direct or through a company

  Yes

  No

  N/A

• Room rate clearly stated with tax, complimentary breakfast, meals etc

  Yes

  No

  N/A

• Smoking/non smoking room option offered

  Yes

  No

  N/A

• Check in and check out timings informed to the guest

  Yes

  No

  N/A

• Mode of payment secured i.e credit card/deposit in order to guarantee the reservation

  Yes

  No

  N/A

• Transport requirement are asked for

  Yes

  No

  N/A

• Cancellation policy is explained properly

  Yes

  No

  N/A

• Were all reservation details repeated and reconfirmed before ending the call

  Yes

  No

  N/A

• Employee automatically offers to send a confirmation

  Yes

  No

  N/A

• The employee thanks the guest for calling

  Yes

  No

  N/A

• Employee uses guest name during the conversation

  Yes

  No

  N/A

• Employee is clear, pleasant, helpful and fluent in english during the call

  Yes

  No

  N/A

• Before ending the call employee offers his/her name for any future assistance

  Yes

  No

  N/A

• Courtesies/assistance offered with the baggage

  Yes

  No

  N/A

ENCOUNTER 3: 1. ARRIVAL 2. CHECK IN

• The doorman/porter is present on arrival

  Yes

  No

  N/A

• The doorman/porter is attentive towards guests and offers assistance in opening car doors and luggage

  Yes

  No

  N/A

• The employees open the entrance door for the guest

  Yes

  No

  N/A

• The employees greet the guests and welcome them in a warm and friendly manner

  Yes

  No

  N/A

• The employee offer directions to the reception desk

  Yes

  No

  N/A

• The bellboy arrives at the guest's room with the bags within 5 minutes of check in

  Yes

  No

  N/A

• The porter greets the guest in a polite and friendly manner

  Yes

  No

  N/A

• The guest's name is used atleast once during the interaction

  Yes

  No

  N/A

• The employee thanks the guest and softly close the door behind

  Yes

  No

  N/A

• Front Office employees are dressed in a clean, ironed and complete uniform

  Yes

  No

  N/A

• Employee's shoes are as per standard

  Yes

  No

  N/A

• All the employees are well groomed and wearing name badges at all times

  Yes

  No

  N/A

• Employees maintain eye contact with the guest

  Yes

  No

  N/A

• Employees smile and exhibit a friendly manner

  Yes

  No

  N/A

• Do the employees respect the guest's presence when interacting with other colleagues

  Yes

  No

  N/A

• Employees are attentive to the guest's needs at all times

  Yes

  No

  N/A

• Guest's are acknowledged at the Reception within 30 seconds of their arrival

  Yes

  No

  N/A

• Employees ascertain the guest's name and use it during the conversation

  Yes

  No

  N/A

• Guest Registration cards prepared in advance for the guest, with accurate information given at reservation stage

  Yes

  No

  N/A

• Guest is presented with a pen and folder for signatures in the Registration Card

  Yes

  No

  N/A

• Do the employees brief the guest on Food & Beverage facilities, health club/spa and other facilities

  Yes

  No

  N/A

• Receptionist arranges for assistance of a porter

  Yes

  No

  N/A

• Are all guests being escorted to the room and is orientation given on the inroom and other facilities

  Yes

  No

  N/A

• Reception desk and surrounding area is clean, tidy and clutter free

  Yes

  No

  N/A