Template

At Your Service Agent Call Evaluation Checklist

by Richard Hai, from the Community

10+

This hospitality checklist helps evaluate At Your Service agents when calling guests on queue at Wailea Beach Resort. Criteria include: contacting guests when the room is ready, reviewing the guest profile and reservation for Marriott Bonvoy status and special occasions, planning an amenity to wow the guest, proper self-introduction and use of the guest’s name, thanking the guest for waiting, polite and engaging tone, personalized conversation, use of Forbes-style luxury language, offering additional assistance, and a memorable farewell. Includes acknowledgement and signature.

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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
Room Escort Evaluation | Wailea Beach Resort
Assess bellmen performance during the room escort at Wailea Beach Resort. This checklist covers guest greeting and introduction, using the guest’s name, recognizing special occasions and Marriott Bonvoy Elite status, applying Forbes-style luxury language, briefing guests on key amenities like the business center, game room, and fitness center, explaining routes back to the lobby, offering additional assistance, and closing the interaction professionally. Use this template to standardize bell services and elevate guest experience across resorts and hotels.
by Richard Hai, from the Community
Downloads: 10+
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Template
Guest Service Agent Check-Out Evaluation
This guest service agent evaluation checklist guides front desk teams through a polished hotel check-out experience at Wailea Beach Resort. Use it to verify greeting etiquette, personalized service, loyalty enrollment, payment confirmation, folio delivery, amenity reminders, and use of luxury language. It also prompts associates to ask about the stay, resolve concerns using the LEARN process, and offer seamless departure assistance. Capture acknowledgments and signatures to document service quality and drive consistent, five-star departures.
by Richard Hai, from the Community
Downloads: 10+
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Template
Forbes Guest Experience Internal Audit
This guest experience internal audit template aligns with Forbes style hospitality standards to evaluate luxury hotel and resort performance. Use it to assess personalization, room and facility condition, food and beverage quality, wellness offerings, sense of place, memorable service moments, and overall value and recommendation. Ideal for hotel managers and quality leaders seeking consistent, high touch service at scale.
by Evgeniya Kryukova, from the Community
Downloads: 10+
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Template
Service Express IRD Phone Audit Checklist
This in room dining phone audit checklist helps hotel teams assess Service Express call quality and consistency. It covers answering within three rings with a warm welcome, confirming the guest room number and name, and recording order details accurately. Auditors verify the number of guests, application of delivery charges, and that special requests, side items, and meat temperatures are captured when applicable. The agent should read back the order, quote the full price including tax, service charge, and delivery, and provide an accurate delivery timeframe. The call should close by asking if the guest needs anything further and thanking them, with the guest name used multiple times. Manager and agent signatures are included for accountability.
by Amani Philip, from the Community
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At Your Service Agent Call Evaluation Checklist

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Room Escort Evaluation | Wailea Beach Resort

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Room Escort Evaluation | Wailea Beach Resort

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