Title Page
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Conducted on
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Prepared by
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Position
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Inspection Area(s)
F R O N T O F H O U S E | | R E S E R VAT I O N S
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TOTAL NUMBER OF STANDARDS : 31
R E S E R V A T I O N S
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1.1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting?
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Check that Restaurant Manager has a current ServSafe Managers certification. (For Guam, also assess that all Team Leaders have a current ServSafe Certification.)
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1.2 If the caller is put on hold, did the employee ask permission to do so, and did it not exceed 30<br>seconds or was the caller offered a call back option?
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Valid food permit posted in customer view.
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1.3 Was the background free of any noise or disturbances (i.e. makes the conversation difficult to<br>hear or causes a distraction)?
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1.4 Did the employee obtain all of the guests’ and their children’s names and ages (if applicable) and<br>clarify spelling where required?
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1.5 Did the employee clarify if the caller had stayed before?
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1.6 Did the employee clarify the purpose of visit (i.e. celebration, business, etc.)?
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1.7 Were a minimum of two room types and two room rates offered?
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1.8 Did the employee attempt to ‘right sell’ (i.e. offer rooms suitable to the individual guest’s needs)<br>by offering a higher room category and/or package and highlighting its benefits (e.g. size, view,<br>amenities, etc.) and if the requested dates were unavailable were alternative dates/properties offered?
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1.9 Did the employee use storytelling to give a sense of place and build anticipation prior to the stay?
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1.10 Did the employee clearly state the room rate and what it included/excluded (i.e. any additional fees)?
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1.11 If the caller was offered the option to join a loyalty club/marketing mailing list, was the guest’s<br>choice adhered to? Efficienc
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1.12 Did the employee obtain the caller’s telephone number?
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1.13 Did the employee obtain the caller’s e-mail address?
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1.14 Did the employee advise on payment options and explain payment terms?
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1.15 Did the employee explain the cancellation policy and if applicable, the deposit policy?
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1.16 Did the employee ascertain the expected time of arrival and advise the check in time (in the case<br>where the guest was an early arrival)?
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1.17 Did the employee clarify if the guest had any personal preferences (e.g. bed preference,<br>smoking preference)?
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1.18 Did the employee ascertain if the caller required any transport arrangements (e.g. car transfer,<br>directions etc.)?
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1.19 Was an electric and/or hybrid hotel car option promoted for transfers, where available?
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1.20 Did the employee offer any assistance with other bookings (e.g. offer to make a dinner or<br>spa reservation)?
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1.21 Did the employee repeat and confirm all details of the reservation during or at the end of the call<br>(i.e. dates of the stay, room type, rate)?
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1.22 Did the employee offer a reservation number or booking reference?
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1.23 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
C O N F I R M A T I O N
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1.24 Did the employee offer to send a confirmation and was it received within two hours of the call<br>(i.e. if call was made during the hotel’s business hours)?
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1.25 Did the confirmation show the hotel/group logo and reservations/hotel contact number and was<br>all information within the confirmation correct?
E M O T I O N A L I N T E L L I G E N C E
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1.26 Was the employee’s speech clear and use of English satisfactory, enabling engagement in twoway conversation with the guest?
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1.27 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and<br>interested manner?
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1.28 Did the employee use the caller’s name naturally and discreetly without overusing it?
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1.29 Did the employee display a high level of confidence when carrying out his/her duties and/or was<br>he/she knowledgeable when answering questions about the other hotel facilities or immediately<br>offer to find out the information required?
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1.30 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/<br>opportunities of the guest?
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1.31 Did the employee adapt to a changing situation and/or guest’s need?
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1.32 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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1.33 Did an employee personalize the interaction in any way and engage the caller as an individual?
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1.34 Did employees collaborate seamlessly to ensure service was organized and professional without<br>being intrusive or repetitive?
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1.35 Did the employee actively listen, avoid interrupting and give the guest their undivided attention<br>(i.e. the guest should not have to repeat themselves)?
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1.36 Where applicable, did the employee display self-control and empathy in challenging interactions<br>and offer a suitable alternative/resolution?
F R O N T O F H O U S E | | C H E C K - I N
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TOTAL NUMBER OF STANDARDS : 25
C H E C K - I N
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2.1 Was the guest offered assistance immediately or if a queue was present was he/she<br>positively acknowledged with hand or facial gestures within 30 seconds of approaching the<br>desk and offered assistance within 1 minute?
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2.2 If the guest was not acknowledged or offered assistance within the defined times, was an<br>apology extended?
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2.3 Was paperless check in provided (e.g. at reception or via brand app), where legally available?
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2.4 Did complete registration process take no more than 5 minutes from the time of joining the<br>queue for a city hotel and 10 minutes for a resort property?
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2.5 Was the room type, special requests (e.g. bed preference, smoking preference, etc.), prearranged bookings and departure date reconfirmed and were all details correct?
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2.6 Was the room ready by the advertised check in time?
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2.7 If the room was not ready on arrival, did the employee offer the guest access to the hotel’s facilities<br>(e.g. luggage storage, restaurants, fitness center, spa, changing rooms, room charge facility, Wi-Fi,<br>etc.) and was guest advised of estimated time that the room would be ready and kept informed<br>accordingly (e.g. via mobile, in person) with the room provided by the estimated time?
