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

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