Information

  • Property Name:

  • Property Code:

  • Conducted on

  • Audited Conducted by:

CHECK-IN

  • Enter Ambassador Name:

  • The Ambassador followed the 15/5 rule and was always on stage

  • The Ambassador provided a warm and genuine welcome, indigenous, where applicable

  • The Ambassador reviewed the rate, method of payment and room number discreetly

  • The Ambassador anticipated the guest needs and delighted the guest

  • The Ambassador provoked the guest to discover something new

  • The Ambassador was knowledgeable about property offerings and the local area

  • The Ambassador used the guest name during the interaction

  • The Ambassador R Image met standard

  • The Ambassador offered further assistance and provided a warm/sincere closing, thanking the guest

  • The guest felt a genuine sense of welcome

  • The overall experience met guest expectations and was free of negative detractors

NAVIGATOR

  • Enter Ambassador Name:

  • The Ambassador followed the 15/5 rule and was always on stage

  • The Ambassador anticipated the guest needs and delighted the guest

  • The Ambassador provided Insider Information on the micro-local level

  • The Ambassador used the guest name during the interaction when known

  • The Ambassador R Image met standard

  • The Ambassador offered further assistance and provided a warm/sincere closing, thanking the guest

  • The overall experience met guest expectations and was free of negative detractors

BAR/LOUNGE

  • Enter Ambassador Name:

  • The Ambassador followed the 15/5 rule and was always on stage

  • The Ambassador anticipated the guest needs and delighted the guest

  • The Ambassador was knowledgeable about beverages

  • Service delivery was prompt and efficient

  • The Ambassador used the guest name during the interaction

  • The Ambassador R Image met standard

  • The Ambassador offered further assistance and provided a warm/sincere closing, thanking the guest

  • The overall experience met guest expectations and was free of negative detractors

  • BarArts program meets standard

  • Cocktail menu must include language indicating juices are fresh squeezed

  • Lounge area meets styling and staging standards

  • Lounge signature beverage items meets standard

  • Chips with an indigenous dip is available

  • Food contents and plate presentation meets standard

  • Beverage contents and presentation meets standard

  • All beverages were visually appealing and met guest expectations in regards to taste

  • All food was visually appealing and met guest expectations in regards to taste

  • Bar/Lounge Service Area and Equipment Cleanliness

  • Bar/Lounge Service Area and Equipment Condition

  • Bar/Lounge Cleanliness - Floor

  • Bar/Lounge Condition - Floor

  • Bar/Lounge Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

  • Bar/Lounge Condition - Walls, Doors, Ceiling, Windows/Treatments

  • Bar/Lounge Cleanliness - Furniture, Equipment, Décor Items

  • Bar/Lounge Condition - Furniture, Equipment, Décor Items

IN-ROOM DINING

  • Enter Ambassador Name:

  • Telephone - The Ambassador answered the phone within three rings

  • Telephone - The Ambassador provided a warm greeting, using his/her name and with a smile in his/her voice

  • Telephone - The Ambassador followed all proper order taking procedures

  • Telephone - The Ambassador conversed in an efficient yet unhurried manner, being sensitive to the manner of the guest

  • Telephone - The Ambassador was knowledgeable about menu offerings

  • Telephone - The Ambassador anticipated the guest needs and delighted the guest

  • Telephone - The Ambassador offered further assistance to the guest

  • The Ambassador used the guest name during the interaction

  • Telephone - The Ambassador provided a warm and sincere closing, thanking the guest

DELIVERY

  • Enter Ambassador Name:

  • Delivery- The order was accurate and delivered within 45 minutes

  • Delivery - Announcement meets standard

  • Delivery - The Ambassador provided a warm verbal greeting and was always on stage

  • Delivery - The Ambassador followed all proper delivery procedures

  • Delivery - The Ambassador presentation of the meal meets standard

  • Delivery - The Ambassador anticipated the guest needs and delighted the guest

  • Delivery - The Ambassador R Image met standard

  • Delivery - The Ambassador offered further assistance and provided a warm/sincere closing, thanking the guest

