Checklist template

Guest request and complaint handling for hotels

A ready-to-use checklist with 107 items in 6 sections, covering Logging, Response times, Resolution, Recovery gestures, Follow-up, Trends. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 107 Items
  • 85 Yes / No checks
  • 6 Scored ratings
  • 115 Points

Use this template How audits work

1. Logging 19 items

  1. System used to log guest requests Choice
    • Service optimization software
    • Property management system traces
    • Paper logbook
    • No single system
  2. Every request taken at the front desk during the visit was entered in the log before the agent moved to the next guest Yes / No 1 pt
  3. Requests received by text message or the hotel app flow into the same log as phone and desk requests Yes / No 1 pt
  4. Each entry shows the room number Yes / No 1 pt
  5. Each entry shows the time the request was received Yes / No 1 pt
  6. Each entry names the employee who took the request Yes / No 1 pt
  7. Each entry names the department or runner the request was assigned to Yes / No 1 pt
  8. Complaints are coded separately from routine requests (extra towels, rollaway, late check-out) Yes / No 1 pt
  9. Complaints are coded by cause (cleanliness, noise, maintenance, billing, staff attitude) Yes / No 1 pt
  10. Requests made directly to a room attendant or an engineer in the corridor are called in and logged Yes / No 1 pt
  11. Complaints posted in online reviews for stays in the last 7 days were matched to an entry in the log Yes / No 1 pt
  12. Complaints made at check-out are logged even though the guest is leaving Yes / No 1 pt
  13. Maintenance complaints generate a work order linked to the log entry Yes / No 1 pt
  14. The log shows no entry open for more than 24 hours without a note Yes / No 1 pt
  15. The night shift logged its requests: entries exist between midnight and 6 a.m. for the last 3 nights Yes / No 1 pt
  16. A test request placed during the visit appeared in the log Yes / No 1 pt
  17. Requests logged yesterday Number
  18. Complaints logged yesterday Number
  19. Completeness of the request log Rating
    • Every request seen was logged with room, time and owner 5 pts
    • Logged, with details missing 3 pts
    • Requests handled from memory or on scrap paper 1 pt

2. Response times 19 items

  1. The property has a written response time standard for routine item deliveries Yes / No 1 pt
  2. The property has a written response time standard for acknowledging a complaint Yes / No 1 pt
  3. Agents asked could state the response time standards for a delivery and for a complaint Yes / No 1 pt
  4. The agent tells the guest when to expect the delivery, in minutes Yes / No 1 pt
  5. Runners or housepersons carry a radio or a handheld that receives the request as soon as it is logged Yes / No 1 pt
  6. A sample of 10 delivery requests from yesterday was closed within the standard Yes / No 1 pt
  7. A sample of 5 maintenance calls from yesterday had a technician at the room within the standard Yes / No 1 pt
  8. Requests past the standard trigger an alert to the supervisor or the manager on duty Yes / No 1 pt
  9. Escalated requests in the last 7 days show the manager's action in the log Yes / No 1 pt
  10. Items most often requested (towels, pillows, toothbrush kits, chargers) are stocked on each floor or at the desk for quick delivery Yes / No 1 pt
  11. The front desk telephone was answered within three rings, or the brand standard, on 3 test calls during the visit Yes / No 1 pt
  12. Guest text messages receive a first reply within the standard set by company policy Yes / No 1 pt
  13. Requests during the overnight shift have a named runner on the schedule Yes / No 1 pt
  14. A room change for an unresolved problem is offered within the time set by company policy Yes / No 1 pt
  15. The test request placed during the visit was delivered within the standard Yes / No 1 pt
  16. Minutes from the test request to delivery Number
  17. Average minutes to close a request yesterday, from the system report Number
  18. Requests closed late yesterday Number
  19. Speed of response on the sample reviewed Rating
    • All within standard 5 pts
    • One or two late 3 pts
    • Many late or times not recorded 1 pt

3. Resolution 18 items

  1. Employees listen to a complaint without interrupting: observed or confirmed by role play with an agent Yes / No 1 pt
  2. In an observed complaint or a role play, the agent restated the problem before offering a solution Yes / No 1 pt
  3. In the complaint entries reviewed, the employee who took the complaint closed it or handed it over by name Yes / No 1 pt
  4. The guest is offered a choice of solutions where more than one exists Yes / No 1 pt
  5. Noise complaints are handled by a visit to the source room, not only a phone call Yes / No 1 pt
  6. A room with a reported pest sighting is taken out of service for inspection before it is sold again Yes / No 1 pt
  7. Cleanliness complaints are fixed by a supervisor's visit to the room, not a return of the same attendant alone Yes / No 1 pt
  8. Billing disputes are corrected on the folio before the guest leaves the desk, within the agent's authority Yes / No 1 pt
  9. Complaints about an employee are passed to that employee's manager on the same day Yes / No 1 pt
  10. Complaints involving injury, illness, theft or safety are referred to the manager on duty at once Yes / No 1 pt
  11. The manager on duty meets in person with any guest who asks for a manager Yes / No 1 pt
  12. The log entry is closed only after the fix is confirmed, not when the task is dispatched Yes / No 1 pt
  13. The resolution is written in the log in enough detail for the next shift to understand what was done Yes / No 1 pt
  14. The handover note of the last shift lists each unresolved complaint with the guest name and the room Yes / No 1 pt
  15. Entries for items the hotel could not supply (rollaway, crib, adapter) show the guest was told and offered an alternative Yes / No 1 pt
  16. Each open complaint from yesterday reviewed during the visit had a named owner Yes / No 1 pt
  17. Complaints still open from before today Number
  18. Quality of resolution in the entries reviewed Rating
    • Fixed at the first attempt and confirmed 5 pts
    • Fixed after a repeat request 3 pts
    • Not fixed before departure 1 pt

