Service Standard Checklist – Front Office – Guest Check-Out

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Front Desk Service Standard Checklist for Guest Check-out 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 was 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.
  • Billing was pre-prepared as per the billing instructions on the reservation.
  • Enquired about the stay and any issues with the stay were resolved or immediately follow up promised.
  • Staff asked if there had been any additional charges to be added to the bill eg: mini bar charges, Airport Drop, etc.
  • Appropriate charges were added, and a copy of the Info-Invoice was provided for verification.
  • The method of payment was verified and processed discretely.
  • If there is any dispute on mini bar charges then as per hotel policy appropriate steps are taken. Eg: Allowance off the disputed charges etc.
  • Two Copies of the Invoice were Generated and the guest signature was taken on both copies.
  • Handover one copy to the guest neatly folded on an envelope.
  • Check out process was completed in less than 4 minutes.
  • Staff offered further assistance with luggage, directions, or transportation.
  • The Hotel Feedback form was presented to the guest to fill out during the check-out process.
  • Staff asked when the room would be vacated, and ensured keys remained operative.
  • Staff spoke last, offered thanks, and an invitation to return.
  • Staff did not congregate or engage in personal conversation with other staff, no horseplay.
  • The overall speed of service adapted to the environment and to the needs of the guest.

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