Forbes Internal Audit: Reservation and Pre-Arrival
by Evgeniya Kryukova, from the Community
This reservation and pre-arrival audit checklist helps hotel teams measure service quality against Forbes standards. Evaluate phone interactions for clarity, courtesy, and professionalism; ensure holds are approved and under 30 seconds; and confirm staff lead conversations with genuine interest and anticipatory service. Verify personalized greetings, clear descriptions of rooms and facilities, accurate directions and transport options with costs, and proactive offers for dining, spa, or transfers. During booking, check room and rate options, deposit and cancellation explanations, repeated details, confirmation numbers, and confirmations sent within two hours. Assess cross-department communication and timely, interruption-free service.
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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.