F&B guest experience audit checklist

Why we made this one

Hotel audit checklists score service compliance — was the guest greeted within 30 seconds, was the bathroom checked. This one asks a different question at every touchpoint: could the guest have spent money here, and was it actually possible? A pool with no menu scores perfectly on a compliance audit and is invisible to it.

What is inside

• 27 checks across arrival, pool and beach, restaurant, breakfast, in-room and golden hour
• A tick column and a notes column, built to be printed and carried
• The counting exercise: guests at the pool versus drinks in hand
• How to score findings on revenue rather than politeness

How to use it

1. 1

   Walk it as a guest would

   In order, at the times each thing actually happens. Doing it from the office at 10am is how these gaps stay invisible for years.

2. 2

   Score on revenue, not service

   For each item, ask what fixing it would be worth per day, then multiply by 365. That reframing turns a checklist into a priority list.

3. 3

   Sort by impact against effort

   The top is almost always operational — a menu that does not exist, an unstaffed hour, a payment method not offered. Fix those before anything needing capital.