Hotel Arrival Checks

This hotel audit checklist can be used for internal inspections and mystery visits of luxury hotels. It covers the guest welcome and registration process, including staff attitude and emotional connection to the guest.

Hotel Arrival Checks



Service

1. Staff acknowledges the guest when appropriate and reasonably possible


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


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


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4. Staff readily smiles and maintains an engaging expression


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


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6. Staff exhibits a genuine sense of interest and concern for the guest


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7. Staff is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful


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


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9. Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance


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10. The guest's name is used naturally as a signal of recognition


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11. Staff closes interactions with polite, appropriate remarks


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


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13. All staff encountered are extremely well-groomed


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


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


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16. Guests are politely greeted curbside within 30 seconds of arriving


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17. If hotel transportation service is utilized, the appearance and hospitality skills of the staff are professional and courteous


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18. Luggage assistance is immediate at curbside and offered by the staff


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19. The guest is escorted or directed to the appropriate registration area


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20. Time from arriving at reception area until registration is complete does not exceed five minutes


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21. State how long the registration process took


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22. Special requests or bookings made prior to arrival are confirmed during registration or upon entering guest room


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23. Availability of a complimentary print and/or digital newspaper service is made known during arrival


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24. All details of the reservation are accurate; departure date is confirmed during registration


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25. The guest is offered an escort to their room


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26. Luggage service is secure, seamless and does not require the guest to identify or prompt for luggage at any time once a hotel staff member has collected it


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27. Luggage is stored conveniently


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28. Luggage arrives within 10 minutes of registration completion


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29. Orientation to the hotel is discreet and helpful, consisting of only relevant and important facts that do not overwhelm the guest


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30. Orientation to the guest room is discreet, helpful and appropriate to the location, including only facilities or services that might otherwise be overlooked or are unique


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31. If guest room is not ready beyond hotel's check-in time, staff makes thoughtful suggestions to ensure the guest's comfort while they wait, and an estimated wait time is made known and honored within 15 minutes


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32. Did the arrival process, staff or level of thoughtfulness stand out in any way?


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33. The service is handled without excessive delays or interruptions


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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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