Welcome · 4/5
The receptionist greeted the visitor within 20 seconds and offered assistance.
Sample report
An example of clear, actionable reporting
Illustrative sample — not an actual client assessment.
The Linden House — fictional hotel
A prospective guest asks about a two-night stay, breakfast and step-free access, then receives a short reception tour.
Example brief: assess welcome, needs discovery, information clarity and next steps. Each criterion uses an illustrative 0–5 scale: 0 = not demonstrated; 5 = fully demonstrated. These invented scores describe this example only.
Illustrative score: 13/20 (65%)
Needs discovery · 3/5
Stay dates and party size were requested; the accessibility question needed a second prompt.
Information clarity · 4/5
Breakfast times and the room rate were explained. Written accessibility information was not offered.
Next steps · 2/5
A brochure was provided, but no follow-up contact or booking next step was agreed.
Strengths
- Prompt, courteous welcome
- Clear explanation of breakfast arrangements
Improvement priorities
- Ask about access needs during the initial conversation
- Agree a specific next step before closing an enquiry
Example action tracker
Add an access-needs prompt to the enquiry checklist
Reception lead (fictional)
Within two weeks (example) · Planned
Practise agreeing a follow-up or booking next step
Guest services lead (fictional)
Within one week (example) · Planned
No actual client, visit, evidence or business performance is represented. This sample is kept separate from live assessments.