Service Standards Training Checklist
Boost your hospitality team's performance! Download our comprehensive Service Standards Training checklist - ensuring exceptional guest experiences & elevating your business. Includes crucial elements for front-of-house, back-of-house, and beyond. Get the checklist now!
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Welcome & Introduction
Covers the purpose of the training, the importance of service standards, and an overview of the program's objectives.
Participant Name
Date of Training
Training Overview & Objectives
Employee ID
Prior Service Experience?
Expectations for this Training
Company Culture & Values
Explores the company's mission, vision, and core values, emphasizing how service standards align with these principles.
State our company's mission statement.
In your own words, describe what 'hospitality' means to you in the context of our company.
Which of the following best represents our core value of 'Guest First'?
Select all the values that define our company culture.
Provide an example of how you've demonstrated one of our company values in a previous interaction (professional or personal).
Our company's vision for the future is to...
Understanding Our Guests
Focuses on guest demographics, expectations, needs, and how to anticipate them. Includes discussion of diverse guest profiles.
Average Guest Spend (per stay)
Common Guest Demographics We Serve
Describe a typical guest's expectations regarding check-in experience.
Which of the following best describes our primary guest's communication preference?
What are the top 3 things guests typically praise us for?
Average age of guest
What languages are frequently spoken by our guests?
Core Service Standards
Detailed explanation and practical application of key service standards (e.g., greetings, attentiveness, problem-solving, farewells).
Standard Greeting Phrase
Response Time (in minutes)
Preferred Guest Interaction Style
Describe the 'Attentive Service' Standard
Which of the following are key aspects of problem-solving?
Standard Farewell Phrase
Approach to Guest Requests
Communication Skills
Covers verbal and non-verbal communication techniques, active listening, and handling difficult conversations with grace.
Explain the importance of active listening in guest interactions. Provide 3 examples of demonstrating active listening.
Which of the following is the *least* effective way to respond when a guest is speaking?
On a scale of 1-5 (1 being poor, 5 being excellent), rate your current level of comfort in handling a guest expressing frustration. (1-5)
Select all methods for communicating empathy to a guest.
Describe a situation where you used positive body language to enhance a guest interaction. What did you do, and what was the result?
When speaking to a guest on the telephone, which is the MOST important factor?
Handling Guest Complaints & Concerns
Provides a structured approach to resolving guest complaints, including empathy, problem-solving, and service recovery.
Guest Name
Detailed Description of Complaint
Guest Satisfaction Score (Pre-Complaint)
Complaint Category (e.g., Room Issue, Service Delay, Bill Discrepancy)
Actions Taken to Resolve Complaint
Resolution Status
Guest Satisfaction Score (Post-Resolution)
Additional Comments/Notes (e.g., Follow-up actions needed)
Telephone Etiquette & Digital Communication
Focuses on proper telephone manners, email communication, and online reputation management.
Name for Answering
Greeting Tone
Sample Phone Greeting Script
Average Call Handling Time (seconds)
Appropriate Digital Communication Platforms
Email Subject Line Best Practices
Preferred Email Signature Format
Appearance & Professionalism
Addresses dress code, personal hygiene, and overall professional demeanor.
Dress Code Adherence
Hair Length (inches)
Nail Polish
Jewelry
Personal Hygiene Standards
Scents & Perfumes
Photo (optional)
Teamwork & Collaboration
Emphasizes the importance of teamwork, communication between departments, and supporting colleagues.
Name of a colleague you've collaborated with effectively recently.
Describe a time you assisted a colleague in delivering exceptional service. What did you do?
Which department do you most frequently collaborate with?
Which of the following are examples of effective teamwork?
Briefly explain the importance of inter-departmental communication. Provide a short example.
What is your primary method of communicating with colleagues?
Legal & Compliance
Covers relevant legal considerations (e.g., privacy, accessibility) and company policies related to service delivery.
Employee Name
Employee ID
Acknowledgement of Privacy Policy
Accessibility Compliance Awareness
Data Security Procedures
Underage Alcohol Service Awareness
Date of Acknowledgement
Employee Signature
Assessment & Review
Includes quizzes, role-playing scenarios, and a final review to assess understanding and retention of the training material.
Which of the following are key elements of service recovery?
Describe a situation where you had to resolve a guest complaint. What steps did you take?
On a scale of 1-5 (1 being not confident, 5 being very confident), how confident are you in handling difficult guest interactions?
What is the most important aspect of active listening?
Role-Playing Exercise: Please upload a video of yourself demonstrating a greeting scenario.
Which response best demonstrates empathy when a guest complains about a long wait time?
Hospitality Management Solution Screen Recording
Running a hotel, restaurant, or other hospitality business can be challenging! This screen recording demonstrates how ChecklistGuro's hospitality management solution can streamline your operations and improve guest satisfaction. We'll walk you through: #bookingmanagement #guestprofile #taskmanagement #maintenance #safety
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