FREE CHECKLIST · 1 PAGE · 10 POINTS
The hotel guest experience checklist
A one-page hotel guest experience checklist. For GMs, owners and front office managers who want to audit the stay the way a guest lives it. Walk through arrival, the room and service recovery with these checks.
The first 5 points
- 01Check that the first person who hears a complaint can solve it, without passing the guest on.Zulal Gul Al Mari, Fairmont Winnipeg · listen from 22:26
- 02Sleep in your own rooms and check HVAC noise, pillows and sheets, and noise from outside.Keith Dickey, YouMind · listen from 16:09
- 03Move registration forms and payment details to before arrival, so check-in is only a welcome.Mark Welbers, Carlton Square Hotel · listen from 11:50
- 04Keep a person at the desk to greet guests, even when check-in is done online.Burg de Rave, Room Mate Bruno · listen from 9:29
- 05Watch the desk at peak times: every waiting guest should be acknowledged right away.Nicoline Montanus, Arq Hotels · listen from 30:15
All 10 points on one page
The full checklist as a PDF to print or share with your team, with the episode and minute for each point.
- Our guide to hotel guest experience
- How can hotels improve the guest experience?
- How future-ready is your hotel? Ten questions, two minutes. Your score straight away, the full report by email.
- All hotel checklists
THE TUESDAY BRIEFING
One topic, every Tuesday
Every Tuesday we send one topic from the show: the key ideas, the episode behind it and one line worth remembering. Two minutes to read, no spam.
Read by 4,200 hospitality leaders
