Template

Moment of Truth Observation Audit

by Orion Pritchett, from the Community

10+

Use this Moment of Truth observation audit to assess guest service behaviors across hotel departments including Front Desk, Bell, Housekeeping, Club Lounge, Spa, Culinary, and more. Evaluate posture and presence, greeting and name use, refined language, anticipatory service, and fond farewells to raise service standards and deliver memorable guest experiences across your property.

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Confirm accountability and compliance with a digital log

With SafetyCulture you can

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
Customer Moment of Truth Checklist
Use this Indonesian checklist to assess customer moments of truth across a retail store journey. Review parking and security, toilet cleanliness, store entry, lobby and escalators, directories and shopboards, banners, and sales staff appearance and behavior. Audit back-of-house and front-of-house processes including cashier equipment and EDC, queue and promo modules for CSO, leasing desk readiness, counters, waiting area ambience, porter support, and parking ticket and change availability. Capture OK, NOK, and notes for each item to standardize service quality and improve customer experience.
by Dicky Raharjo, from the Community
Downloads: 10+
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Template
Front Desk and Check-In Audit Checklist
This hotel front desk and check-in audit checklist helps evaluate guest arrival and service standards across the front desk, bell service, and loyalty welcome experience. Use it to confirm greeting quality, name use, ID and profile verification, room type assignment, upgrades, and late checkout benefits. Capture concierge or lounge hours, key packet presentation, and information shared about hotel services. Assess assistance with luggage, personalization based on stay purpose and preferences, and green choice housekeeping options. Document bell service interactions and timely delivery of any arrival gifts.
by Nancy Beckley, from the Community
Downloads: 80+
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Template
Valet Service Excellence Associate Observation
Use this valet service observation checklist to assess hotel associates on guest engagement and communication, greeting with the 15 and 5 rule, use of guest names, establishing needs, and clear explanations of valet pricing and wait times. Verify coordination with bell staff, a tidy podium and loading zone, prompt door service, and proactive assistance such as directions and recommendations. Confirm professional image and uniform standards and warm closings to ensure a memorable guest experience.
by AC Hotel Bourbon, from the Community
Downloads: 20+
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Template
Arandas Front of House Service Audit Template
Evaluate customer service and front of house standards across Arandas restaurants with this comprehensive service audit template. Inspect greeting and seating, server appearance, table service techniques, communication, timeliness, and upselling. Ensure staff follow hygiene and safety practices, use proper uniforms and name tags, and deliver consistent guest experiences. Customize the checklist to your store, conduct mobile inspections, and export findings to drive training and service improvements.
by Bob D'Amaral, from the Community
Downloads: 10+
Get

Customer Moment of Truth Checklist

Use this Indonesian checklist to assess customer moments of truth across a retail store journey. Review parking and security, toilet cleanliness, store entry, lobby and escalators, directories and shopboards, banners, and sales staff appearance and behavior. Audit back-of-house and front-of-house processes including cashier equipment and EDC, queue and promo modules for CSO, leasing desk readiness, counters, waiting area ambience, porter support, and parking ticket and change availability. Capture OK, NOK, and notes for each item to standardize service quality and improve customer experience.

by Dicky Raharjo, from the Community

10+

Get

Template

Front Desk and Check-In Audit Checklist

This hotel front desk and check-in audit checklist helps evaluate guest arrival and service standards across the front desk, bell service, and loyalty welcome experience. Use it to confirm greeting quality, name use, ID and profile verification, room type assignment, upgrades, and late checkout benefits. Capture concierge or lounge hours, key packet presentation, and information shared about hotel services. Assess assistance with luggage, personalization based on stay purpose and preferences, and green choice housekeeping options. Document bell service interactions and timely delivery of any arrival gifts.

by Nancy Beckley, from the Community

80+

Get

Template

Valet Service Excellence Associate Observation

Use this valet service observation checklist to assess hotel associates on guest engagement and communication, greeting with the 15 and 5 rule, use of guest names, establishing needs, and clear explanations of valet pricing and wait times. Verify coordination with bell staff, a tidy podium and loading zone, prompt door service, and proactive assistance such as directions and recommendations. Confirm professional image and uniform standards and warm closings to ensure a memorable guest experience.

by AC Hotel Bourbon, from the Community

20+

Get

Template

Arandas Front of House Service Audit Template

Evaluate customer service and front of house standards across Arandas restaurants with this comprehensive service audit template. Inspect greeting and seating, server appearance, table service techniques, communication, timeliness, and upselling. Ensure staff follow hygiene and safety practices, use proper uniforms and name tags, and deliver consistent guest experiences. Customize the checklist to your store, conduct mobile inspections, and export findings to drive training and service improvements.

by Bob D'Amaral, from the Community

10+

Get

Moment of Truth Observation Audit

About author

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Customer Moment of Truth Checklist

Front Desk and Check-In Audit Checklist

Valet Service Excellence Associate Observation

Arandas Front of House Service Audit Template

You might also like

Customer Moment of Truth Checklist

Front Desk and Check-In Audit Checklist

Valet Service Excellence Associate Observation

Arandas Front of House Service Audit Template