  • The overall experience met guest expectations and was free of negative detractors

  • Delivery - The tray removal process was executed properly

  • Food contents and plate presentation meets standard

  • Beverage contents and presentation meets standard

  • All items were visually appealing and met guest expectations in regards to taste

  • Popular condiments served in individual containers

  • In Room Dining equipment meets standard

CLUB LOUNGE

  • Enter Ambassador Name:

  • The Ambassador followed the 15/5 rule and was always on stage

  • The Ambassador anticipated the guest needs and delighted the guest

  • The Ambassador was knowledgeable about property offerings

  • The Ambassador used the guest name during the interaction, when known

  • The Ambassador R Image met standard

  • The Ambassador offered further assistance and provided a warm/sincere closing, thanking the guest

  • The overall experience met guest expectations and was free of negative detractors

  • Food contents and plate presentation meets standards

  • Beverage contents and presentation meets standards

  • All items were visually appealing and met guest expectations in regards to taste

  • Club Lounge staffing, services and amenities meet standards

  • Club Lounge Food and Beverage meets standard

  • Club Lounge meets styling and staging standards

  • Club Lounge Cleanliness - Floor

  • Club Lounge Condition - Floor

  • Club Lounge Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

  • Club Lounge Condition - Walls, Doors, Ceiling, Windows/Treatments

  • Club Lounge Cleanliness - Furniture, Equipment, Décor Items

  • Club Lounge Condition - Furniture, Equipment, Décor Items

RESTAURANT

  • Enter Greeter's Name:

  • Greeter - The Ambassador followed the 15/5 rule and was always on stage

  • Greeter - The Ambassador R Image met standard

  • Greeter - The Ambassador escorted the guest to a table and followed proper seating procedures

  • Greeter - The Ambassador offered further assistance and provided a warm/sincere closing, thanking the guest

  • Enter Server's Name:

  • Server - The Ambassador followed the 15/5 rule and was always on stage

  • Server - The Ambassador greeted the guest with complimentary smoothie and offered coffee within one minute of seating

  • Server - Breakfast gratis item meets standard

  • Server - The Ambassador followed all proper serving procedures

  • Server - The Ambassador was efficient, yet unhurried, being sensitive to the manner of the guest

  • The Ambassador anticipated the guest needs and delighted the guest and offered suggestions

  • Restaurant Ambassador was knowledgeable about micro-local products

  • Server - The Ambassador used the guest name during the interaction

  • Server - The Ambassador R Image met standard

  • Server - The Ambassador offered further assistance and provided a warm/sincere closing, thanking the guest

  • The overall experience met guest expectations and was free of negative detractors

  • Breakfast signature items are offered and included on the menu

  • Food contents and plate presentation meets standard

  • Beverage contents and presentation meets standard

  • All items were visually appealing and met guest expectations in regards to taste

  • Signature Service Touches meet standard

  • Breakfast buffet set-up meets standard

  • Breakfast table setting meets standard, is clean and in good condition

  • Pepsi brand products are used (US)

  • Restaurant meets styling and staging standards

  • Restaurant Buffet Area and Equipment - Cleanliness

  • Restaurant Buffet Area and Equipment - Condition

  • Restaurant Area Cleanliness - Floor

  • Restaurant Area Condition - Floor

  • Restaurant Area Cleanliness - Walls, Doors, Ceiling, Windows/Treatments

  • Restaurant Area Condition - Walls, Doors, Ceiling, Windows/Treatments

  • Restaurant Area Cleanliness - Furniture, Equipment, Décor Items

  • Restaurant Area Condition - Furniture, Equipment, Décor Items

SERVICE GENERAL Based on All Ambassadors Encountered Throughout the Audit

  • The Ambassador followed the 15/5 rule in passing encounters and was always on stage-

