Template

Reservations Audit Checklist for Guest Experience

by Omar Binladen, from the Community

Use this audit to assess hotel reservations agents on greetings, holds, property identification, qualifying questions, rate quoting, upselling, policies, recap, confirmation, and follow-up. Includes checks for loyalty recognition, first-time guest handling, cancellation terms, credit card guarantees, additional services, and professional communication to ensure consistent, high-quality guest experiences.

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Digitize any process, procedure or policy

Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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
Reservations Experience Audit Checklist
Use this audit checklist to evaluate hotel reservations call handling and guest experience. Items cover call pickup speed and greeting, correct hotel identification, agent introduction, needs discovery, loyalty recognition and first time guest messaging, room category presentation and top-down selling, transparent rates and taxes, cancellation and no show policy, closing and recap, collection of contact details and preferences, ETA and check-in and check-out times, offers of add-on services, payment guarantee, objection handling and alternatives, confirmation and follow-up, plus professionalism, communication, and active listening.
by Mona Sayfieva, from the Community
Downloads: 0
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Template
Reservations Call Quality Checklist
Use this reservations quality checklist to audit hotel and restaurant booking calls end to end. Items cover phone etiquette, warm greetings and farewells, using the guest name, effective questioning, rate quoting and inclusions, upselling to rooms or suites, fees and policies, confirmations, pre-arrival emails, follow-ups within 24 hours, and overall service experience.
by Rizwan Ahmed, from the Community
Downloads: 10+
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Template
LQA AUDIT Reservations
Reservations
by Marion te Winkel, from the Community
Downloads: 70+
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Template
Room Reservations BSA Checklist for Ritz Carlton
This room reservations BSA checklist guides reservation agents through a complete luxury hotel booking call. It covers warm greeting and identification, permissioned holds with time limits, discovery of stay dates and purpose, explanation of room types, packages, and inclusions, and thoughtful upselling to club rooms or suites. Agents confirm guest details and preferences, outline property features, dining and in room dining, fees, and policies, and provide confirmation numbers and follow up by email or fax. The process ends with appreciation and a sincere closing to ensure a seamless guest experience.
by Victoria Raeburn, from the Community
Downloads: 20+
Get

Reservations Experience Audit Checklist

Use this audit checklist to evaluate hotel reservations call handling and guest experience. Items cover call pickup speed and greeting, correct hotel identification, agent introduction, needs discovery, loyalty recognition and first time guest messaging, room category presentation and top-down selling, transparent rates and taxes, cancellation and no show policy, closing and recap, collection of contact details and preferences, ETA and check-in and check-out times, offers of add-on services, payment guarantee, objection handling and alternatives, confirmation and follow-up, plus professionalism, communication, and active listening.

by Mona Sayfieva, from the Community

Get

Template

Reservations Call Quality Checklist

Use this reservations quality checklist to audit hotel and restaurant booking calls end to end. Items cover phone etiquette, warm greetings and farewells, using the guest name, effective questioning, rate quoting and inclusions, upselling to rooms or suites, fees and policies, confirmations, pre-arrival emails, follow-ups within 24 hours, and overall service experience.

by Rizwan Ahmed, from the Community

10+

Get

Template

LQA AUDIT Reservations

Reservations

by Marion te Winkel, from the Community

70+

Get

Template

Room Reservations BSA Checklist for Ritz Carlton

This room reservations BSA checklist guides reservation agents through a complete luxury hotel booking call. It covers warm greeting and identification, permissioned holds with time limits, discovery of stay dates and purpose, explanation of room types, packages, and inclusions, and thoughtful upselling to club rooms or suites. Agents confirm guest details and preferences, outline property features, dining and in room dining, fees, and policies, and provide confirmation numbers and follow up by email or fax. The process ends with appreciation and a sincere closing to ensure a seamless guest experience.

by Victoria Raeburn, from the Community

20+

Get

Reservations Audit Checklist for Guest Experience

About author

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Reservations Experience Audit Checklist

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Reservations Experience Audit Checklist

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