Front Desk Services Audit Check list for Check-in process
Staff well groomed, uniformed, name tag was present.
Staff did not eat, drink, smoke or chew gum.
Staff maintained focus on guest, was not distracted.
All Guests are acknowledged with eye contact and smile within 10 feet, even if the guest waiting in line.
Guest are not waiting in line for no longer than 5 to 8 minutes.
Front office team where staffed adequately and also as per the demand.
Staff spoke first and greeted the guests with an simile, welcoming comment within 5 feet.
Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest.
Registered guests were not asked for duplicate information.
Guest was discreetly asked how they would like to settle their account after their personal information was confirmed.
Details were verified including dates of visit, rate, room type, bed type, smoking preference, email address and billing method.
All special requests, relevant procedures were explained either on registration form or verbally.
Guest correspondence / messages / parcels were discreetly conveyed to the guest.
Staff are engaging guests in conversation during the check-in procedure.
Check-in of the guest shown on the Property Management system (PMS)
Credit card pre-authorization done and cards returned back to the guest.
Key card in the jacket was presented, floor level was indicated, and other information within the key jacket was explained to guest.
Room number was discreetly provided to guest.
Guest Registration procedure accurately completed within 5 to 8 minutes (As per hotel standard or Hotel Type).
In case room is not ready, the other options were provided and agent offered refreshment at the coffee shop and also store luggage.
Front desk agent gave directions to room, and also offered assistance with the luggage.
Staff spoke last, offered an authentic departure greeting referring to the guest’s reason for stay, and thanked the guest.
Staff did not congregate or engage in personal conversation with other staff, no horseplay.