Checklist template

Loyalty program promotion at the hotel front desk

A ready-to-use checklist with 103 items in 6 sections, covering Enrolment offer, Member recognition, Materials, Staff knowledge, Benefits delivery, Results. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 103 Items
  • 83 Yes / No checks
  • 6 Scored ratings
  • 113 Points

Use this template How audits work

1. Enrolment offer 17 items

  1. Check-ins of non-members observed during the visit Number
  2. Of those, check-ins where the agent offered enrollment Number
  3. The agent checks the reservation for a member number before raising the program with the guest Yes / No 1 pt
  4. The enrollment offer is made after the guest's identity and stay details are confirmed, not while the guest is still looking for a card Yes / No 1 pt
  5. The agent states that joining is free Yes / No 1 pt
  6. The agent names one benefit the guest can use during this stay (free Wi-Fi tier, late check-out, points on tonight's rate) Yes / No 1 pt
  7. The agent offers to complete the enrollment at the desk during the check-in, not by handing over a brochure Yes / No 1 pt
  8. The guest's email address is read back to the guest before the enrollment is submitted Yes / No 1 pt
  9. The guest is told how the member number will arrive (email, app or printed slip) Yes / No 1 pt
  10. The new member number is attached to the current reservation before the guest leaves the desk Yes / No 1 pt
  11. The guest's consent to marketing email is asked as a separate question, as the program terms and local regulation require Yes / No 1 pt
  12. A guest who declines is not asked a second time at the same check-in Yes / No 1 pt
  13. Guests who booked through an online travel agency are told plainly whether this stay earns points Yes / No 1 pt
  14. Enrollment is also offered at check-out to non-members who were not asked at arrival Yes / No 1 pt
  15. The current enrollment bonus, where one is running, is quoted with its correct conditions Yes / No 1 pt
  16. Five enrollments sampled from this month each show the guest's own email address, not a hotel, employee or placeholder address Yes / No 1 pt
  17. Wording of the enrollment offer in the check-ins observed Rating
    • Natural, with a benefit relevant to the guest 5 pts
    • Offered as a scripted yes-or-no question 3 pts
    • Not offered or mumbled as an afterthought 1 pt

2. Member recognition 17 items

  1. The agent thanks the member for their membership by tier name within the first exchanges of the check-in Yes / No 1 pt
  2. Members are addressed by name during the check-in Yes / No 1 pt
  3. Elite members arriving today were pre-assigned rooms before the start of the afternoon shift Yes / No 1 pt
  4. Room preferences stored in the member profile (high floor, bed type, away from elevator) were applied or the agent explains why not Yes / No 1 pt
  5. The agent confirms the member number on the reservation instead of asking the member to produce a card Yes / No 1 pt
  6. Where a member lane or priority desk exists, it is staffed during the arrival peak Yes / No 1 pt
  7. The member lane sign is displayed only when the lane is open Yes / No 1 pt
  8. Members who used mobile check-in or a digital key are greeted by lobby staff when they pass the desk Yes / No 1 pt
  9. A member whose upgrade could not be given is told so by the agent, with the reason Yes / No 1 pt
  10. The top-tier arrivals list for today carries a manager's initials showing it was reviewed Yes / No 1 pt
  11. A welcome note or call from a manager is made to top-tier members where the brand standard requires it Yes / No 1 pt
  12. Members checking out are thanked for their loyalty and told the points for the stay will post automatically Yes / No 1 pt
  13. The agent does not announce the member's tier or point balance loudly enough for other guests to hear Yes / No 1 pt
  14. Employees outside the front desk (bell staff, restaurant host) can see member status on their arrival or reservation list Yes / No 1 pt
  15. Elite members arriving today Number
  16. Elite arrivals pre-assigned a room at the time of the visit Number
  17. Recognition of members in the check-ins observed Rating
    • Thanked by tier and benefits explained every time 5 pts
    • Recognized but benefits not mentioned 3 pts
    • Member status not acknowledged 1 pt

3. Materials 16 items

  1. The current program sign or tent card is on the front desk in the position the brand standard shows Yes / No 1 pt
  2. The enrollment sign shows the current program name and logo Yes / No 1 pt
  3. No material at the desk quotes an expired bonus or a retired tier name Yes / No 1 pt
  4. The QR code on the enrollment sign opens the enrollment page on a phone Yes / No 1 pt
  5. The key packet or key card sleeve carries the current program message Yes / No 1 pt
  6. Member key cards or member key sleeves, where the brand supplies them, are in stock at each workstation Yes / No 1 pt
  7. Printed benefit charts given to guests are the current version Yes / No 1 pt
  8. The tier benefit summary for this property is at each workstation or one click away on the agent's screen Yes / No 1 pt
  9. The lobby screen or elevator frame includes a program message Yes / No 1 pt
  10. The in-room directory, television welcome screen or desk card mentions how to join Yes / No 1 pt
  11. The guest Wi-Fi sign-in page offers member sign-in or enrollment Yes / No 1 pt
  12. Program materials in a second language are available where the property's market requires them Yes / No 1 pt
  13. Old stock of superseded program brochures has been removed from the desk and the back office Yes / No 1 pt
  14. The supply of enrollment materials on hand covers at least the reorder period set by the brand Yes / No 1 pt
  15. Date the program materials at the desk were last replaced Date
  16. Program materials at the front desk Rating
    • Current, complete and correctly placed 5 pts
    • Current but missing or misplaced pieces 3 pts
    • Outdated or absent 1 pt

