Service Standard Checklist – Front Office – Arrival Experience

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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.

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

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