Reception Service Audit

Date: Time: Reception Name: Checked By:

Sub-Area: Check in
Item # SOP Ref Cat Pass Standard Avail Notes N/A Plans & Actions By Whom Due Date
Greet the guest with a smile and warm,
continuing with (Hotel Greeting). If recognize
1 S
him/her, greet address his/her name. And
offered assistance.

The Receptionist ascertained and confirmed

2 P
with the GUEST the
GUEST’s reservation details, including length
of stay, type of
room (incl. smoking or non-
smoking), number of GUESTS, etc.

The Receptionist assisted the GUEST with

the completion of the Registration card and
3 P
draws the GUESTS’ attention to the
Conditions of Residence.

The method of payment, billing instructions

4 P
5 P
were confirmed and a copy of the GUEST’s
credit card was obtained.
The Receptionist checked if GUEST history
was available, and, if a repeat GUEST,
welcomed the GUEST back.

The Receptionist discussed the GUEST’s

6 P
current need such as room type preferred.

The GUEST was offered assistance with

7 P
luggage.
The GUEST’s name was used a
8 S minimum of 3 times during check in.

GUEST Check-in was completed

9 S within a maximum time of 5 minutes

0 0

Sub-Area: General
Item # SOP Ref Cat Pass Standard Avail Notes N/A Plans & Actions By Whom Due Date
1 S The Reception area is staffed. 5

2 S All staff well groomed, wearing clean uniforms 5

Staff maintains alert posture; no

hands in pockets, folded arms; no eating or
3 S 5
gossiping

0 15

Sub-Area: Check out

Item # SOP Ref Cat Pass Standard Avail Notes N/A Plans & Actions By Whom Due Date
Greet the guest with a smile and warm, If
1 S recognize him/her, greet address his/her 5
name. And offered assistance.

The Receptionist asked the GUEST if they

2 P enjoyed their stay and if everything was o.k. 3
during the GUEST’s stay

The GUEST was given sufficient

opportunity to check the bill to ensure that he/
she is in
agreement with the bill. Enquiries and
3 P 5
explanations were given
when requested, together with
supporting documentation.

The method of payment was

confirmed with the GUEST and the payment
was processed in
4 P 5
accordance with Hotel policy/
procedures.

GUEST account folio, supporting

documentation and payment receipt
5 P presented to the GUEST 5
in a Folder or envelope.

The GUEST was asked if they need

6 P assistance with their baggage, transportation 3
or reservations for their next visit.
 The Receptionist thanked the
GUEST for staying with the
7 P 3
Hotel, and wished them a pleasant journey.

GUEST Check-out was

completed within a maximum time of 5
8 S 3
minutes

Receptionists make eye contact

9 S and smile at every interaction 3

Guests greeted immediately with

10 S eye contact, a smile and a warm, welcoming 3
greeting at Reception

Receptionist is well spoken, polite

and clear, avoiding slang and inappropriate
11 S 5
language

Receptionist exhibits genuine

sense of interest and concern for guests'
12 S 5
satisfaction.

0 48

Total 0 63
HOTEL CHECKLIST ACTION PLAN

Ref Standard
ACTION PLAN

Plans & Actions By Whom Due Date

Status