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2.8 In the case of a first time guest, did the employee (receptionist, porter, butler) offer a<br>brief orientation to the hotel by pointing out a minimum of two key hotel facilities (e.g.<br>location of breakfast restaurant, fitness center, spa, business center, etc.)?
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2.9 Did the employee offer porterage assistance?
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2.10 Did the employee escort the guest to the room (or offer to) and if this was done by a second<br>employee, was that employee introduced to the guest?
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2.11 If an escort to the room was not offered or declined, did the employee provide directions to<br>the elevators and allocated room?
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2.12 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
E M O T I O N A L I N T E L L I G E N C E
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2.13 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
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2.14 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
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2.15 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
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2.16 Did the employee use the guest’s name naturally and discreetly without overusing it?
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2.17 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
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2.18 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/<br>opportunities of the guest?
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2.19 Did the employee adapt to a changing situation and/or guest’s need?
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2.20 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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2.21 Did an employee personalize the interaction in any way and engage the guest as an individual?
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2.22 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
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2.23 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
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2.24 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
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2.25 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F R O N T O F H O U S E | | C H E C K - O U T
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TOTAL NUMBER OF STANDARDS : 25
C H E C K - O U T
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3.1 Was the guest offered assistance immediately or if a queue was present was he/she<br>positively acknowledged with hand or facial gestures within 30 seconds of approaching<br>the desk and offered assistance within 1 minute?
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3.2 Did complete check out take no more than 5 minutes from the time of joining the<br>queue (exception if stay of 5 nights or more)?
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3.3 Did the employee provide an opportunity for the guest to verify charges (e.g. print<br>folio, verbally advise, display on screen)?
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3.4 Was the bill clearly itemized, grammatically correct, accurate, complete and free of any<br>unexpected charges (e.g. charges that the guest was not made aware of)?
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3.5 If there were any incorrect charges on the folio, was the back-up documentation readily<br>available and were any incorrect charges quickly and discreetly removed?
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3.6 Did the employee clarify the method of payment and then complete the transaction in<br>a quick and efficient manner?
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3.7 Was a paperless check out provided (e.g. at reception or via brand app), where legally<br>available and was a copy of the bill offered via email in preference to a paper bill?
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3.8 If the folio was offered via email was it delivered within 2 hours of check out unless<br>advised of an expected delay, and/or if the folio was printed was it offered to be neatly<br>presented in a billfold/envelope?
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3.9 Did the employee offer assistance with luggage and onward transport or reconfirm any<br>pre-arranged transport?
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3.10 Was an electric and/or hybrid hotel car option promoted for transfers, where available?
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3.11 Did the employee ask at any point if the guest had enjoyed their stay?
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3.12 Did the employee show appreciation (e.g. thank guest) for the guest’s business and was<br>an invitation to return extended to the guest prior to their departure from the hotel?
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3.13 Did the employee offer a sincere farewell at the end of the conversation?
E M O T I O N A L I N T E L L I G E N C E
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3.14 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
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3.15 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
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3.16 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
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3.17 Did the employee use the guest’s name naturally and discreetly without overusing it?
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3.18 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
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3.19 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
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3.20 Did the employee adapt to a changing situation and/or guest’s need?
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3.21 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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3.22 Did an employee personalize the interaction in any way and engage the guest as an individual?
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3.23 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
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3.24 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
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3.25 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
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3.26 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F RO N T O F H O U S E || PORTER/DOORMAN ARRIVAL
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TOTAL NUMBER OF STANDARDS : 30
D O O R M A N A R R I V A L
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4.1 Was a porter/doorman present on arrival and if he was busy did he positively acknowledge<br>the guest with hand or facial gesture?
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4.2 Did the employee offer assistance opening car doors on arrival?
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4.3 Did the employee welcome the guest to the hotel using the hotel name?
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4.4 Did the employee offer assistance with luggage and confirm the number of pieces?
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4.5 Did the employee open hotel entrance door for the guest (unless automated or revolving door)?
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4.6 If arrival by car, did the employee offer to valet the car, give instructions on how to call for<br>the car and provide a car collection ticket?
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4.7 Did an employee escort the guest to reception and introduce him/her by name to the<br>receptionist or use technology (i.e. microphone/headpiece) to pass on the guest’s name?
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4.8 If not, did the employee offer directions to the reception desk?
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4.9 Was the guest’s luggage attended to at all times in public areas, once in the care of an employee?
P O R T E R A R R I V A L
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4.10 Was the correct luggage either present in the room on arrival or delivered within 10 minutes<br>of the guest’s arrival to the room for an urban hotel and 15 minutes for a resort hotel?
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4.11 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds,<br>and then knock on the door/ring the doorbell again and announce their department<br>before asking to enter the room?
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4.12 Did the employee offer to place all large suitcases on to luggage racks/benches in the<br>correct position (i.e. zipper facing the guest) and if additional racks were required did<br>the employee offer to get these?
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4.13 Did the employee offer to hang the guest’s coat and suit carrier (if applicable)?
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1.14 In the case of a first time guest, did the employee (receptionist, porter, butler) offer (i.e.<br>not automatically provide) the option of a brief orientation to the room by pointing out<br>a minimum of two unique/relevant features (e.g. location of safe if hidden, complex<br>technical features, etc.)?
