Title Page

  • Conducted on

  • Prepared by

  • Location
  • Check-In information is correct

  • Loyalty program is addressed properly

  • Length of Check-in experience meets standard (8 min)

  • If checking into a club level room, instruction is given for club level location, key access, F&B presentations and hours of operation

  • Front Desk Agent assigns correct room type

  • Room key presentation meets standard

  • - Mark no if agent did not step around desk, required number of keys not asked

  • Guest room keys and key packets meet standards

  • Mark No if keys have room number, key do not have RC logo, keys have advertising or key packet not being used

  • Delays in check-in were not excessive

  • Room number is provided discretely, non verbally

  • Front desk agent facilitates luggage assistance and escorts to guest room

  • Front desk agent owns and resolves guest's requests and opportunities immediately

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

  • Warm welcome/greeting provided

  • Front desk agent provides a warm welcome (Three steps of service)

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

  • Front desk agent uses appropriate verbiage and shows genuine concern

  • Front desk agent does not decline a request without offering alternatives

  • Front desk agent/Club concierge is "On Stage"

  • Well groomed and professional, wearing a uniform

  • Front desk staff takes pride in and care of personal appearance

  • Front desk agent anticipates needs

  • Guest name used during the experience when known

  • Further assistance offered to the guest

  • Warm and sincere closing offered and appreciation demonstrated

  • Front desk agent enhances emotional engagement (Positive)

  • Front desk agent enhances emotional engagement (Negative)

  • Ritz-kids check-in is in place

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.