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.