Information
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Front Office Audit
ENCOUNTER 1: Handling Telephones
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Telephone answered within 3 rings
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Appropriate Greeting used by the employee
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Caller should not be put on hold for more than 30 secs
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Was the call connected to the correct department
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Did the employee speak clearly, in fluent english and in pleasant manner
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Was there any background noise
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Was the caller informed before transferring the call
ENCOUNTER 2: Handling Reservations
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Telephone answered within 3 rings
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Appropriate Greeting used by the employee
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Check in and Check out date are confirmed
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Different room categories and information explained to the guest along with priveleges
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Employee checks availability of rooms
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Callers name, telephone number, fax or email address obtained during the call
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Guest name spelling confirmed
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Booking ascertained if direct or through a company
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Room rate clearly stated with tax, complimentary breakfast, meals etc
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Smoking/non smoking room option offered
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Check in and check out timings informed to the guest
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Mode of payment secured i.e credit card/deposit in order to guarantee the reservation
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Transport requirement are asked for
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Cancellation policy is explained properly
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Were all reservation details repeated and reconfirmed before ending the call
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Employee automatically offers to send a confirmation
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The employee thanks the guest for calling
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Employee uses guest name during the conversation
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Employee is clear, pleasant, helpful and fluent in english during the call
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Before ending the call employee offers his/her name for any future assistance
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Courtesies/assistance offered with the baggage
Hotel Reservation Non Compliance Points
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Staff offers upgraded room type description and rate without prompting. Staff able to offer detailed product information if requested. Staff advice taxes and service charges ( if applicable)
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Staff asks for special request e.g. Non/ smoking, bed type. Requests are handled without excessive delays or interruptions
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Staff asks for arrival time. Staff offers assistance with directions/ hotel transportation
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Reservation details are repeated. Confirmation number or staff name automatically provided
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Staff uses guest surname, when available
ENCOUNTER 3: 1. ARRIVAL 2. CHECK IN
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The doorman/porter is present on arrival
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The doorman/porter is attentive towards guests and offers assistance in opening car doors and luggage
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The employees open the entrance door for the guest
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The employees greet the guests and welcome them in a warm and friendly manner
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The employee offer directions to the reception desk
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The bellboy arrives at the guest's room with the bags within 5 minutes of check in
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The porter greets the guest in a polite and friendly manner
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The guest's name is used atleast once during the interaction
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The employee thanks the guest and softly close the door behind
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Front Office employees are dressed in a clean, ironed and complete uniform
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Employee's shoes are as per standard
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All the employees are well groomed and wearing name badges at all times
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Employees maintain eye contact with the guest
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Employees smile and exhibit a friendly manner
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Do the employees respect the guest's presence when interacting with other colleagues
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Employees are attentive to the guest's needs at all times
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Guest's are acknowledged at the Reception within 30 seconds of their arrival
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Employees ascertain the guest's name and use it during the conversation
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Guest Registration cards prepared in advance for the guest, with accurate information given at reservation stage
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Guest is presented with a pen and folder for signatures in the Registration Card
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Do the employees brief the guest on Food & Beverage facilities, health club/spa and other facilities
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Receptionist arranges for assistance of a porter
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Are all guests being escorted to the room and is orientation given on the inroom and other facilities
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Reception desk and surrounding area is clean, tidy and clutter free
Hotel Arrival Non Compliance Points
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Guests are offered complimentary refreshments or other welcome amenity, and they are conveniently provided
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Reservation located within 30 seconds. Reservation form partially pre- completed correctly, with all details provided during the reservation process; the rate will be reconfirmed and the number of nights confirmed. The room number will be pointed out and for security reasons, not verbalised. Room assigned matches or exceeds request.
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Staff enquires whether guest requires assistance with departure arrangements / airport transfer
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In case Staff is different for escorting the guest to the room, staff Introduce guest to the bell person or the Staff for escorting the guest to the room
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Orientation to room is brief and helpful, is at least partly tailored to the guest's personal needs, and is not overly detailed or obvious
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Staff speaks clearly, and naturally, with appropriate and conversational phrases, Staff uses guest surname, when available
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The Bellman will proactively inquire whether the guest requires any other assistance.
Hotel Departure Non Compliance Points
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Departure from Room - Bell staff enquires whether guest has any transportation requirements prior to check- out
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Departure from Room - Bell staff is friendly / smiling & addresses guest by name. Bell staff is well groomed, uniform in good condition & no body odour
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Check Out - Acknowledged by staff immediately. Staff has a welcoming smile (upon arrival & during check-out procedure), Staff uses eye contact, Staff speaks clearly, Staff addresses guest by name at least once during check-out procedure
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Staff appears knowledgeable and confident. Staff offers further assistance before closing the conversation
Wake-Up Call Non Compliance Points
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Guest name mentioned during initial telephone greeting, or immediately thereafter Time repeated
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When wake-up calls are requested, the telephone Staffs will offer a reminder call. Telephone Staffs will also ascertain the time-lag that should be allowed before the reminder call is given.
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Taking the order for bed Tea/Coffee, offer bed Tea or Coffee.
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Staff uses guest's name.
Other Services Non Compliance Points
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Fitness Centre - Equipment is well spaced, not cramped. Equipment is functioning & in good condition. Equipment & floor under equipment is clean & dust free
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Business Centre has clear signage, Opening hours clearly indicated, When closed, sign indicates who to contact for assistance
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Printed copy of Business Centre charges is Available
