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Hotel Departure Process Audit Checklist

by Spencer Theriot, from the Community

This hotel departure process audit checklist helps guest service teams meet Forbes Travel Guide standards at checkout. It covers greeting and communication, offers of luggage and transportation assistance, electronic or printed folios, directions, and optional departure gifts. It evaluates name usage, warm farewells, and valet readiness. Service recovery uses the LEARN model: Listen, Empathize, Apologize, Respond, Notify. Operational spot checks include pre-departure calls, packing and breakfast arrangements, folio review, and gift preparation. Ideal for front desk, concierge, and valet teams focused on five-star service.

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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

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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.

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Front Desk Departure Phase Checklist
This BSA-aligned front desk departure checklist helps hotels audit the quality and consistency of checkout service. It covers warm greeting and acknowledgment in line, professional appearance and posture, clear, articulate communication, and consistent use of the guest’s name. Operational steps include confirming charges and payment method, reviewing and printing the folio, offering email delivery, and ensuring accuracy and discretion. The checklist also verifies assistance with luggage and transportation, coordinated escorts, and a fond, personalized farewell that encourages return. Service recovery standards are included: listen actively, empathize, apologize, assume ownership, resolve within 10 minutes, add an extra touch, and confirm satisfaction. The goal is a smooth, timely departure that meets expectations without delays or negative detractors.
by Orion Pritchett, from the Community
Downloads: 10+
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Template
Forbes Internal Audit: Departure Service
This internal audit checklist helps hospitality teams evaluate guest departure service against Forbes Travel Guide standards. Review staff etiquette, professionalism, and communication; verify accurate, easy-to-read folios with no unexpected charges; ensure prompt bellman response, secure and seamless luggage handling, and proactive transport support. Confirm folio review options (digital or printed), timely emailed folios when requested, and quick resolution of posting errors. Use this tool to deliver a smooth, timely checkout and a gracious farewell.
by Evgeniya Kryukova, from the Community
Downloads: 10+
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Template
Door and Valet Departure Checklist
This door and valet departure checklist helps hotel and resort teams deliver a polished, guest-centered farewell. It covers professional appearance and conduct, warm greetings, use of guest names, and anticipatory service. Steps include confirming bag-loading preferences, retrieving golf clubs, loading luggage only in guest presence, and verifying satisfaction before departure. Staff should offer bottled water, provide directions, remove valet ticket components for filing, and end with a fond farewell while offering further assistance. The goal is a timely, seamless experience without delays or detractors.
by Orion Pritchett, from the Community
Downloads: 10+
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Template
Porter and Doorman Departure Checklist
This template supports hotel front-of-house teams with a clear, repeatable departure process for porters and doormen. It outlines service timing standards, room approach and entry etiquette, luggage confirmation and care, trolley use, continuous attendance in public areas, packing and piece-count verification at departure, car door assistance, and warm farewells. Emotional service standards reinforce grooming, communication clarity, confident and knowledgeable guidance, anticipatory service, adaptability, collaboration, attentive listening, professional posture, and empathetic resolution of challenges. Use it to elevate guest experience, safety, and operational consistency.
by Sebastian Armentano, from the Community
Downloads: 10+
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Hotel Departure Process Audit Checklist

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