Front Desk Service Standard Checklist for Guest Check-out process
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Staff well groomed, uniformed, name tag was present.
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Staff did not eat, drink, smoke or chew gum.
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Staff maintained focus on the guest, was not distracted.
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All Guests are acknowledged with eye contact and smile within 10 feet, even if the guest waiting in line.
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Guest are not waiting in line for no longer than 5 to 8 minutes.
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Front office team were staffed adequately and also as per the demand.
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Staff spoke first and greeted the guests with a simile, welcoming comment within 5 feet.
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Staff verified the guest's name and used it a minimum of two to three times during the interaction with the guest.
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Billing was pre-prepared as per the billing instructions on the reservation.
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Enquired about the stay and any issues with the stay were resolved or immediately follow up promised.
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Staff asked if there had been any additional charges to be added to the bill eg: mini bar charges, Airport Drop etc.
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Appropriate charges were added, and a copy of the Info-Invoice was provided for verification.
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Method of payment was verified and processed discretely.
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If there is any dispute on mini bar charges then as per hotel policy appropriate steps done. Eg: Allowance off the disputed charges etc.
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Two Copies of Invoice Generated and guest signature was taken on both copies.
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Handover one copy to guest neatly folded on an envelope.
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Check out process was completed in less than 4 minutes.
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Staff offered further assistance with luggage, directions, or transportation.
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Hotel Feedback form was presented to the guest to fill-up during the check-out process.
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Staff asked when the room would be vacated, and ensured keys remained operative.
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Staff spoke last, offered thanks and an invitation to return.
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Staff did not congregate or engage in personal conversation with other staff, no horseplay.
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The overall speed of service adapted to the environment and to the needs of the guest.