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.
Back Office Job Description
Duties and Responsibility
Front Office Formats
Front Office Setup
Front Office Training
Hotel Staff Job Description
Hotel Staff Training
SOP F&B Service
SOP Finance and Accounting
SOP Front Office