Front Desk Services AuditAudit is a verification of accounting procedures and records. Checklist For GuestDefinition of Guest in Hospitality Industry: A guest is the most important person in any business. A... ArrivalThe time that an. guest registers into the hotel. 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.