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4.15 Did the employee (receptionist or porter) offer a specific service before departing (e.g.<br>pressing, coffee/tea, etc.)?
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4.16 In the case where the guest had to wait for his room, was the luggage placed into the<br>room prior to his/her arrival?
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4.17 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
E M O T I O N A L I N T E L L I G E N C E
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4.18 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
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4.19 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
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4.20 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly<br>and interested manner?
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4.21 Did the employee use the guest’s name naturally and discreetly without overusing it?
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4.22 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities<br>or immediately offer to find out the information required?
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4.23 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/<br>opportunities of the guest?
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4.24 Did the employee adapt to a changing situation and/or guest’s need?
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4.25 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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4.26 Did an employee personalize the interaction in any way and engage the guest as an individual?
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4.27 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
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4.28 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
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4.29 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?<br>Emotional<br>Intelli
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4.30 Where applicable, did the employee display self-control and empathy in challenging interactions<br>and offer a suitable alternative/resolution?
FRONT OF HOUSE || PORTER/DOORMAN DEPARTURE
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TOTAL NUMBER OF STANDARDS : 22
P O R T E R D E P A R T U R E
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5.1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in<br>the case of digital communication, was a response received within 3 minutes?
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5.2 Was luggage collected from the room within 8 minutes of request for an urban hotel and 15<br>minutes for a resort hotel (via telephone or digital communication), or within 5 minutes of<br>pre-requested time?
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5.3 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and<br>then knock on the door/ring the doorbell again and announce their department before<br>asking to enter the room?
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5.4 Did the employee offer to retrieve the guest’s car, arrange onward transportation or confirm<br>pre-arranged transportation?
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5.5 Did the employee confirm the number of pieces to be collected or arrive to the room with a trolley?
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5.6 Was the guest’s luggage attended to at all times in public areas, once in the care of an employee?
D O O R M A N D E P A R T U R E
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5.7 Did the employee pack the guest’s luggage into the transport and confirm the number of<br>luggage pieces at the point of departure?
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5.8 Did the employee offer car door assistance?
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5.9 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
E M O T I O N A L I N T E L L I G E N C E
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5.10 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
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5.11 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
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5.12 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly<br>and interested manner?
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5.13 Did the employee use the guest’s name naturally and discreetly without overusing it?
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5.14 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
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5.15 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/<br>opportunities of the guest?
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5.16 Did the employee adapt to a changing situation and/or guest’s need?
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5.17 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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5.18 Did an employee personalize the interaction in any way and engage the guest as an individual?
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5.19 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
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5.20 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
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5.21 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
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5.22 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
FRONT OF HOUSE || GUEST SERVICES/CONCIERGE
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TOTAL NUMBER OF STANDARDS : 31
G U E S T S E R V I C E / C O N C I E R G E
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6.1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or<br>in the case of digital communication, was a response received within 3 minutes?
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6.2 If the caller is put on hold, did the employee ask permission to do so, and did it not<br>exceed 30 seconds or was the caller offered a call back option?
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6.3 Was the background free of any noise or disturbances (i.e. makes the conversation difficult<br>to hear or causes a distraction)?
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6.4 Was the guest offered assistance immediately or if a queue was present was he/she<br>positively acknowledged with hand or facial gestures within 30 seconds of approaching<br>the desk and offered assistance within 1 minute?
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6.5 Did the employee ask questions to fully understand the guest’s needs (i.e. specific interests,<br>available time, etc.)?
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6.6 Did the employee display first-hand knowledge and local expertise by offering suitable<br>and thorough recommendations based on the information provided?
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6.7 If a restaurant recommendation was requested, did the employee ascertain the type/style of<br>restaurant preferred (e.g. casual, formal etc.) and then offer an appropriate choice of options?
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6.8 When asked for recommendations on services/dining options and the services/dining<br>options were available on property, did the employee promote the hotel’s services/<br>outlets first before suggesting outside alternatives?
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6.9 If there was an opportunity to do so, did the employee follow up on the suggestions/<br>recommendations provided to ensure the guest’s complete satisfaction?
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6.10 Did the employee offer accurate directions and/or transport options via a digital solution<br>or complimentary map of surrounding area along with information pertaining to<br>expected travel time?
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6.11 Were green mobility/travel options promoted by the hotel at the destination (i.e. cycling,<br>walking, public transport)?
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6.12 With room deliveries, did the employee knock on the door/ring the doorbell and if required wait<br>10 seconds, and then knock on the door/ring the doorbell again and announce their department?
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6.13 Were all requested in-house items delivered within 10 minutes for an urban hotel and 15<br>minutes for a resort hotel, and were items presented in a luxurious manner (i.e. on a tray,<br>wrapped in a linen cloth, etc.)?
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6.14 Where guest requests are made via in-house digital technology, was the functionality<br>intuitive and seamless and were any requested items delivered within 10 minutes for an<br>urban hotel and 15 minutes for a resort hotel ?
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6.15 Were all pre-stay enquiries/emails responded to within 12 hours and was a full response<br>received for all requests?
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6.16 Were all confirmations and information provided digitally as a priority, and if required,<br>professionally presented on hotel paper?
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6.17 If applicable/available, were all digitally communicated requests promptly acknowledged<br>in an appropriate tone (i.e. match guest’s style of conversation, but refrain from using<br>abbreviations) within 3 minutes, unless advised of a longer timeframe?