  • The Ambassador R Image met standard

  • Ambassadors were able to offer unique, indigenous recommendations when prompted

  • Problem resolution- The Ambassador followed the L.E.A.R.N Model - (if applicable)

  • The Ambassador anticipated the guest needs and delighted the guest

  • Nightly Refresh Service is provided

  • Housekeeping carts are well-maintained and tidy when visible to guests

BEDROOM

  • Enter the evaluated room #'s followed by VR (Vacant/Ready) OR (Occupied Ready) for each

  • Guestroom wireless internet access meets standards

  • Smoke detector functional

  • Entry door safety features are fully functional

  • Closet amenities meet standards

  • Ice bucket, liner, glasses, tray and water meet standards

  • Television meets standard

  • Television brand video meets standard

  • Alarm clock/clock radio meet standards

  • Telephones meet standards

  • Coffee service meets standard

  • Hotel Guide meets standard

  • In-Room Dining guide and door knob menu meet standards

  • Reading materials, note pad/pen, cards and signs meet standard

  • Reading materials, cards and signs are clean and in good condition

  • Bedroom Cleanliness - Odor is neutral

  • Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork

  • Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork

  • Bedroom Cleanliness - Ceiling

  • Bedroom Condition - Ceiling

  • Bedroom Cleanliness - Flooring/Carpet

  • Bedroom Condition - Flooring/Carpet

  • Bedroom Cleanliness - Closet Area/Ironing Board/Iron /Safe

  • Bedroom Condition - Closet Area/Ironing Board/Iron /Safe

  • Bedroom Cleanliness - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar

  • Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar/Waste Basket

  • Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables

  • Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables

  • Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  • Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral

  • Bedroom Cleanliness - Desk and Chair/Trashcan(s)

  • Bedroom Condition - Desk and Chair/Trashcan(s)

  • Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)

  • Bedroom Condition - Upholstered Furniture (Chairs/ Ottoman/Sofa)

  • Bedroom Cleanliness - Lamps/Lighting

  • Bedroom Condition - Lamps/Lighting

  • Bedroom Cleanliness - Windows and Window Treatments

  • Bedroom Condition - Windows and Window Treatments

  • Bedroom Cleanliness - HVAC/Ventilation

  • Bedroom Condition - HVAC/Ventilation

  • Bedroom Cleanliness - Balcony/Patio Furniture/Area

  • Bedroom Condition - Balcony/Patio Furniture/Area

  • Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring

  • Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring

  • Bedroom Cleanliness - Bedding/Linens/Pillows/Shams/Coverlets/Free of Wrinkles

  • Bedroom Condition - Bedding/Linens/Pillows/Shams/Coverlets

  • Room/Suite is free of pests

BATHROOM

  • Bath/vanity amenities meet standards

  • Bath terry meets standards

  • Bath terry feels soft to the touch

  • Bathroom Cleanliness - Doors/Walls/Baseboards

  • Bathroom Condition - Doors/Walls/Baseboards

  • Bathroom Cleanliness - Ceiling

  • Bathroom Condition - Ceiling

  • Bathroom Cleanliness - Floor

  • Bathroom Condition - Floor

  • Bathroom Cleanliness - Sink/Counter/Shelves/Faucets

  • Bathroom Condition - Sink/Counter/Shelves/Faucets

  • Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures

  • Bathroom Condition - Mirrors/Lighting/Light Fixtures

  • Bathroom Cleanliness - Vents/Exhaust Fans

  • Bathroom Condition - Vents/Exhaust Fans

  • Bathroom Cleanliness - Toilet

  • Bathroom Condition - Toilet

  • Bathroom Cleanliness - Fixtures (Towel Bars/Hairdryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

  • Bathroom Condition - Fixtures (Towel Bars/ Hairdryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)

