Template

Employee Behavioral Standards Audit Checklist

by Mona Sayfieva, from the Community

This employee behavioral standards audit checklist is designed for guest-facing hospitality roles. It helps assess clear communication, natural and friendly service, confidence, knowledge of hotel facilities, anticipatory and personalized service, collaboration with colleagues, active listening and attention, professional posture and respect, and self-control and empathy during challenging interactions. Use it to standardize service quality and improve guest experience across properties.

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About author

Community

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.

Template
In-Room Dining Employee Assessment Audit Checklist
This in-room dining employee assessment audit checklist helps hotel food and beverage teams evaluate service quality and compliance. It covers order taking standards, timing and delivery expectations, in-room setup, guest comfort, confirmation and accuracy of orders, billing presentation, and tray or trolley removal. Behavioral criteria include grooming, clear communication, confident product knowledge, anticipatory service, personalization, teamwork, active listening, and professionalism during challenging interactions. Use this checklist to monitor performance, identify training needs, and improve guest experience across hotel operations.
by Mona Sayfieva, from the Community
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Template
Reception Check-Out Audit Checklist
This hotel reception check-out audit checklist helps front office teams evaluate service quality and guest experience at departure. It covers queue acknowledgment and speed of service, billing transparency and accuracy, payment handling, and folio presentation. It also assesses offers of luggage or transport assistance, staff grooming and professionalism, natural communication and use of guest names, product knowledge, anticipatory service, collaboration across colleagues, active listening, posture and attentiveness, and empathy and problem resolution.
by Mona Sayfieva, from the Community
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Template
Hotel Reception Check-In Audit Checklist
This hotel reception check-in audit checklist helps front office teams evaluate and improve guest arrival experiences. It covers greeting and queue acknowledgment, reconfirming bookings and special requests, ensuring room readiness by the advertised time, and offering interim access to facilities when rooms are not ready. The checklist includes guest orientation to key hotel amenities, porterage arrangements, escorts or clear directions to rooms, and a courteous farewell. It also assesses staff presentation and name badges, clear communication, natural and friendly interactions, appropriate use of guest names, confidence and product knowledge, anticipatory service, personalization, seamless teamwork, active listening, professional posture, and empathy in challenging situations.
by Mona Sayfieva, from the Community
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Template
Guest Services and Concierge Checklist
This guest services and concierge checklist helps hotel teams deliver consistent, luxury level service across calls, in person requests, room deliveries, and digital channels. It verifies prompt call answering and hold etiquette, proactive guest acknowledgment, thorough questioning to understand needs, and knowledgeable local recommendations that prioritize on property options. It covers sustainable mobility guidance, professional room delivery steps and timing, quick fulfillment of digital requests, and timely responses to pre stay emails and confirmations. Emotional service standards include grooming, clear communication, natural conversation, confident and anticipatory service, adaptability, personalized interactions, teamwork, active listening, respectful posture, and empathy in challenging moments.
by Sebastian Armentano, from the Community
Downloads: 10+
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Employee Behavioral Standards Audit Checklist

With SafetyCulture you can

Digitize team workflows

Reduce manual errors

Create and share inspection reports

About author

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Guest Services and Concierge Checklist

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