Check-in Process

Agent’s Checklist
1. The associate exuded a positive energy
throughout the interaction demonstrating
poise and grace with a smile.
2. The associate appears to be well-groomed
and professional wearing the uniform.
3. The associate demonstrated the 15’x5’ rule.
4. The associate professionally greets the
guests at check-in.
5. The associate verifies the guest’s photo ID.
6. The associate verifies guest reservations
information from the system to the guest.
7. The associate explains to the guest the rate
inclusion to the guest, the room type and the
view from the room.
8. The associate verifies the method of payment
from the guest.
9. The associate inquires about how many room
keys to be produced.
10. The associate provides direction on how to
get to the room with an outstretched arm and
upward open palm.
11. The associate asks for any further
assistance to the guest.
12. The associate bids a professional farewell.
13. The associate uses the guest’s name at
least three times throughout the interaction.
14. The associate re-introduces the guest to
the bell person for luggage assistance.
15. The associate handled all inquiries
correctly and gracefully from the guest.
Check-out Process
Agent’s Checklist
1. The associate exuded a positive energy
throughout the interaction demonstrating
poise and grace with a smile.
2. The associate appears to be well-groomed
and professional wearing the uniform.
3. The associate demonstrated the 15’x5’ rule.
4. The associate professionally greets the
guests at check-out.
5. The associate verifies the guest’s room
number.
6. The associate inquires for any stay
feedbacks from the guest.
7. The associate professionally handles the
complaints or feedbacks from the guest.
8. The associate confirms the billing details of
the room to the guest.
9. The associate asks for the return of the
keys.
10. The associate asks for the method of
payment for the settlement of the bill to the
guest.
11. The associate delivers the billing details to
the guest.
12. The associate inquires for any future
reservation arrangements from the guest.
13. The associate asks for any further
assistance to the guest.
14. The associate bids a professional farewell.
15. The associate uses the guest’s name at
least three times throughout the interaction.
Bell Service
Agent’s Checklist
1. The associate exuded a positive energy
throughout the interaction demonstrating
poise and grace with a smile.
2. The associate appears to be well-groomed
and professional wearing the uniform.
3. The associate professionally greets and
welcomes the guest to the hotel.
4. The associate introduces self to the guest.
5. The associate offers luggage assistance to
the guests.
6. The associate introduces the guest to the
check-in agent.
7. The associate handles the key card, confirms
room to be occupied is empty and that all the
amenities are complete.
8. The associate inquires about where to put
down the luggage and handles each bag
gracefully.
9. The associate explains the room amenities to
the guest.
10. The associate explains the use of key card to
supply electricity.
11. The associate explains the use and
features of the telephone to the guest.
12. The associate provides further information
to the guests.
13. The associate asks for any additional
assistance to the guest.
14. The associate bids a professional farewell.
15. The associate used the guest’s name at
least three times throughout the interaction.