TAG: Hotel arrival & check-in excellence checks
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Site conducted
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Conducted on
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Prepared by
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Location
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Manager on duty
1. Exterior & arrival experience
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Was the hotel entrance clean, maintained and free of litter?
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Was the hotel signage clear, well-lit and welcoming?
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Was the driveway and parking area clean and well marked?
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Was there a member of staff present and welcoming at the reception area?
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Was the member of staff well presented, smiley and polite?
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2. Entrance & first impressions
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Was the reception spotless, well-lit and inviting?
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Were the floors, walls, furniture and décor clean and in top condition?
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Were the fundamentals all correct (temp, scent, lighting, music)?
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Was the reception desk organised and free of clutter?
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Any guest seating neatly arranged and clean?
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Fresh flowers, decorations and branding properly placed?
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Any promotional material in good condition and up to date?
3. Front desk & staff presentation
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Were all members of staff in full uniform and well groomed?
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Were all staff pro actively greeting guests, making eye contact and being attentive?
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Sufficient staffing levels for the check in volume?
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Were phones being answered promptly and professionally?
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Computers, card machines and payment terminals all functioning?
4. Check in efficiency & guest experience
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Were all guests acknowledged within 30 seconds of arrival?
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Was the welcome warm and smiley?
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Was the reservation found with ease?
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Were any special requests and room preferences confirmed without the guests needing to ask?
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Housekeeping confirmed that all arriving rooms are clean and tidy?
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Was the wait time for check in minimal (under 5 mins)?
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Guests informed about available services (restaurant, WIFI, breakfast)?
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Did staff pro actively offer assistance with luggage and directions to the room?
5. Tech & operational readiness
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Was the reservation system up to date with real-time availability?
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All payment terminals working correctly?
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WIFI in the reception area working and reliable?
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All room keys available and in good condition?
6. Guest excellence
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Ask a member of staff if they feel empowered to handle complaints and offer solutions immediately?
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Did you witness any issues being handled correctly?
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Was any guest feedback collected to help improve the experience?
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Were escalation protocols for dissatisfied customers known?
7. End of shift review
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Were all check-in issues resolved?
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Staff shift hand over happen and include unresolved requests and special instructions?
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Any maintenance or housekeeping issues reported and logged?
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Daily check-in performance reviewed and areas for improvement noted?
8. Any other comments
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Write a summary of any other notable comments
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Read through checks with duty manager and sign