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.