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.