The departure experience is a critical part of any guest's stay at a hotel. It is the final impression that the guest will have of the property and can greatly impact their decision to return or recommend the hotel to others. To ensure a smooth and positive departure experience, the front office team should follow a service standard checklist. The service standard checklist for the front office departure experience should include tasks such as confirming the guest's departure time, preparing the final bill, arranging transportation if requested, and thanking the guest for their stay. The front office team should also ensure that the guest's room is inspected and any items left behind are returned to the guest. In addition to these tasks, the front office team should also take the opportunity to ask the guest for feedback on their stay and address any concerns or complaints they may have. This can provide valuable insights for the hotel to improve the guest experience in the future. Overall, following a service standard checklist for the front office departure experience can help ensure that guests leave the hotel with a positive and lasting impression.

Service Standard Checklist – Front Office – Departure Experience

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Front Desk Standard Checklist for Guest Departure

  • Staff was present and visible at the lobby and main entrance, waiting to receive and assist 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. 
  • The guest’s name was used at least one time during the conversation. 
  • Guests were assisted in retrieving valet-parked cars or booking taxis. 
  • The Car Key Voucher was verified and returned to the guest.
  • The vehicle was returned within 10 minutes.
  • The vehicle returned with seats adjusted to their original position, with music settings left untouched, and personal property inside the vehicle undisturbed, windows were closed.
  • Luggage was loaded into the vehicle as directed and items were verified with a guest.
  • Vehicle doors were opened and closed.
  • The staff ensured that guest had directions to their next destination. Verbal and/or written directions are provided when necessary.
  • Staff did not congregate or engage in personal conversation with other staff, no horseplay.
  • The staff was well-groomed and uniformed, name tag was present.
  • Staff did not eat, drink, smoke, or chew gum. 
  • The staff member was the last one to speak (kind comment, an invitation to return, etc.) and the guest was thanked.
  • The speed of service adapted to the environment and the needs of the guest.
  • Overall Guest had a fond farewell.
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