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.