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6.18 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
E M O T I O N A L I N T E L L I G E N C E
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6.19 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
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6.20 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
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6.21 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
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6.22 Did the employee use the guest’s name naturally and discreetly without overusing it?
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6.23 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
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6.24 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
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6.25 Did the employee adapt to a changing situation and/or guest’s need?
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6.26 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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6.27 Did an employee personalize the interaction in any way and engage the guest as an individual?
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6.28 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
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6.29 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
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6.30 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
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6.31 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
H O U S E K E E P I N G | | A R R I VA L
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TOTAL NUMBER OF STANDARDS : 36
B E D R O O M
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7.1 Were the carpet/tiles/wood flooring clean and free of stains/dust?
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7.2 Were all walls, doors, baseboards clean and free of marks/dirt/smudges/dust?
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7.3 Were ceilings, vents, smoke detectors and sprinklers clean and free of any dust?
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7.4 Was the room at a comfortable temperature on arrival?
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7.5 Was the room free of odor on arrival?
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7.6 Was the bed neatly made with clean linen, which was free of stains and tears and was the<br>bed valance/skirting (if applicable) clean and neatly arranged?
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7.7 Was the headboard in good condition and if applicable, were the bedspread/blankets/<br>scatter cushions/bolsters clean?
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7.8 Was all upholstered furniture clean and free of stains?
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7.9 Were all the furniture surfaces clean and dust/smear free?
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7.10 Were all the picture/door/mirror frames clean and dust free?
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7.11 Were all the windows/mirrors/chrome/metal surfaces clean and free of smears?
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7.12 Were the curtains/voiles/shutters/blinds clean and properly fitted?
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7.13 Was the wastepaper bin clean and in excellent condition?
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7.14 Was a notepad, pen/pencil available next to each telephone in the room?
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7.15 Was all in room collateral clean and in excellent condition?
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7.16 Were the wardrobes/drawers clean and free of any scuffs, dust or debris?
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7.17 Was the television clean and correctly tuned in?
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7.18 If there were clocks in the room did they all display the correct time and were they<br>synchronized within 2 minutes of each other and were all alarm clocks reset to no alarm?
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7.19 Were all light fixtures in the bathroom and bedroom working properly and were they clean<br>and dust free?
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7.20 Was the balcony clean, swept and all balcony furniture clean and set up (weather permitting)?
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7.21 Were any pre-arrival requests/personal preferences in place on arrival (e.g. non allergic<br>pillows, baby cot, etc.)?
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7.22 Was all water provided in the room, in glass bottles or alternative eco-friendly containers<br>only (i.e. no plastic bottles)?
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7.23 Were local mineral water or hotel filtered bottled water promoted?
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7.24 Were all in-room amenities (tea/coffee making, in-room bar, etc.) clean and neatly arranged?
B A T H R O O M
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7.25 Was the bathroom completely mold free?
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7.26 Were the floor, walls, doors and ceiling clean?
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7.27 Were the shower, bath, sink and toilet clean?
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7.28 Were the showerhead and bath/sink taps polished and free of lime scale?
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7.29 Was the shower screen/door clean?
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7.30 Were all counters, shelves and soap dishes clean and dry?
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7.31 Was the wastepaper bin clean and in excellent condition?
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7.32 Was a complete set of unused amenities present on arrival and in the case of large format<br>dispensers, were contents sufficient for the stay?
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7.33 Was there a box of tissues, a well presented toilet roll and a spare toilet roll available?
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7.34 Were there 2 x clean drinking water glasses or similar present?
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7.35 Were all towels clean, unstained and in excellent repair?
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7.36 Were bathrobes and slippers present on arrival and were they clean and in excellent repair?
H O U S E K E E P I N G | | T U R N D O W N
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TOTAL NUMBER OF STANDARDS : 28
B E D R O O M
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8.1 Was a turndown service provided between 18h00 and 21h30 or at the guest’s requested time?
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8.2 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds,<br>and then knock on the door/ring the doorbell again and announce their department<br>before asking to enter the room?
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8.3 If a ‘privacy’ sign/light was present was a calling card/door knob card left under/on the<br>door or a silent message/digital communication left on the telephone?
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8.4 If the employee was encountered was he/she well presented and did they greet the guest<br>with a smile?
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8.5 If guest was present in the room during turndown/servicing, did the employee arrange to<br>return at a later convenient time when the guest was out of the room?
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8.6 Was television not left on for turndown?
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8.7 Were the scatter cushions removed and the bedspread either folded back or removed and<br>if removed, were they not placed directly on to the floor?
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8.8 Did employee fold back sheets neatly and adjust pillows accordingly whilst respecting the<br>guest’s preference (i.e. bed turned down on the correct side of bed based on previous evening)?
-
8.9 Were bedside slippers laid out next to the bed (bedside mat optional)?
-
8.10 Did employee draw curtains/blinds/shutters fully and neatly, unless purposely left open<br>due to view/seasonality?
-
8.11 Did employee turn bedside lamp/s on and in the case of key activated lighting had the<br>lighting been adjusted accordingly when the key card was inserted?
-
8.12 Was complimentary bottled/filtered drinking water provided and placed in a highly<br>visible location (e.g. bedside table, desk)?
