HOSPITALITY GUEST SERVICE ISSUE CHECKLIST

Created by ChecklistGuro (https://checklistguro.com)


--- ISSUE IDENTIFICATION & LOGGING ---
[ ] Guest Description of Issue
[ ] Issue Category (Room Issue, Food & Beverage, Service, Billing, Other)
[ ] Severity Level (1-5)
[ ] Date of Incident
[ ] Time of Incident
[ ] Reporting Staff Member ID

--- GUEST INFORMATION & VERIFICATION ---
[ ] Guest First Name
[ ] Guest Last Name
[ ] Room Number
[ ] Reservation Type (Individual, Group, Corporate)
[ ] Check-in Date
[ ] Check-out Date
[ ] Identification Type (Driver's License, Passport, Other)
[ ] Identification Number

--- ISSUE CATEGORIZATION & PRIORITIZATION ---
[ ] Issue Category (Room Issue, Food & Beverage, Service Complaint, Billing Inquiry, Property Amenity, Technical Issue)
[ ] Priority Level (High, Medium, Low)
[ ] Severity Score (1-10)
[ ] Date of Incident
[ ] Time of Incident

--- INITIAL TROUBLESHOOTING & RESOLUTION ATTEMPTS ---
[ ] Initial Issue Category (e.g., Wi-Fi, Room Service, TV) (Wi-Fi, Room Service, TV/Entertainment, HVAC, Housekeeping, Other)
[ ] First Action Taken (Restarted Device, Provided Basic Instructions, Reset Connection, Checked System Status, Other)
[ ] Number of Attempts
[ ] Detailed Description of Actions
[ ] Issue Resolved? (Yes, No)
[ ] Guest Comments (if applicable)

--- ESCALATION PROCEDURES (IF NECESSARY) ---
[ ] Escalation Tier (Tier 1, Tier 2, Tier 3)
[ ] Department to Escalate To (Maintenance, Front Desk Management, Security, IT Support)
[ ] Reason for Escalation
[ ] Estimated Resolution Time (Hours)
[ ] Escalation Date
[ ] Escalation Time
[ ] Escalation Contact Name
[ ] Escalation Reference Number (if applicable)

--- RESOLUTION & CONFIRMATION WITH GUEST ---
[ ] Resolution Method (Immediate Fix, Workaround Provided, Scheduled Repair, Issue Referred to Specialist)
[ ] Detailed Resolution Notes
[ ] Resolution Time (Minutes)
[ ] Guest Satisfaction Level (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)
[ ] Guest Comments/Feedback
[ ] Guest Signature (Confirmation)

--- DOCUMENTATION & FOLLOW-UP ---
[ ] Detailed Description of Resolution
[ ] Resolution Date
[ ] Resolution Time
[ ] Resolution Status (Resolved, Partially Resolved, Unresolved - Escalated)
[ ] Time Spent on Resolution (Minutes)
[ ] Guest Feedback (if collected)
[ ] Supporting Documentation (e.g., Photos, Emails)

--- PREVENTION & FEEDBACK ---
[ ] Root Cause Analysis Summary
[ ] Potential Contributing Factors (System Glitch, Staff Training Gap, Process Inefficiency, Equipment Malfunction, Communication Breakdown)
[ ] Frequency of Similar Issues (Past 12 Months)
[ ] Proposed Preventative Actions
[ ] Date Preventative Actions Implemented
[ ] Effectiveness of Preventative Actions (After 30 Days) (Highly Effective, Moderately Effective, Slightly Effective, Not Effective)

--- END OF TEMPLATE ---
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