4. Staff knowledge 19 items

  1. Each agent asked could name the program tiers in order Yes / No 1 pt
  2. Each agent asked could state the nights or stays needed to reach the first elite tier Yes / No 1 pt
  3. Each agent asked could say how many points a guest earns on a typical night at this property Yes / No 1 pt
  4. Each agent asked could name the benefits this property gives to each elite tier Yes / No 1 pt
  5. Each agent asked knew which rate types do not earn points Yes / No 1 pt
  6. Each agent asked could explain how a guest claims points for a past stay Yes / No 1 pt
  7. Each agent asked could say where to send a member with an account problem (member line, app, website) Yes / No 1 pt
  8. Each agent asked knew the property's current enrollment goal Yes / No 1 pt
  9. Each agent asked knew their own enrollment count for the month Yes / No 1 pt
  10. Each agent asked could point out a points redemption stay on today's arrivals list Yes / No 1 pt
  11. Agents can find the member number and tier on the reservation screen without help Yes / No 1 pt
  12. Agents asked knew the current program promotion (bonus points, double nights) Yes / No 1 pt
  13. New front desk employees complete the brand's loyalty training before working a shift alone Yes / No 1 pt
  14. Training records for the loyalty module are on file for every front desk employee sampled Yes / No 1 pt
  15. The program is covered in the pre-shift briefing at least weekly, as shown in briefing notes Yes / No 1 pt
  16. Night audit and part-time agents appear in the enrollment tracking by agent Yes / No 1 pt
  17. Agents questioned during the visit Number
  18. Agents who answered every program question correctly Number
  19. Program knowledge of the agents questioned Rating
    • Confident and accurate 5 pts
    • Basics known, details missing 3 pts
    • Could not explain the program 1 pt

5. Benefits delivery 17 items

  1. The welcome amenity choice (points, snack or drink) is offered to eligible members at check-in Yes / No 1 pt
  2. The welcome amenity chosen is handed over or posted before the member leaves the desk Yes / No 1 pt
  3. Welcome amenity stock (water, snacks, vouchers) is on hand at the desk in the quantity needed for today's elite arrivals Yes / No 1 pt
  4. Eligible members are offered the available room upgrade without having to ask Yes / No 1 pt
  5. Upgrades are assigned by tier order, following the brand rule Yes / No 1 pt
  6. Late check-out requested by an eligible member is confirmed with a time and entered in the system Yes / No 1 pt
  7. The housekeeping department receives the list of member late check-outs each morning Yes / No 1 pt
  8. Complimentary breakfast or lounge access is explained with location and hours to members who qualify Yes / No 1 pt
  9. Breakfast vouchers or lounge access are loaded on the key or handed over at check-in Yes / No 1 pt
  10. The premium Wi-Fi tier is activated for members entitled to it Yes / No 1 pt
  11. Member rate discounts appear on the folio as booked Yes / No 1 pt
  12. Guaranteed benefits that could not be delivered are compensated as the program terms state Yes / No 1 pt
  13. Compensation given for a missed benefit is recorded in the member's stay notes Yes / No 1 pt
  14. Complimentary bottled water or the in-room member amenity is in place in two elite arrival rooms checked Yes / No 1 pt
  15. Members on a redemption stay receive the same tier benefits as on a paid stay Yes / No 1 pt
  16. Missed-benefit compensations recorded in the last 30 days Number
  17. Delivery of tier benefits in the check-ins observed and rooms checked Rating
    • Every benefit offered and delivered 5 pts
    • Delivered only when the member asked 3 pts
    • Benefits missed or refused 1 pt

6. Results 17 items

  1. Property enrollment goal for the current month Number
  2. Enrollments recorded month to date Number
  3. Share of occupied rooms held by members last month (%) Number
  4. Member recognition score from the latest guest survey report Number
  5. The enrollment goal and month-to-date result are posted in the front office back area Yes / No 1 pt
  6. Enrollments are tracked by agent and shift Yes / No 1 pt
  7. Agents below their enrollment goal have had a coaching conversation this month, as noted by the front office manager Yes / No 1 pt
  8. The front office manager reviews enrollment quality (valid email, no duplicates) from the brand report each month Yes / No 1 pt
  9. Enrollments rejected by the brand as invalid or duplicate last month were followed up with the agents concerned Yes / No 1 pt
  10. The enrollment incentive for agents, where one exists, is paid on valid enrollments only Yes / No 1 pt
  11. Missing-points requests from guests are answered within the time set by the brand Yes / No 1 pt
  12. Member complaints about recognition or benefits in the last 30 days each have a recorded response Yes / No 1 pt
  13. Loyalty results are an item on the agenda of the monthly department meeting Yes / No 1 pt
  14. Corrective actions from the previous loyalty review have been completed Yes / No 1 pt
  15. Name of the front office manager Short text
  16. Overall promotion of the loyalty program at the front desk Rating
    • Enrollment offered and members recognized at every check-in observed 5 pts
    • Done by some agents or at some check-ins only 3 pts
    • Enrollment rarely offered and members not recognized 1 pt
  17. 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.

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