-
8.13 Did employee empty waste bins and ashtrays?
-
8.14 Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their<br>original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them?
-
8.15 Were the guest’s clothes tidied and his/her shoes paired, with all items left in view?
-
8.16 Was the used stationery and other amenities (e.g. tea/coffee) replenished where required<br>(i.e. when all of one type of stationery/amenity was missing)?
-
8.17 Were any used glasses or room service soiled plates and cutlery removed from room and<br>replaced (where required)?
-
8.18 Was the television remote control placed on bedside table?
-
8.19 Did turndown include any additional personalized touch (e.g. amenity, bookmark, etc.)?
-
8.20 If the guest set the room temperature at a specific level, was it left unaltered for the rest of the stay?
B A T H R O O M
-
8.21 Did the hotel offer an environmental opt-out option as a default for not changing the<br>towels daily (i.e. towels not changed daily unless requested)?
-
8.22 Did the employee adhere to the guest’s chosen environmental option (i.e. not replace<br>towels if the guest has chosen the opt-out option)?
-
8.23 If the guest chose to have the used towels replaced were any used towels replaced with<br>clean ones and were they in excellent condition?
-
8.24 Was a bathmat laid out in front of the sink and available at the bathtub and shower?
-
8.25 Were all empty or almost empty amenities restocked with partially used items left in place?
-
8.26 Were the shower/bath/sink/toilet and floor wiped clean?
-
8.27 Were the bathroom water glasses cleaned and/or replaced?
-
8.28 Did the employee tidy the guest’s personal toiletries (i.e. replace lids and neatly arrange)<br>and leave them in view?
H O U S E K E E P I N G | | S E R V I C I N G
-
TOTAL NUMBER OF STANDARDS : 28
B E D R O O M
-
9.1 Was servicing completed by 15h00 each day or within 1 hour of hanging/activating the<br>'service room' sign/light?
-
9.2 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds,<br>and then knock on the door/ring the doorbell again and announce their department<br>before asking to enter the room?
-
9.3 If a 'privacy' sign/light was present was a calling card/door knob card left under/on the<br>door or a silent message/digital communication left on the telephone?
-
9.4 If the employee was encountered was he/she well presented and did they greet the guest<br>with a smile?
-
9.5 If guest was present in the room during turndown/servicing, did the employee arrange to<br>return at a later convenient time when the guest was out of the room?
-
9.6 Was the carpet/tiles/wood flooring freshly vacuumed/mopped and free of any debris?
-
9.7 Was the bed neatly made and were the bedspread/throw and decorative cushions<br>replaced, if applicable?
-
9.8 Did the employee open the blackout curtains fully and neatly with sheer curtains opened<br>or closed depending on the heat/temperature?
-
9.9 Did the employee empty the waste bins and ashtrays?
-
9.10 Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their<br>original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them?
-
9.11 Were the guest's clothes tidied and his/her shoes paired, with all items left in view?
-
9.12 Was the used stationery and other amenities (e.g. tea/coffee) rep
-
9.13 Were any used glasses or room service soiled plates and cutlery removed from room and<br>replaced (where required)?
-
9.14 Were any used laundry bags/lists replaced (if all bags/lists were removed)?
-
9.15 Were any complimentary food and beverage amenities tidily arranged and partially eaten<br>fruit removed as required?
-
9.16 If a bottle of wine/beverage was presented in an ice bucket on arrival, was the ice bucket<br>either emptied and cleaned or refreshed during servicing?
-
9.17 Were any blown light bulbs replaced?
-
9.18 Were the corridors kept clear of housekeeping service trolleys?
-
9.19 If the guest set the room temperature at a specific level, was it left unaltered for the rest<br>of the stay?
B A T H R O O M
-
9.20 Did the hotel offer an environmental opt-out option as a default for not changing the<br>sheets/towels daily (i.e. sheets/towels not changed daily unless requested)?
-
9.21 Did the employee adhere to the guest's chosen environmental option (i.e. not replace<br>towels if the guest has chosen the opt-out option)?
-
9.22 If the guest chose to have the used towels/sheets replaced were any used towels/sheets<br>replaced with clean ones and were they in excellent condition?
-
9.23 Were all empty or almost empty amenities restocked with partially used items left in place?
-
9.24 Were the shower/bath/sink/toilet and floor wiped clean?
-
9.25 Were all bath/shower and sink controls polished and was bathroom counter clean, dry<br>and free of any debris?
-
9.26 Were all mirrors clean and free of smears and was the shower curtain/door clean?
-
9.27 Were the bathroom water glasses cleaned and/or replaced?
-
9.28 Did the employee tidy the guest's personal toiletries (i.e. replace lids and neatly arrange)<br>and leave them in view?
H O U S E K E E P I N G | | L A U N D R Y
-
TOTAL NUMBER OF STANDARDS : 25
C O L L E C T I O N
-
10.1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or<br>in the case of digital communication, was a response received within 3 minutes?
-
10.2 Was the laundry/pressing collected within 10 minutes of request for urban hotels and 15<br>minutes for resort hotels?
-
10.3 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds,<br>and then knock on the door/ring the doorbell again and announce their department<br>before asking to enter the room?
