Template

Host Phone Audit Checklist

by Peter Etheridge, from the Community

20+

Evaluate and improve how your host team handles phone calls with this practical audit checklist. Review speed to answer versus voicemail, time-of-day greeting, tone and warmth, name announcement, and professionalism. Confirm key details are captured, including caller name, number, email, and purpose, and verify timely callbacks within 24 hours. Use it for training, quality assurance, and consistent guest service across shifts.

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With SafetyCulture you can

Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

About author

Community

This community page makes available free workplace checklists and templates created by other users within the SafetyCulture community. SafetyCulture has re-published this content and where possible, has credited the original author. SafetyCulture has not verified the accuracy, reliability or suitability of any community content. You agree that your use of any of this content is in accordance with SafetyCulture’s Terms and Conditions.

Template
Service Express Inside Phone Audit
This Service Express inside phone audit template helps hotels review call handling quality for in-house calls. Assess three ring answer time, warm greeting with time of day, correct and repeated use of the guest name, knowledge of property amenities and local area, anticipation of guest needs, SPG status acknowledgment and enrollment offers, and an empathetic tone. Includes fields for auditor, date, and manager and agent signatures.
by Amani Philip, from the Community
Downloads: 10+
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Template
Service Express Outside Phone Audit Checklist
This Service Express Outside Phone Audit checklist helps hotel teams assess the quality of guest call handling. Use it to verify answer times (within three rings), adherence to a standard warm greeting, proper needs assessment and self-assistance before transferring, empathetic tone throughout, and correct transfer protocols. The checklist also includes fields for auditor name, date, and manager and agent signatures to confirm review. Apply this audit regularly to improve guest experience, consistency, and service recovery across hotel operations.
by Amani Philip, from the Community
Downloads: 10+
Get
Template
Service Express Agents Phone Audit
Use this hotel phone audit checklist to assess Service Express agents on key call handling standards. Verify prompt answer within three rings, proper greeting and use of the guest’s name, recognition of Marriott Bonvoy status, clear membership offer with benefits, empathetic tone, and effective closing. Includes notes plus manager and agent signatures for accountability.
by B. Jacob DuBois, Jr., from the Community
Downloads: 0
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Template
Host Area Quality Checklist for Restaurants
This host area quality checklist helps restaurant teams maintain a professional and efficient front of house. It covers appearance standards for hosts, proper use and charging of order tablets and pads, to-go checklist adherence, seating rotation, guest greetings and farewells, phone etiquette, and hand-off procedures. It also verifies host stand organization, merchandising displays and reordering, and appropriate decor.
by Donny Navarrete, from the Community
Downloads: 0
Get

Service Express Inside Phone Audit

This Service Express inside phone audit template helps hotels review call handling quality for in-house calls. Assess three ring answer time, warm greeting with time of day, correct and repeated use of the guest name, knowledge of property amenities and local area, anticipation of guest needs, SPG status acknowledgment and enrollment offers, and an empathetic tone. Includes fields for auditor, date, and manager and agent signatures.

by Amani Philip, from the Community

10+

Get

Template

Service Express Outside Phone Audit Checklist

This Service Express Outside Phone Audit checklist helps hotel teams assess the quality of guest call handling. Use it to verify answer times (within three rings), adherence to a standard warm greeting, proper needs assessment and self-assistance before transferring, empathetic tone throughout, and correct transfer protocols. The checklist also includes fields for auditor name, date, and manager and agent signatures to confirm review. Apply this audit regularly to improve guest experience, consistency, and service recovery across hotel operations.

by Amani Philip, from the Community

10+

Get

Template

Service Express Agents Phone Audit

Use this hotel phone audit checklist to assess Service Express agents on key call handling standards. Verify prompt answer within three rings, proper greeting and use of the guest’s name, recognition of Marriott Bonvoy status, clear membership offer with benefits, empathetic tone, and effective closing. Includes notes plus manager and agent signatures for accountability.

by B. Jacob DuBois, Jr., from the Community

Get

Template

Host Area Quality Checklist for Restaurants

This host area quality checklist helps restaurant teams maintain a professional and efficient front of house. It covers appearance standards for hosts, proper use and charging of order tablets and pads, to-go checklist adherence, seating rotation, guest greetings and farewells, phone etiquette, and hand-off procedures. It also verifies host stand organization, merchandising displays and reordering, and appropriate decor.

by Donny Navarrete, from the Community

Get

Host Phone Audit Checklist

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Service Express Inside Phone Audit

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Host Area Quality Checklist for Restaurants

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Service Express Inside Phone Audit

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