This internal guest service checklist helps hotel front office teams assess service quality across key touchpoints. It covers calm and clear phone etiquette, polite acknowledgment, articulate communication, and maintaining an engaging, gracious tone. Standards include eye contact, guiding questions to learn guest preferences, and anticipatory service. It checks cross-department communication, staff knowledge of the property, consistent personalization, and professional closure of interactions. Appearance and posture standards are included, along with response targets (in-house within two hours; pre-arrival within 24 hours). The checklist also verifies local expertise, directions and transport guidance, curated experiences, professional collateral, offering alternatives instead of declining requests, and minimizing delays. Created for Grosvenor House, a Luxury Collection Hotel, Dubai.
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