Template

Hotel Reservations Quality Checklist

by Sebastian Armentano, from the Community

10+

This hotel reservations checklist supports consistent, high-quality call handling for hotels. Items cover timely greeting, gathering guest names and details, confirming stay purpose, offering multiple room types and rates, right-selling and storytelling, and clarifying inclusions, payment terms, and cancellation. It prompts for arrival time, preferences, and transport (including electric or hybrid options), plus assistance with other bookings and prompt confirmations with accurate details. Emotional service criteria emphasize clear communication, natural tone, confident knowledge of facilities, anticipatory and adaptable service, active listening, personalization, teamwork, and empathy during challenging interactions.

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Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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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
LQA 2023 Front of House Reservations Checklist
This LQA 2023 front-of-house reservations checklist helps hotels audit reservations calls and processes. It covers greeting and hold etiquette, caller identification, purpose of visit, room types and rates, right-selling and storytelling, rate disclosure, data capture, payment and cancellation terms, arrival timing, guest preferences, transport options, sustainability options, cross-selling, confirmation and reference details, and closing. It includes standards for confirmation timing and content, plus emotional intelligence measures such as clarity, confidence, personalization, proactive service, teamwork, active listening, and empathy to ensure a professional, efficient, and guest-centric reservation experience.
by Laura Respondek, from the Community
Downloads: 10+
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Hotel Reception Check-In Audit Checklist
This hotel reception check-in audit checklist helps front office teams evaluate and improve guest arrival experiences. It covers greeting and queue acknowledgment, reconfirming bookings and special requests, ensuring room readiness by the advertised time, and offering interim access to facilities when rooms are not ready. The checklist includes guest orientation to key hotel amenities, porterage arrangements, escorts or clear directions to rooms, and a courteous farewell. It also assesses staff presentation and name badges, clear communication, natural and friendly interactions, appropriate use of guest names, confidence and product knowledge, anticipatory service, personalization, seamless teamwork, active listening, professional posture, and empathy in challenging situations.
by Mona Sayfieva, from the Community
Downloads: 0
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Template
Reservations Experience Audit Checklist
Use this audit checklist to evaluate hotel reservations call handling and guest experience. Items cover call pickup speed and greeting, correct hotel identification, agent introduction, needs discovery, loyalty recognition and first time guest messaging, room category presentation and top-down selling, transparent rates and taxes, cancellation and no show policy, closing and recap, collection of contact details and preferences, ETA and check-in and check-out times, offers of add-on services, payment guarantee, objection handling and alternatives, confirmation and follow-up, plus professionalism, communication, and active listening.
by Mona Sayfieva, from the Community
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Template
Guest Services and Concierge Checklist
This guest services and concierge checklist helps hotel teams deliver consistent, luxury level service across calls, in person requests, room deliveries, and digital channels. It verifies prompt call answering and hold etiquette, proactive guest acknowledgment, thorough questioning to understand needs, and knowledgeable local recommendations that prioritize on property options. It covers sustainable mobility guidance, professional room delivery steps and timing, quick fulfillment of digital requests, and timely responses to pre stay emails and confirmations. Emotional service standards include grooming, clear communication, natural conversation, confident and anticipatory service, adaptability, personalized interactions, teamwork, active listening, respectful posture, and empathy in challenging moments.
by Sebastian Armentano, from the Community
Downloads: 10+
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Hotel Reservations Quality Checklist

About author

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