Daily Customer Follow-Up Checklist for Hospitality & Tourism
A checklist for managing daily guest communications, follow-ups, and relationship-building activities to maintain high service standards.
Includes food safety compliance (HACCP), RSA requirements, liquor licensing documentation, and tourism accreditation record keeping.
Complete Checklist
- 1Review all new guest enquiries received since the last checkCritical
- 2Respond to all outstanding guest emails within the agreed service levelCritical
- 3Return any missed phone calls from guests or prospects
- 4Follow up on any quotes or proposals that are awaiting a guest response
- 5Check the status of any guest orders in progress and proactively update guests
- 6Review and respond to any online reviews or social media mentions
- 7Address any open guest complaints or service issuesCritical
- 8Confirm upcoming appointments, bookings, or scheduled deliveries with guests
- 9Send thank-you messages to guests who completed a purchase or service
- 10Update the CRM or guest database with any new information or interactions
- 11Identify any guests at risk of churning and plan a retention action
- 12Review guest feedback forms or survey responses received
- 13Escalate any complex guest issues that require management attention
- 14Log all follow-up activities completed for the day
Frequently Asked Questions
Should follow-up activities be tracked in a CRM system?
Yes, tracking follow-ups in a CRM ensures nothing is missed and provides a complete history of guest interactions. Even a simple spreadsheet is better than relying on memory. For growing businesses, a dedicated CRM system pays for itself through improved guest retention and more efficient follow-up processes.
How do we prioritise follow-ups when there are many to complete?
Prioritise complaints and urgent issues first, then time-sensitive opportunities such as expiring quotes, followed by routine follow-ups. Use a simple tagging or flagging system in your CRM or email to categorise enquiries by urgency. Delegate where possible to ensure all guests receive timely attention.
What is an acceptable response time for guest enquiries?
Australian guests generally expect a response within 24 hours for email enquiries and within a few hours for phone messages. For social media messages and live chat, same-day responses are expected. Setting clear internal service level targets and measuring against them helps maintain consistency.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.