Guest Experience in Communal Areas

Use this hotel inspection checklist to ensure that guests have a great experience in the hotel lobby and other communal areas, including facilities and staff attitude.

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Guest Experience in Communal Areas



Service

1. Telephone conversations are calm and clear


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2. The guest is always asked permission before being placed on hold


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3. No telephone hold longer than 30 seconds without offering call-back


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4. Staff acknowledges the guest when appropriate and reasonably possible


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5. Staff is highly articulate and avoids slang and excessive use of phrase-fragments


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6. Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction


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7. Staff readily smiles and maintains an engaging expression


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8. Staff makes eye contact and keeps focus on the guest


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9. Staff exhibits a genuine sense of interest and concern for the guest and/or demonstrates anticipatory service when appropriate and helpful


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10. Cross-departmental channels of communication among staff are consistent and complete


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11. Staff maintains alert posture and behaves professionally in view of the guest


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12. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance


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13. If known, the guest's name is used naturally as a signal of recognition


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14. Staff closes interactions with a polite, appropriate remark


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15. All staff encountered are wearing professional, clean and well-fitted uniforms


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16. All staff encountered are extremely well-groomed


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17. Staff does not decline any request without offering appropriate alternatives


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18. All services are handled without excessive delays


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19. Large groups or meetings are handled in a way that does not interfere with the guest's visit or make them uncomfortable at any point


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20. Staff uniforms are exceptional in design and style


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21. Did the property’s food and beverage experiences stand out in any way?


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Facility

1. All desks in public view are presentable and approachable, clean and in excellent condition


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2. When approaching and/or entering the property, there is a strong sense of arrival in terms of design and/or notable elements


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3. In the public space of the hotel, there are elements that combine to create this property's unique sense of place


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4. The architectural and design style of the public areas is notable in quality, interest and/or execution


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5. When present, exterior landscaping and grounds are notable in their design, interest and/or execution


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6. All connected public areas are true to the thematic elements. There are no unintentional mismatching styles of furnishings or indication that remodeling was not thorough or done in cycles


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7. The guest is comfortable when moving around the hotel or sitting in the lobby. There is sufficient privacy, space and comfortable seating


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8. If available, wireless Internet service provided in the public areas is strong and reliable


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9. The interior public areas are clean and in excellent condition


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10. The exterior public areas are clean and in excellent condition


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Checklist by GoAudits.com – Please note that this checklist is intended as an example. We do not guarantee compliance with the laws applicable to your territory or industry. You should seek professional advice to determine how this checklist should be adapted to your workplace or jurisdiction.

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