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First Impressions
Accomplishments Checklist
05226DVD01ENGE
Accomplishments Checklist
Date:____________________
Above Below
Average Average Average
Check-In
1. Check spelling. □ □ □
2. Ask for confirmation number. □ □ □
3. Check under other names. □ □ □
4. Look under other dates/no-shows . □ □ □
5. Check company or group affiliation. □ □ □
6. Determine if the guest is at the right
property. □ □ □
E. Handling non-guaranteed reservations.
a. Explain options. □ □ □
b. Make lodging arrangements once
guest decides. □ □ □
c. Offer phone to guest to inform
family/business contacts. □ □ □
d. Check for guest mail and messages. □ □ □
Service During the Stay
© Copyright 2010—American Hotel & Lodging Educational Institute vi
Above Below
Average Average Average
B. Ask the guest if there are any recent
charges. □ □ □
C. Post any outstanding charges. □ □ □
D. Present the guest folio and ask the guest
to review and verify the charges. □ □ □
E. Determine and process the method of
payment. □ □ □
F. Check for mail, messages, and faxes. □ □ □
G. Check for keys (room, safe, mini-bar). □ □ □
H. Offer additional help (transportation,
baggage, directions, etc.). □ □ □
I. Thank the guest for staying and ask him
or her to return. □ □ □
J. Update the room’s status. □ □ □
Special Situations
1. Late checkout. □ □ □
2. Express checkout. □ □ □
3. Video checkout. □ □ □
4. Self checkout. □ □ □