4. Recovery gestures 17 items

  1. A written service recovery guide lists the gestures each position may offer without approval Yes / No 1 pt
  2. Front desk agents asked could state the limit of their own authority Yes / No 1 pt
  3. Gestures above the agent's limit are approved by the manager on duty within the same conversation with the guest Yes / No 1 pt
  4. The gesture offered matches the severity guide (apology only, amenity, points, rate adjustment, comped night) Yes / No 1 pt
  5. Loyalty points given as recovery are posted to the member's account before departure Yes / No 1 pt
  6. Rate adjustments are posted with a reason code that identifies service recovery Yes / No 1 pt
  7. Each adjustment in the last 7 days references a logged complaint Yes / No 1 pt
  8. Amenity deliveries sent as an apology include a handwritten or printed note signed by a manager Yes / No 1 pt
  9. Recovery amenities (snack plate, drink voucher, breakfast voucher) are stocked and ready to send Yes / No 1 pt
  10. Vouchers given as recovery are numbered and recorded Yes / No 1 pt
  11. No guest received more than one compensation for the same complaint in the sample reviewed Yes / No 1 pt
  12. Before a gesture is offered, the guest profile is checked for compensation given at past stays Yes / No 1 pt
  13. The brand guarantee or satisfaction promise, where one exists, is applied as written Yes / No 1 pt
  14. The general manager reviews the report of all adjustments and comps each week Yes / No 1 pt
  15. Rate adjustments for service recovery in the last 7 days Number
  16. Loyalty point recoveries in the last 7 days Number
  17. Use of recovery gestures Rating
    • Matched to severity and recorded 5 pts
    • Given but not recorded or inconsistent 3 pts
    • Not offered, or given without control 1 pt

5. Follow-up 16 items

  1. The written standard states which requests require a follow-up contact and within what time Yes / No 1 pt
  2. The follow-up contact is recorded in the log with its time Yes / No 1 pt
  3. A follow-up call was made for each of 5 closed complaints sampled from yesterday Yes / No 1 pt
  4. Guests with a complaint during the stay are flagged for a manager's contact before departure Yes / No 1 pt
  5. The departure list for today marks the rooms with a complaint on this stay Yes / No 1 pt
  6. The front desk agent at check-out can see the complaint note on the reservation Yes / No 1 pt
  7. The guest profile carries a note of the problem for the next stay Yes / No 1 pt
  8. Guests arriving today with a complaint on a past stay were pre-assigned an inspected room Yes / No 1 pt
  9. Post-stay survey comments that report a problem are answered within the time set by the brand Yes / No 1 pt
  10. Online review responses to complaints are written by a manager and name the corrective action Yes / No 1 pt
  11. Guests who left before a problem was fixed receive an email or a call from a manager Yes / No 1 pt
  12. Brand customer care cases are answered within the brand deadline Yes / No 1 pt
  13. Each brand customer care case closed in the last 30 days records the reply or the compensation given to the guest Yes / No 1 pt
  14. Brand customer care cases open today Number
  15. Survey complaints awaiting a reply today Number
  16. Follow-up on closed complaints Rating
    • Guest contacted and satisfied in every case sampled 5 pts
    • Contact made in some cases 3 pts
    • No follow-up 1 pt

6. Trends 18 items

  1. A report of complaints by cause is produced at least weekly Yes / No 1 pt
  2. The top five complaint causes of last week are posted or shared at the department head meeting Yes / No 1 pt
  3. Rooms with two or more complaints in 30 days are listed for a maintenance or housekeeping deep check Yes / No 1 pt
  4. The complaint report breaks the causes down by shift or by day of the week Yes / No 1 pt
  5. Complaint counts are compared with occupied rooms to give a rate per 100 occupied rooms Yes / No 1 pt
  6. The most requested items are used to adjust the room setup (extra pillows, hangers, chargers) Yes / No 1 pt
  7. Each top cause has a named owner and a written action Yes / No 1 pt
  8. Actions from last month's review have been completed Yes / No 1 pt
  9. Daily line-up or shift briefings include yesterday's complaints Yes / No 1 pt
  10. New employees are trained on complaint handling before working alone with guests Yes / No 1 pt
  11. Training records show a refresher on service recovery in the last 12 months Yes / No 1 pt
  12. Guest survey scores for problem resolution are tracked against the brand target Yes / No 1 pt
  13. Most frequent complaint cause last week Short text
  14. Complaints per 100 occupied rooms last week Number
  15. Guest survey score for problem resolution in the last period Number
  16. Name of the manager responsible for guest relations Short text
  17. Overall handling of guest requests and complaints Rating
    • Logged, answered within standard, followed up and analyzed 5 pts
    • Requests handled, with gaps in logging or follow-up 3 pts
    • No reliable log, guests have to ask twice 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

Categories

Related templates

← All templates

Brand standards

At every site, every time

Start Free Contact us