Template

Call Center Guest Requests Checklist

by Front Office, from the Community

This hotel call center checklist helps agents manage guest requests from first ring to resolution. It covers telephone etiquette, using the guest’s name, quoting response times, and dispatching to the right department within minutes. It guides logging in systems like Mystique, GXP, and Go-Concierge, verifying receipt and completion, notifying guests of delays, and conducting courteous follow-ups. Use it to improve response times, record keeping, and overall guest satisfaction.

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With SafetyCulture you can

Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

About author

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
PBX and Call Center Rapid Response Checklist
This Ritz-Carlton Brand Standard Audit checklist helps hotel PBX and call center teams deliver prompt, professional service during guest calls. It covers answering within three rings, using proper telephone etiquette, stating your name, and setting clear expectations for resolution. Agents are guided to ask effective questions to understand guest needs, offer apologies for defects, and provide a clear time quote for response. When special requests cannot be met, staff use polite denials and offer helpful alternatives. The checklist also reinforces ownership of issues using the LEARN approach and requires the responding department to arrive within 20 minutes to resolve the request.
by Victoria Raeburn, from the Community
Downloads: 20+
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Template
Concierge Service Quality Checklist
This hotel concierge request checklist helps evaluate guest interactions and service delivery across the concierge function. It covers phone and digital response times, proper greetings, hold etiquette, clear and calm communication, use of guest names, and personalized recommendations. It assesses cross-department coordination, knowledge of hotel offerings, and the ability to provide directions and transportation options, including green mobility. Appearance and professionalism standards are included, alongside SLAs for in-house and pre-arrival requests. Use this template to audit service quality, identify training needs, and elevate guest experience.
by Crisdean Porciani, from the Community
Downloads: 10+
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Template
Room Service Order Taking Checklist
This room service order taking checklist outlines a clear service standard for hotel food and beverage teams. It covers telephone etiquette, using a warm and courteous tone, answering within three rings, and confirming guest names. The sequence guides staff to ask about party size, allergies, and dietary needs, lead recommendations, repeat the order accurately, and provide an exact delivery time. It includes passing the order to service, notifying the guest before delivery and reminding about the Do Not Disturb sign, and calling back to confirm satisfaction and handle additional requests. It instructs on logging services, tray pickup procedures, and how to communicate delays professionally to maintain guest satisfaction.
by Jonathan S. G., from the Community
Downloads: 20+
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Template
Guest Service Request Form
Capture, track, and resolve guest service requests with a simple, mobile-friendly form for hotels and hospitality teams. Record guest details, room number, request type, and priority; assign the task to the right department; and monitor response and completion times. Use the checklist prompts to uphold brand standards for communication, presentation, and professionalism, from courteous interactions to timely in-room delivery. Support common services such as laundry and pressing, housekeeping, maintenance, and amenity delivery. Standardize service recovery, personalize experiences, and keep cross-department communication clear so issues are handled without delays.
by Mette Kiers, from the Community
Downloads: 0
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PBX and Call Center Rapid Response Checklist

This Ritz-Carlton Brand Standard Audit checklist helps hotel PBX and call center teams deliver prompt, professional service during guest calls. It covers answering within three rings, using proper telephone etiquette, stating your name, and setting clear expectations for resolution. Agents are guided to ask effective questions to understand guest needs, offer apologies for defects, and provide a clear time quote for response. When special requests cannot be met, staff use polite denials and offer helpful alternatives. The checklist also reinforces ownership of issues using the LEARN approach and requires the responding department to arrive within 20 minutes to resolve the request.

by Victoria Raeburn, from the Community

20+

Get

Template

Concierge Service Quality Checklist

This hotel concierge request checklist helps evaluate guest interactions and service delivery across the concierge function. It covers phone and digital response times, proper greetings, hold etiquette, clear and calm communication, use of guest names, and personalized recommendations. It assesses cross-department coordination, knowledge of hotel offerings, and the ability to provide directions and transportation options, including green mobility. Appearance and professionalism standards are included, alongside SLAs for in-house and pre-arrival requests. Use this template to audit service quality, identify training needs, and elevate guest experience.

by Crisdean Porciani, from the Community

10+

Get

Template

Room Service Order Taking Checklist

This room service order taking checklist outlines a clear service standard for hotel food and beverage teams. It covers telephone etiquette, using a warm and courteous tone, answering within three rings, and confirming guest names. The sequence guides staff to ask about party size, allergies, and dietary needs, lead recommendations, repeat the order accurately, and provide an exact delivery time. It includes passing the order to service, notifying the guest before delivery and reminding about the Do Not Disturb sign, and calling back to confirm satisfaction and handle additional requests. It instructs on logging services, tray pickup procedures, and how to communicate delays professionally to maintain guest satisfaction.

by Jonathan S. G., from the Community

20+

Get

Template

Guest Service Request Form

Capture, track, and resolve guest service requests with a simple, mobile-friendly form for hotels and hospitality teams. Record guest details, room number, request type, and priority; assign the task to the right department; and monitor response and completion times. Use the checklist prompts to uphold brand standards for communication, presentation, and professionalism, from courteous interactions to timely in-room delivery. Support common services such as laundry and pressing, housekeeping, maintenance, and amenity delivery. Standardize service recovery, personalize experiences, and keep cross-department communication clear so issues are handled without delays.

by Mette Kiers, from the Community

Get

Call Center Guest Requests Checklist

About author

You might also like

PBX and Call Center Rapid Response Checklist

Concierge Service Quality Checklist

Room Service Order Taking Checklist

Guest Service Request Form

You might also like

PBX and Call Center Rapid Response Checklist

Concierge Service Quality Checklist

Room Service Order Taking Checklist

Guest Service Request Form