D E L I V E R Y A N D P R E S E N T A T I O N
-
10.4 Was all the laundry/pressing delivered within specified time?
-
10.5 If laundry delivery was requested, was it delivered to the room within 10 minutes for an<br>urban hotel and 15 minutes for a resort hotel?
-
10.6 Where guest requests are made via in-house digital technology, was the functionality<br>intuitive and seamless and were any requested items delivered within 10 minutes for an<br>urban hotel and 15 minutes for a resort hotel ?
-
10.7 If any delay in the delivery time, was the guest informed immediately?
-
10.8 If a ‘privacy’ sign/light was present was a calling card/door knob card left under/on the<br>door or a silent message/digital communication left on the telephone?
-
10.9 Were all collected items returned and if so were they returned as requested (i.e. folded, on<br>a hanger, etc.)?
-
10.10 Were all laundry items appropriately cleaned, pressed and free of odor?
-
10.11 If a stain could not be removed from a garment was the guest informed through a printed<br>card or via a telephone message?
-
10.12 Were any personal items left in clothes (e.g. money, business cards, etc.) returned and was<br>the guest informed verbally or in writing?
-
10.13 Were all hanging garments returned on good quality hangers (i.e. not wire) and if covered<br>was this either reusable (i.e. canvas) or biodegradable (i.e. not plastic)?
-
10.14 Were folded garments delivered in a box/basket/tray?
-
10.15 Were minor repairs automatically carried out where required (e.g. buttons replaced if fallen<br>off or loose, collar stays replaced, etc.) and was the guest informed verbally or in writing?
-
10.16 Were the garments free of any staples, pins or laundry tags?
-
10.17 Were any shoes given for cleaning returned on time, cleaned/polished to a good standard<br>and well presented?
-
10.18 Was same-day laundry and 2 hour pressing available on week days?
E M O T I O N A L I N T E L L I G E N C E
-
10.19 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
-
10.20 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
-
10.21 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
-
10.22 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
10.23 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
10.24 Did the employee actively listen, avoid interrupting and give the caller their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
10.25 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F O O D A N D B E V E R A G E | | B R E A K F A S T
-
TOTAL NUMBER OF STANDARDS : 66
A R R I V A L / S E A T I N G
-
11.1 Was the guest greeted and seated at a fully laid table within 1 minute of their arrival<br>and if the restaurant was full, was the guest advised how long it would be and was this<br>timeframe adhered to?
-
11.2 If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
-
11.3 Did employees offer seating assistance, remove covers if necessary and present the<br>menu (if applicable)?
-
11.4 In the case of a buffet, did the employee offer an orientation to the breakfast procedure on<br>the guest’s first visit to the restaurant (i.e. guests should help themselves to the buffet)?
S E R V I C E
-
11.5 Did the waiter offer coffee/tea and a choice of juice (if juice was served as opposed to<br>being on the buffet) within 1 minute of seating?
-
11.6 Was the guest’s coffee/tea preference ascertained (i.e. English breakfast, Americano, etc.),<br>if not known?
-
11.7 Was coffee/tea/juice served within 5 minutes of order (8 minutes for freshly blended juices)?
-
11.8 Were drinks served and cleared using a tray?
-
11.9 Was the employee able to answer any questions with regard to the menu, its ingredients<br>and allergies, where applicable?
-
11.10 Did the employee accommodate any reasonable off menu requests?
-
11.11 Did the employee obtain a full and complete order (i.e. cooking instructions, toast<br>preference, accompaniments etc.)?
-
11.12 If special dietary requirements were provided at any point during stay, were they<br>automatically acknowledged?
-
11.13 Was the correct and complete breakfast order served within 7 minutes of order for a cold<br>breakfast and 10 minutes of order for a hot breakfast, unless the employee informed the<br>agent of an expected delay (i.e. due to longer preparation times)?
-
11.14 Were all plated items served with as little disruption to the guest as possible and with<br>the correct order served to each guest without any prompting required?
-
11.15 Did the waiter ascertain if the guest required any condiments/sauces and were they<br>served in the appropriate containers (i.e. decanted from the bottle or miniatures)?
-
11.16 Did the employee replace cutlery as required?
-
11.17 Were dishes cleared within 5 minutes of guests finishing their meals or as required<br>during the meal?
-
11.18 Were coffee/tea/juice refills offered within 2 minutes and served within 5 minutes?
-
11.19 Did the employee offer a clean cup when a fresh pot of coffee/tea was offered?
-
11.20 Did an employee visit the table to ascertain at any point if service was satisfactory?
-
11.21 Was the bill clearly itemized and correct and was it promptly presented during the meal<br>or within 3 minutes of request (n/a if included in room rate) in a clean billfold (or similar)<br>that was in good condition?
-
11.22 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
B U F F E T ( I F A P P L I C A B L E )
-
11.23 Was the buffet clean, attractively presented, well laid out and the food sufficiently covered<br>(i.e. in the case of outdoor venues)?
-
11.24 Did the buffet include a local or seasonal specialty?
-
11.25 Was an ‘a la minute’ option available on the buffet for egg dishes or advertised on the menu?
-
11.26 Were any unidentifiable food or beverage items clearly labeled and did they indicate<br>allergens where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and<br>consistent in appearance?
