Front Desk Services Audit Checklist For Guest Arrival Experience
Staff was present and visible at the main entrance, waiting to receive and welcome all guests.
Guest was acknowledged with eye contact and smile within 10 feet.
A polite greeting according to the time of day, offer of assistance, etc. was made within 5 feet.
If arriving by vehicle, staff approached the passenger side (if driven by chauffeur) of the vehicle, opened doors and greeted guest.
Staff determined the name of the guest and communicated this to the front desk.
Guest name was used at least one time during the conversation.
Return guests were recognised and acknowledged.
All items were removed from the vehicle confirmed with guest and placed on a bell cart.
Assistance was offered with golf clubs, packages, directions, etc.
Staff inquired about the guest’s special requests (in case any).
Parking options (valet/self parking) were explained and instructions were provided.
Guests were directed towards a waiting bell person or towards the main entrance.
Staff did not congregate or engage in personal conversation with other staff, no horseplay.
Staff well groomed, uniformed and name tag present.
Staff did not eat, drink, smoke or chew gum.
Staff member was the last one to speak (kind comment, offer of assistance, etc.) and guest was thanked.
The speed of service was adapted to the guest requirement.