Template

Reservations Call Quality Checklist

by Rizwan Ahmed, from the Community

10+

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.

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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
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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LQA Audit: Digital Reservations Checklist
This LQA Digital Reservations audit template helps hospitality teams evaluate the hotel booking experience end to end. Review navigation ease across the booking engine or mobile app, ability to complete a reservation within five minutes, availability of currency selection tools, clarity of cancellation and deposit policies, and upsell opportunities at checkout. Confirm post‑booking emails include links to key facilities such as restaurants and spa to improve guest experience and conversion.
by Marion te Winkel, from the Community
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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+
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Hotel Guest Experience Audit Checklist
This guest experience audit checklist is designed for hotel and bistro operations to evaluate the end-to-end guest journey. It covers website and phone reservations, bar service standards, dinner service in the bistro, wine and beverage recommendations, allergen checks and procedures, breakfast buffet and hot food service, upselling, timeliness, brand-standard presentation, and overall guest satisfaction. Use it to assess greetings, atmosphere, menu presentation, order taking via iPad, course delivery, check-backs, bill accuracy, and fond farewells, ensuring consistent, high-quality hospitality service.
by Ian Halstead, from the Community
Downloads: 0
Get

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

Get

Template

LQA Audit: Digital Reservations Checklist

This LQA Digital Reservations audit template helps hospitality teams evaluate the hotel booking experience end to end. Review navigation ease across the booking engine or mobile app, ability to complete a reservation within five minutes, availability of currency selection tools, clarity of cancellation and deposit policies, and upsell opportunities at checkout. Confirm post‑booking emails include links to key facilities such as restaurants and spa to improve guest experience and conversion.

by Marion te Winkel, from the Community

20+

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

Template

Hotel Guest Experience Audit Checklist

This guest experience audit checklist is designed for hotel and bistro operations to evaluate the end-to-end guest journey. It covers website and phone reservations, bar service standards, dinner service in the bistro, wine and beverage recommendations, allergen checks and procedures, breakfast buffet and hot food service, upselling, timeliness, brand-standard presentation, and overall guest satisfaction. Use it to assess greetings, atmosphere, menu presentation, order taking via iPad, course delivery, check-backs, bill accuracy, and fond farewells, ensuring consistent, high-quality hospitality service.

by Ian Halstead, from the Community

Get

Reservations Call Quality Checklist

About author

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Reservations Audit Checklist for Guest Experience

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