-
11.27 Were all dishes replenished as required?
-
11.28 Were the appropriate crockery, service utensils and glassware available?
-
11.29 Was a chef present behind the buffet at all times (where a working station was present)?
-
11.30 In the case of hot foods did the chef present a clean warm plate?
M E N U A N D F O O D
-
11.31 Was the menu clean, in good repair, grammatically correct and easy to read?
-
11.32 Were at least two dishes/options available from the following options - healthy, vegan,<br>organic, gluten-free, lactose-free and fat-free items available (on the menu/buffet or<br>advised by an employee)?
-
11.33 Was the food presented in an appealing manner and did it directly resemble its description<br>from the menu?
-
11.34 Was the food fresh and of good flavor?
-
11.35 Was the texture of the food appropriate?
-
11.36 Was the food cooked as requested and served at the correct temperature?
-
11.37 Was the option of locally sourced/sustainably certified fish stated on the menu or<br>advised by an employee?
-
11.38 Was locally sourced food available and stated on the menu or advised by the employee<br>(regionally sourced acceptable for remote regions)?
-
11.39 Were at least two fresh juices available?
-
11.40 Were breads/bakery items of excellent quality?
-
11.41 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
-
11.42 Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised<br>by the employee?
T A B L E L A Y O U T / R E S T A U R A N T
-
11.43 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately<br>spaced, temperature is comfortable, music is played at an appropriate level)?
-
11.44 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid<br>when guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
-
11.45 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper<br>not acceptable)?
-
11.46 Were the correct cutlery, crockery and glassware provided and were they clean and in<br>good repair?
-
11.47 Were all food and beverages free of single-use plastic?
-
11.48 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no<br>plastic bottles)?
-
11.49 Was local mineral water or hotel filtered bottled water promoted?
-
11.50 If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?
-
11.51 Were salt and pepper cruets available, or offered, and if so were they clean and full?
-
11.52 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered<br>with the coffee/tea (n/a for green tea/herbal teas)?
-
11.53 Was there a minimum of three different preserves available on the table or at the<br>buffet (honey is acceptable) and were they served in appropriate containers (i.e. not<br>sachet/blister packs)?
E M O T I O N A L I N T E L L I G E N C E
-
11.54 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
-
11.55 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
-
11.56 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
-
11.57 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
11.58 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
11.59 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
-
11.60 Did the employee adapt to a changing situation and/or guest’s need?
-
11.61 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
11.62 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
11.63 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
11.64 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
11.65 Did employees maintain alert postures and respect the guest’s presence when<br>interacting with each other?
-
11.66 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F O O D A N D B E V E R A G E | | R E S TA U R A N T
-
TOTAL NUMBER OF STANDARDS : 80
R E S E R V A T I O N
-
12.1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or<br>in the case of an in-person reservation was the guest acknowledged within 1 minute, or in<br>the case of digital communication, responded to within 3 minutes?
-
12.2 Did the employee obtain the guest’s name and use the caller’s name at least once during<br>the conversation?
-
12.3 Did the employee obtain the number of people dining, the dining time and the telephone/<br>room number?
-
12.4 Did the employee repeat and confirm the details?
-
12.5 Did the interaction end with the employee offering a warm and sincere closing?
-
12.6 Did the employee enquire if the reservation was for a special occasion and if the caller had<br>any special requirements?
A R R I V A L / S E A T I N G
-
12.7 Was the guest greeted and seated at a fully laid table within 1 minute of their arrival<br>and if the restaurant was full, was the guest advised how long it would be and was this<br>timeframe adhered to?
-
12.8 If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
-
12.9 Did employees offer seating assistance and remove covers if necessary?
-
12.10 Did the employee present the menu/wine list within 5 minutes of being seated?
-
12.11 Where restaurant lighting was dimmed, was alternative lighting source provided for the<br>menu (e.g. menu light) and were reading glasses available on request?
-
12.12 In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in<br>cool conditions?
S E R V I C E
-
12.13 Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink?
-
12.14 Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set<br>priced menus and/or any items that were not available?
-
12.15 For first time guests, did the employee offer to give a brief introduction to the concept<br>of the restaurant?
-
12.16 Did the waiter automatically suggest water and ascertain the guest’s preference (i.e. still/<br>sparkling/filtered)
-
12.17 Was local mineral water or hotel filtered bottled water promoted?
-
12.18 Was the food and beverage order taken within 10 minutes of menu being offered?
-
12.19 Was the employee able to answer any questions with regard to the menu, its ingredients<br>and allergies, where applicable?
-
12.20 Did the employee accommodate any reasonable off menu requests?
-
12.21 Did the employee obtain a full and complete order (i.e. cooking instructions,<br>accompaniments etc.)?
-
12.22 If special dietary requirements were provided at any point during stay, were they<br>automatically acknowledged?
-
12.23 Did the waiter automatically suggest a starter and side orders (if applicable) for each guest?
-
12.24 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where<br>applicable and were they of excellent quality?
-
12.25 Did the employee/sommelier have good product knowledge with regard to the wines/<br>beverages and did he/she recommend a suitable wine to accompany the meal?
-
12.26 Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails)<br>unless advised of a delay?
-
12.27 Were drinks served and cleared using a tray?
-
12.28 Was the starter served within 15 minutes of order or previous course (e.g. amuse bouche),<br>unless the employee advised of an expected delay due to preparation times?
