Template

Reservations Experience Audit Checklist

by Mona Sayfieva, from the Community

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.

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Eliminate mistakes made by paper-based processes

Create and share professional reports instantly

Confirm accountability and compliance with a digital log

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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.

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Reservations Audit Checklist for Guest Experience
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.
by Omar Binladen, from the Community
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Template
LQA 2023 Front of House Reservations Checklist
This LQA 2023 front-of-house reservations checklist helps hotels audit reservations calls and processes. It covers greeting and hold etiquette, caller identification, purpose of visit, room types and rates, right-selling and storytelling, rate disclosure, data capture, payment and cancellation terms, arrival timing, guest preferences, transport options, sustainability options, cross-selling, confirmation and reference details, and closing. It includes standards for confirmation timing and content, plus emotional intelligence measures such as clarity, confidence, personalization, proactive service, teamwork, active listening, and empathy to ensure a professional, efficient, and guest-centric reservation experience.
by Laura Respondek, from the Community
Downloads: 10+
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Template
Hotel Reservations Quality Checklist
This hotel reservations checklist supports consistent, high-quality call handling for hotels. Items cover timely greeting, gathering guest names and details, confirming stay purpose, offering multiple room types and rates, right-selling and storytelling, and clarifying inclusions, payment terms, and cancellation. It prompts for arrival time, preferences, and transport (including electric or hybrid options), plus assistance with other bookings and prompt confirmations with accurate details. Emotional service criteria emphasize clear communication, natural tone, confident knowledge of facilities, anticipatory and adaptable service, active listening, personalization, teamwork, and empathy during challenging interactions.
by Sebastian Armentano, from the Community
Downloads: 10+
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Template
Food and Beverage On Demand Pickup Audit
Use this template to assess the hotel food and beverage on demand pickup experience from order call to handoff. Audit call etiquette, guest name use, room and guest count confirmation, menu suggestions and upsells, condiment offers, and order recap. Verify quoted timing and clarity of the pickup location. At the pickup point, check greeting, name verification, order accuracy, wares and condiments, suggestions, payment options, and farewell. Review packaging against brand standards, presence of required items, food temperature, presentation, and flavor. Capture times and add follow up comments.
by Deanna Knieriem, from the Community
Downloads: 20+
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Reservations Experience Audit Checklist

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