Service Standard Checklist – Front Office – Guest Check-in

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Front Desk Services Audit Checklist for Check-in Process

  • The staff was well-groomed and uniformed, name tag was present.
  •  Staff did not eat, drink, smoke, or chew gum. 
  •  Staff maintained focus on the guest, and was not distracted.
  •  All Guests are acknowledged with eye contact and a smile within 10 feet, even if the guest waiting in line. 
  • Guests are not waiting in line for no longer than 5 to 8 minutes.
  •  The front office team where staffed adequately and also as per the demand.
  •  Staff spoke first and greeted the guests with a simile, welcoming comment within 5 feet.
  •  Staff verified the guest’s name and used it a minimum of two to three times during the interaction with the guest.
  •  Registered guests were not asked for duplicate information.
  •  The guest was discreetly asked how they would like to settle their account after their personal information was confirmed.
  •  Details were verified including dates of visit, rate, room type, bed type, smoking preference, email address, and billing method.
  •  All special requests and relevant procedures were explained either on the registration form or verbally.
  •  Guest correspondence/messages/parcels were discreetly conveyed to the guest.
  •  Staff are engaging guests in conversation during the check-in procedure.
  •  Check-in of the guest shown on the Property Management system (PMS) 
  •  Credit card pre-authorization was done and cards were returned to the guest.
  •  The key card in the jacket was presented, the floor level was indicated, and other information within the key jacket was explained to the guest.
  •  Room number was discreetly provided to guests.
  •  Guest Registration procedure accurately completed within 5 to 8 minutes (As per hotel standard or Hotel Type).
  • In case the room was not ready, other options were provided and the agent offered refreshments at the coffee shop and also stored luggage.
  •  The front desk agent gave directions to the room and also offered assistance with the luggage.
  •  Staff spoke last, offered an authentic departure greeting referring to the guest’s reason for staying, and thanked the guest.
  •  Staff did not congregate or engage in personal conversation with other staff, no horseplay.

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