TAG: Hotel arrival & check-in excellence checks

  • Site conducted

  • Conducted on

  • Prepared by

  • Location
  • Manager on duty

1. Exterior & arrival experience

  • Was the hotel entrance clean, maintained and free of litter?

  • Was the hotel signage clear, well-lit and welcoming?

  • Was the driveway and parking area clean and well marked?

  • Was there a member of staff present and welcoming at the reception area?

  • Was the member of staff well presented, smiley and polite?

2. Entrance & first impressions

  • Was the reception spotless, well-lit and inviting?

  • Were the floors, walls, furniture and décor clean and in top condition?

  • Were the fundamentals all correct (temp, scent, lighting, music)?

  • Was the reception desk organised and free of clutter?

  • Any guest seating neatly arranged and clean?

  • Fresh flowers, decorations and branding properly placed?

  • Any promotional material in good condition and up to date?

3. Front desk & staff presentation

  • Were all members of staff in full uniform and well groomed?

  • Were all staff pro actively greeting guests, making eye contact and being attentive?

  • Sufficient staffing levels for the check in volume?

  • Were phones being answered promptly and professionally?

  • Computers, card machines and payment terminals all functioning?

4. Check in efficiency & guest experience

  • Were all guests acknowledged within 30 seconds of arrival?

  • Was the welcome warm and smiley?

  • Was the reservation found with ease?

  • Were any special requests and room preferences confirmed without the guests needing to ask?

  • Housekeeping confirmed that all arriving rooms are clean and tidy?

  • Was the wait time for check in minimal (under 5 mins)?

  • Guests informed about available services (restaurant, WIFI, breakfast)?

  • Did staff pro actively offer assistance with luggage and directions to the room?

5. Tech & operational readiness

  • Was the reservation system up to date with real-time availability?

  • All payment terminals working correctly?

  • WIFI in the reception area working and reliable?

  • All room keys available and in good condition?

6. Guest excellence

  • Ask a member of staff if they feel empowered to handle complaints and offer solutions immediately?

  • Did you witness any issues being handled correctly?

  • Was any guest feedback collected to help improve the experience?

  • Were escalation protocols for dissatisfied customers known?

7. End of shift review

  • Were all check-in issues resolved?

  • Staff shift hand over happen and include unresolved requests and special instructions?

  • Any maintenance or housekeeping issues reported and logged?

  • Daily check-in performance reviewed and areas for improvement noted?

8. Any other comments

  • Write a summary of any other notable comments

  • Read through checks with duty manager and sign

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.