Front Desk Service Standard Checklist for Guest Check-out process

  • Staff well groomed, uniformed, name tag was present.

  • Staff did not eat, drink, smoke or chew gum.

  • Staff maintained focus on the 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 were staffed adequately and also as per the demand.

  • Staff spoke first and greeted the guests with a 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.

  • Billing was pre-prepared as per the billing instructions on the reservation.

  • Enquired about the stay and any issues with the stay were resolved or immediately follow up promised.

  • Staff asked if there had been any additional charges to be added to the bill eg: mini bar charges, Airport Drop etc.

  • Appropriate charges were added, and a copy of the Info-Invoice was provided for verification.

  • Method of payment was verified and processed discretely.

  • If there is any dispute on mini bar charges then as per hotel policy appropriate steps done. Eg: Allowance off the disputed charges etc.

  • Two Copies of Invoice Generated and guest signature was taken on both copies.

  • Handover one copy to guest neatly folded on an envelope.

  • Check out process was completed in less than 4 minutes.

  • Staff offered further assistance with luggage, directions, or transportation.

  • Hotel Feedback form was presented to the guest to fill-up during the check-out process.

  • Staff asked when the room would be vacated, and ensured keys remained operative.

  • Staff spoke last, offered thanks and an invitation to return.

  • Staff did not congregate or engage in personal conversation with other staff, no horseplay.

  • The overall speed of service adapted to the environment and to the needs of the guest.