Service Audit- Front Desk Arrival

Guest was welcomed: "Good Morning/Afternoon/Evening, Mr. Vohs, welcome to the Boca Resort, How are you today?"<br>

Host secured an ID and form of payment: "May I please have a picture ID and the credit card you would like to put on file

Host confirmed the reservation details: "We have you staying with us for three nights in a Tower Junior, departing on Saturday, the 11th. Is this accurate?"<br>Host will confirm any additional notes and/or requests on the reservation with the guest.

Host verified that the ID and credit card belong to the guest who handed them to him/her. Host also verified the name on the ID and the credit card match the name on the reservation.

Host swiped the credit card for the reservation. While thanking the guest for the items, they were handed back to the guest.

Host confirmed the HHonors number and tier was on the reservation and thanked the guest for being a loyal Hilton Honors member. OR, the Host asked the guest if they had a HHonors number they could add to the reservation. OR, the Host asked the guest for an email address so they could sign them for the HHonors program so they could start earning points for future stays and upgrades.

If the room was not ready, the Host informed the guest that they will receive a welcome text and then an additional text when the room was ready

Host confirmed and made the number of keys the guest wished to have for the room.

Host printed the guest registration card and presented the card to the guest with the departure date, rate, and resort fee circled and asked the guest to initial each area to confirm accuracy.

The Host placed an "x" by the signature, email address and cell phone lines asking the guest to provide each while explaining why: "Mr. Vohs, please sign your name and if you would be so kind as to provide us with your email address, I will get you signed up for our Hilton Honors program and set up your folio to be emailed to you and if you give us your cell phone number, we will send you a welcome text in which you can respond with whatever you may need, whenever you may need it, throughout your stay."

After the guest signs and initials where asked, the Host tore the charge cards off the registration paper and and explained what they were to the guest and where the room number is located on the card: "Mr Vohs, these are your charge cards. You use these to charge items from the gift shop, restaurant, spa, back to your room account. They are also to identify you as a guest of the resort so keep them with you throughout your stay."

Host placed the keys and charge cards in a passport and identified both to the guest as they are handed to the guest.

The Host provided the guest with a resort guide: "Here is our resort guide. Inside you will find more information about our dining, retail and activities. There is also a resort wide map {flip over the resort guide}. Here is a number you can text if you need anything, anywhere, anytime."

The Host tore the top portion of the registration card off and introduced the guest to the bellman while handing this portion of the registration card to the bellman so he is aware of the name and room number: "Mr. Vohs, this is William and he will be assisting you to your room."

For guest arriving before hotels published arrival time, provide an approximate time When the room will be ready, and offer the guest the use of chaging facilities and luggage storage!

Did host offer a Fond Farewell: "Enjoy your stay Mr. Guest Name and please let us know if there is anything else we can do for you while you are here."?<br>

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