Guest ExperienceChecklist12 min read
Service Promise Audit
Compare the hotel’s stated service promise with what guests and employees actually experience on property.
PRIMARY ROLEGeneral Manager
USE WHENService Quality Audit
Operating standard
- 01
Service Promise Audit: Review the required conditions, information and safety considerations before beginning.
- 02
Verify the current facts with the appropriate hotel systems, logs, guest records or physical inspection.
- 03
Complete the actions within General Manager authority and escalate any safety, guest, revenue or policy exception promptly.
- 04
Coordinate required handoffs with the affected department so the action is visible beyond one shift.
- 05
Document the result, any exception and the next action before the work is considered complete.