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.