  • Bathroom Cleanliness - Linens/Terry

  • Bathroom Condition - Linens/Terry

  • Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod

  • Bathroom Condition - Shower Curtain /Shower Doors

  • Bathroom Cleanliness - Bathtub/Shower Enclosures /Plumbing Fixtures

  • Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures

HOTEL GENERAL

  • All areas meet general styling and staging standards

  • It's in the Details program meets standards

  • Brand screen saver meets standard

  • All collateral and brand identity logo's meets standards

  • Botanicals meet standard

  • Music meets standard

  • Scent program meets standards

  • Livery/Car Service meet standards

LOBBY

  • R Products Meet Specifications (Bell Carts, Umbrellas, Floor Mats etc)

  • Local Navigator Card (formerly known as In The Know Card) meet standards

  • Reception area meets styling and staging standards

  • Lobby meets styling and staging standards

  • Main Entry/Vestibule Cleanliness - General

  • Main Entry/Vestibule Condition - General

  • Lobby Cleanliness - Floor

  • Lobby Condition - Floor

  • Lobby Cleanliness - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Lobby Condition - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Lobby Cleanliness - Furniture, Equipment (Luggage Carts), Décor Items

  • Lobby Condition - Furniture, Equipment (Luggage Carts), Décor Items

BUSINESS CENTER

  • Business Center Cleanliness - Floor

  • Business Center Condition - Floor

  • Business Center Cleanliness - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Business Center Condition - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Business Center Cleanliness - Furniture, Equipment, Décor Items

  • Business Center Condition - Furniture, Equipment, Décor Items

PUBLIC RESTROOMS

  • Public Restrooms meets styling and staging standards

  • Public restrooms meet standards

  • Public Restrooms Cleanliness - Floor

  • Public Restrooms Condition - Floor

  • Public Restrooms Cleanliness - Walls, Doors, Ceiling, Vents, Lighting, Partitions

  • Public Restrooms Condition - Walls, Doors, Ceiling, Vents, Lighting, Partitions

  • Public Restrooms Cleanliness - Toilets and Urinals

  • Public Restrooms Condition - Toilets and Urinals

  • Public Restrooms Cleanliness - Sinks, Vanity, Mirrors

  • Public Restrooms Condition - Sinks, Vanity, Mirrors

  • Public Restrooms Cleanliness - Furniture, Equipment, Décor Items

  • Public Restrooms Condition - Furniture, Equipment, Décor Items

ELEVATOR

  • Elevator area meets styling and staging standards

  • Elevators Cleanliness - General

  • Elevators Condition - General

CORRIDORS

  • Corridors/Stairways Cleanliness - Floor

  • Corridors/Stairways Condition - Floor

  • Corridors/Stairways Cleanliness - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Corridors/Stairways Condition - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Corridors/Stairways Cleanliness - Furniture, Equipment, Décor Items

  • Corridors/Stairways Condition - Furniture, Equipment, Décor Items

FITNESS CENTER

  • Fitness Center amenities, styling and staging meet standards

  • Fitness Center/Exercise Room Cleanliness - Floor

  • Fitness Center/Exercise Room Condition - Floor

  • Fitness Center/Exercise Room Cleanliness - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Fitness Center/Exercise Room Condition - Walls, Doors, Ceiling, Vents, Lighting, Windows/Treatments

  • Fitness Center/Exercise Room Cleanliness - Furniture, Equipment, Décor Items

  • Fitness Center/Exercise Room Condition - Furniture, Equipment, Décor Items

POOL

  • Pool Area Cleanliness - Floor/Deck

  • Pool Area Condition - Floor/Deck

  • Pool Area Cleanliness - Walls, Fencing, Doors, Ceiling, Windows/Treatments

  • Pool Area Condition - Walls, Fencing, Doors, Ceiling, Windows/Treatments

  • Pool Area Cleanliness - Furniture, Equipment, Décor Items

  • Pool Area Condition - Furniture, Equipment, Décor Items

  • Pool/Whirlpool Cleanliness

  • Pool/Whirlpool Condition

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