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Art of Hosting Service Observations

by Dilma Naves, from the Community

This Art of Hosting service observation checklist helps hotels evaluate guest service behaviors across roles such as front office, barista, housekeeping, restaurant server, lobby attendant, and valet. It includes a behavioral scoring system and criteria for voice and tone, verbiage, body language, and eye contact. The GUEST and BSA interaction items cover the 15 5 rule, using the guest name, understanding travel purpose, making a connection, responding to cues, offering assistance, and delivering a sincere farewell. LEARN items guide teams to listen, empathize, apologize, respond, and notify, with space for detailed notes and hosting extras to reinforce daily service themes.

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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
Art of Hosting Downtown
Use this Art of Hosting Downtown checklist to observe and coach hotel hosts on service excellence. Score voice, tone, words, body language, and eye contact on a 0-5 scale. Assess guest interactions across the GUEST and BSA model, from greeting by name to fond farewell. Capture hosting extras such as carrying the Brilliant Hosting Card and recalling stand up themes. Apply the LEARN steps Listen, Empathize, Apologize, Respond, Notify to resolve issues and record detailed notes for continuous improvement.
by Sarah Burrell, from the Community
Downloads: 30+
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Template
FLLSB G.U.E.S.T & BSA Touchpoints Checklist
This hotel service observation checklist supports the Art of Hosting by evaluating key guest touchpoints and behaviors. Assess voice and tone, clear language, body posture, and eye contact. Review service interactions: follow the 15/5 rule, use the guest’s name, identify purpose of travel and tailor help, make a personal connection, anticipate unspoken needs, and create memorable moments. Conclude with offers of further assistance and a warm farewell. Capture notes on Brilliant Hosting Card usage, weekly Art of Hosting themes, Hosting Move of the Day, and stand-up takeaways. Use this tool to coach teams and elevate consistent guest experiences.
by fernanda drashman, from the Community
Downloads: 10+
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Template
FLLSB L.E.A.R.N Service Recovery Model
Use this L.E.A.R.N model template to observe and coach hotel hosts on effective service recovery. Track behavioral cues such as voice, word choice, body language, and eye contact. Assess each step of Listen, Empathize, Apologize, Respond, and Notify, including sharing relevant hotel information, coordinating with departments and GuestWare, and confirming the issue is resolved. Capture notes, verify use of hosting tools, and reinforce daily themes and moves from stand up meetings.
by fernanda drashman, from the Community
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Template
Renaissance Service Audit
This document outlines the comprehensive service standards and observation guidelines for Renaissance Hotel ambassadors. It details specific protocols for guest interactions, including the WOW Service standards, RESOLVE framework, and L.E.A.R.N. service recovery method. The guide emphasizes key behavioral aspects such as voice tone, body language, and eye contact, while also covering essential service interactions like the 15/5 rule, guest name usage, and local knowledge requirements. Special attention is given to service recovery situations, with detailed steps for handling guest concerns through the L.E.A.R.N. methodology. The document serves as a complete reference for maintaining Renaissance Hotels' high service standards and ensuring consistent guest experiences across all touchpoints.
by Michael Lisonbee, from the Community
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Art of Hosting Service Observations

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Art of Hosting Downtown

FLLSB G.U.E.S.T & BSA Touchpoints Checklist

FLLSB L.E.A.R.N Service Recovery Model

Renaissance Service Audit

You might also like

Art of Hosting Downtown

FLLSB G.U.E.S.T & BSA Touchpoints Checklist

FLLSB L.E.A.R.N Service Recovery Model

Renaissance Service Audit