Service Standard Checklist – Front Office – Arrival Experience

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

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. 
  • The guest was acknowledged with eye contact and a smile within 10 feet. 
  • A polite greeting according to the time of day, the offer of assistance, etc. was made within 5 feet.
  • If arriving by vehicle, staff approached the passenger side (if driven by a chauffeur) of the vehicle, opened doors, and greeted guests. 
  • Staff determined the name of the guest and communicated this to the front desk.
  • The guest’s name was used at least one time during the conversation.
  • Return guests were recognized and acknowledged.
  • All items were removed from the vehicle confirmed with the 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 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.
  • The staff member was the last one to speak (kind comment, offer of assistance, etc.) and the guest was thanked.
  • The speed of service was adapted to the guest’s requirements.
Spread the love

Back Office Job Description Banquet BAR Beverage Service Cashiering Chef Chef Training Cleaning Concierge Duties and Responsibility Engineering Executive Chef F&B Setup F&B Training Finance Food Service Front Desk Front Office Formats Front Office Setup Front Office Training Guest Room Guest Services Hospitality Basics Hotel Formats Hotel Security Hotel Staff Job Description Hotel Staff Training Housekeeping Formats Housekeeping Setup Housekeeping Training Kitchen Kitchen Basics Kitchen Training Maintenance Maintenance Technician Reservation Restaurant Sales SOP SOP F&B Service SOP Finance and Accounting SOP Front Office SOP Housekeeping SOP Kitchen Staff Training

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

Learn more