Template

Hotel Service Audit Checklist

by Henry Sanchez, from the Community

This service audit checklist is designed for hotel front desk and guest services teams to review the quality and consistency of guest interactions. It covers key touchpoints such as delivering a warm welcome and applying the 15/5 rule, verifying guest names and loyalty status, building personal connection, and following proper check-in procedures. Prompts include acknowledging mobile check-in with “We’ve been expecting you!”, confirming length of stay, room type, special requests, and payment details. It also reminds staff to prepare key packets correctly, explain property amenities (restaurant hours, fitness center, and M‑Club where applicable), offer further assistance, and wish the guest a pleasant stay. Use this template to standardize service, train teams, and elevate the guest experience across shifts and locations.

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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
MIAAP Front Office Check-in Audit 2019
This hotel front office audit template helps assess the guest check-in experience against brand standards. It covers greeting etiquette and the 15-5 rule, posture, grooming and uniform, loyalty status recognition and email confirmation, mobile check-in handling, payment review, discreet room number communication, key delivery and elevator directions, use of a welcome brochure and amenities, use of the guest name and personal connection, parking and key programming, departure time and late checkout offers, service cues, and a warm closing. Use it to coach teams and track compliance.
by MIAAP Leaders, from the Community
Downloads: 0
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Template
Model Operation Hotel Guest Survey Checklist
This hotel guest survey checklist supports model operations across the full guest journey. It covers pre-arrival communications and self check-in, front-desk reception standards, bell desk and luggage handling, in-room checks across living room, kitchen, and bathrooms, connectivity and amenities, housekeeping and replenishment, safety and evacuation details, service request handling during the stay, and clear departure and post-departure follow-ups. Use it to assess consistency, cleanliness, responsiveness, and guest experience across units and teams.
by Pushkar Raj, from the Community
Downloads: 10+
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Template
Front Desk Farewell Audit
This front desk farewell audit checklist helps hotels standardize guest checkout interactions and deliver consistent service. It covers key steps such as acknowledging loyalty status, asking about the stay with empathy and escalation paths for issues, confirming the email address to send the folio, using the guest’s name and offering further assistance, reminding guests to retain keys for parking, and providing a sincere closing that thanks them for their loyalty. Ideal for hotel front desk teams and supervisors, this template supports coaching, quality assurance, and brand standards compliance while improving guest satisfaction and operational consistency.
by Amani Philip, from the Community
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Template
Arrival Service Audit
This arrival service audit template helps hotel teams evaluate front desk performance from first greeting to farewell. Assess use of the greet zone, eye contact and guest name usage, verification of nights and room type, recognition of loyalty members, clear review of amenities, professional key presentation and directions, offers of further assistance, and a warm, sincere closing. Use this checklist to standardize guest arrival and elevate service quality.
by Avonlea Zimmerlie, from the Community
Downloads: 10+
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Hotel Service Audit Checklist

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You might also like

MIAAP Front Office Check-in Audit 2019

Model Operation Hotel Guest Survey Checklist

Front Desk Farewell Audit

Arrival Service Audit

You might also like

MIAAP Front Office Check-in Audit 2019

Model Operation Hotel Guest Survey Checklist

Front Desk Farewell Audit

Arrival Service Audit