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Arrival Experience Audit for Forbes Standard

by Spencer Theriot, from the Community

10+

This arrival experience audit helps hospitality teams measure service against the Forbes Standard from curbside to check-in. It covers greeting guests within 30 seconds, bell and valet assistance, luggage handling, and seamless handoff to registration. Front desk standards include eye contact, smiles, anticipatory questions, confirming reservations and special requests, offering water or prosecco, and providing directions or escorting to rooms. The template evaluates personalization and name usage, timing of the registration process, and service recovery using the LEARN model. Operational spot checks verify guest preferences and arrival times, with areas for comments and signatures.

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Confirm accountability and compliance with a digital log

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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
Forbes Internal Audit Arrival Service Checklist
Evaluate guest arrival service against Forbes style standards. This checklist covers curbside greeting, professional communication, immediate luggage assistance, escort to registration, accurate and efficient check in within five minutes, confirmation of special requests, and secure luggage delivery to the room within 10 minutes. It includes expectations for staff appearance, posture, eye contact, personalization, anticipatory service, and cross departmental communication, plus helpful orientation to the hotel and room features. Use it to audit front office and bell services for a consistent five star arrival.
by Ana Yerzhanova, from the Community
Downloads: 10+
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Template
Forbes Arrival Service Internal Audit Checklist
Use this Forbes-based internal audit for hotel arrival service to evaluate staff professionalism and guest experience from curbside to check-in. The checklist covers greeting within 30 seconds, luggage assistance and security, communication tone and eye contact, accurate reservation confirmation, registration completed within five minutes, offers of escort to the room, timely luggage delivery, helpful orientation, and thoughtful alternatives when rooms are not ready. Designed for luxury standards and cross-department coordination.
by Evgeniya Kryukova, from the Community
Downloads: 10+
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Template
Front Desk Check-In Audit Checklist
Use this front desk check-in audit checklist to deliver a polished hotel arrival experience. It covers greeting guests, introducing yourself, confirming reservations and special requests, engaging to learn preferences, recognizing loyalty members, and setting expectations when rooms are not ready, including contact method, luggage storage, and activity recommendations. Guide guests to elevators or rooms, review key amenities, and close warmly. Reinforce service basics such as professional appearance, posture, eye contact, using the guest name, offering luggage assistance, and completing registration within five minutes.
by Samantha Jayakumar, from the Community
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Template
Hotel Arrival Quality Control Plan (Q-CP)
This Arrival Quality Control Plan (Q-CP) checklist supports hotel teams in delivering consistent, high-standard arrivals. It covers greeting guests within 30 seconds, offering immediate luggage assistance, maintaining professional communication and demeanor, active listening, eye contact, and genuine care. It emphasizes personalization using guest names appropriately, anticipatory service, cross-department coordination, and staff appearance. Operational standards include registration completion within five minutes, confirming reservations and special requests, room readiness by check-in time, offering facility access if delayed, escorting guests to rooms, and delivering luggage within 10 minutes. The checklist also guides room orientation, handling challenging interactions with empathy, offering alternatives instead of declining requests, minimizing paper at departure, and ensuring seamless, secure luggage service.
by Crisdean Porciani, from the Community
Downloads: 20+
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Arrival Experience Audit for Forbes Standard

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