– Front Desk Training – Check Out

Front Desk Training – Check Out

Goal: To utilize the guest check out as one last opportunity to build guest loyalty and make every guest a return guest

Recommended steps to use incorporate this training in your hotel:

  1. Have each GSA watch the video as many times as it takes for them to memorize the 5 steps to a checkout.
  2. Use practice scenarios to test each GSA.
  3. Hang a ‘Guest Check Out Cheat Sheet’ behind the front desk that the GSAs can refer to as they become familiar with the program.
  4. Have GSAs use our ‘Self Assessment Form’ to score each other when it is not busy.  Have one GSA conduct the check-out while a second GSA does the scoring.
  5. Have the manager or supervisor conduct self-assessments.  Have the manager sit down with each GSA and review the results.
  6. Hold each GSA accountable for hitting every step with every checkout.
  7. Schedule a Mystery Shopping Audit on a regular basis to review your progress.