This AUART 2024 guest service audit checklist helps hospitality teams assess service standards across key touchpoints. It covers clarity and tone of communication, guest acknowledgment, eye contact and engagement, guiding questions, anticipatory service, and cross-department communication. Criteria include staff knowledge of hotel services, personalized interactions, courteous closings, uniform cleanliness and fit, professional appearance and posture, and response times for in-house and pre-arrival requests. It also evaluates local expertise, wayfinding and transport guidance, quality of curated experiences, presentation of collateral, offering alternatives when declining requests, and minimizing delays during service delivery.
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