FLLSB G.U.E.S.T & BSA Touchpoints Checklist
by fernanda drashman, from the Community
This hotel service observation checklist supports the Art of Hosting by evaluating key guest touchpoints and behaviors. Assess voice and tone, clear language, body posture, and eye contact. Review service interactions: follow the 15/5 rule, use the guest’s name, identify purpose of travel and tailor help, make a personal connection, anticipate unspoken needs, and create memorable moments. Conclude with offers of further assistance and a warm farewell. Capture notes on Brilliant Hosting Card usage, weekly Art of Hosting themes, Hosting Move of the Day, and stand-up takeaways. Use this tool to coach teams and elevate consistent guest experiences.
With SafetyCulture you can
Digitize team workflows
Turn your workflows into digital templates or checklists so your team can conduct inspections efficiently and access them from any device.
Reduce manual errors
Help your team complete tasks more accurately with digital templates that minimize errors from manual processes.
Create and share inspection reports
Generate inspection reports and share them with your team and stakeholders to keep everyone informed.
About author
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.