-
12.29 Was the main course served within 20 minutes of starter/previous course (e.g. amuse<br>bouche) being removed or within 30 minutes if no starter was ordered, unless the<br>employee informed the agent of an expected delay?
-
12.30 Were all plated items served with as little disruption to the guest as possible and with the<br>correct order served to each guest without any prompting required?
-
12.31 Were all appropriate condiments/sauces offered and were they served in the appropriate<br>containers (i.e. decanted from the bottle or miniatures)?
-
12.32 Were dishes cleared within 5 minutes of guests finishing their meals or as required<br>during the meal?
-
12.33 Did the waiter remove side plate, side knife, butter and cruets and then crumb down the<br>table on completion of the main course in the case of a formal restaurant?
-
12.34 Did the waiter automatically offer desserts, either verbally or by presenting the menu?
-
12.35 Was the dessert served within 10 minutes of the order being taken unless the employee<br>informed the guest of an expected delay?
-
12.36 Did the waiter automatically offer coffee/tea and clarify the guest’s coffee/tea preference<br>(i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?
-
12.37 Was the coffee/tea served within 5 minutes of order?
-
12.38 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered<br>with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet<br>(e.g. cookie, petit four, etc.)?
-
12.39 In the case of a formal restaurant, did the waiter suggest dessert wine and/or post-meal drinks?
-
12.40 Did an employee visit the table to ascertain at any point if service was satisfactory?
-
12.41 Was the bill clearly itemized and correct and was it promptly presented during the meal or<br>within 3 minutes of request in a clean billfold (or similar) that was in good condition?
-
12.42 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
W I N E / B E V E R A G E S E R V I C E
-
12.43 Did the waiter present the wine to the guest and open the bottle at the table (n/a for<br>Enomatic wine system, or similar, by the glass)?
-
12.44 Did the waiter pour a small amount of wine for the guest to sample and upon confirmation<br>that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine system, or similar,<br>by the glass)?
-
12.45 Was red wine served at room/appropriate temperature and white/rosé wine chilled?
-
12.46 Did the waiter top up the glass as required?
-
12.47 Did the waiter automatically offer an additional bottle of wine/water upon completion<br>of the first?
-
12.48 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned,<br>bottled or mixed drinks (not applicable to cocktails)?
-
12.49 Did the waiter offer an additional beverage within 2 minutes of drink being empty?
M E N U A N D F O O D
-
12.50 Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
-
12.51 Were at least two starters, two main courses and one dessert available from the following<br>options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
-
12.52 Was the food presented in an appealing manner and did it directly resemble its description<br>from the menu?
-
12.53 Was the food fresh and of good flavor?
-
12.54 Was the texture of the food appropriate?
-
12.55 Was the food cooked as requested and served at the correct temperature?
-
12.56 Was the option of locally sourced/sustainably certified fish stated on the menu or<br>advised by an employee?
-
12.57 Was locally sourced food available and stated on the menu or advised by the employee<br>(regionally sourced acceptable for remote regions)?
-
12.58 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
-
12.59 Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised<br>by the employee?
T A B L E L A Y O U T / R E S T A U R A N T
-
12.60 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately<br>spaced, temperature is comfortable, music is played at an appropriate level)?
-
12.61 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when<br>guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
-
12.62 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears<br>(paper not acceptable)?
-
12.63 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
-
12.64 Were all food and beverages free of single-use plastic?
-
12.65 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e.<br>no plastic bottles)?
-
12.66 If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?
-
12.67 Were salt and pepper cruets available, or offered, and if so were they clean and full?
E M O T I O N A L I N T E L L I G E N C E
-
12.68 Were employees well groomed and neatly presented in clean, well fitted uniforms and,<br>if applicable, wearing name badges, resulting in a positive first impression?
-
12.69 Was the employee’s speech clear and use of English satisfactory, enabling engagement<br>in two-way conversation with the guest?
-
12.70 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
-
12.71 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
12.72 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
12.73 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
-
12.74 Did the employee adapt to a changing situation and/or guest’s need?
-
12.75 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
12.76 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
12.77 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
12.78 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
12.79 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
-
12.80 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F O O D A N D B E V E R A G E | | B U F F E T
-
TOTAL NUMBER OF STANDARDS : 75
R E S E R V A T I O N
-
13.1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or<br>in the case of an in-person reservation was the guest acknowledged within 1 minute, or in<br>the case of digital communication, responded to within 3 minutes?
-
13.2 Did the employee obtain the guest’s name and use the caller’s name at least once during<br>the conversation?
-
13.3 Did the employee obtain the number of people dining, the dining time and the telephone/<br>room number?
-
13.4 Did the employee repeat and confirm the details?
-
13.5 Did the interaction end with the employee offering a warm and sincere closing?
-
13.6 Did the employee enquire if the reservation was for a special occasion and if the caller had<br>any special requirements?
A R R I V A L / S E A T I N G
-
13.7 Was the guest greeted and seated at a fully laid table within 1 minute of their arrival<br>and if the restaurant was full, was the guest advised how long it would be and was this<br>timeframe adhered to?
-
13.8 If the guest was kept waiting did the employee acknowledge this and apologize for the delay?
-
13.9 Did employees offer seating assistance and remove covers if necessary?
-
13.10 Did the employee present the menu/wine list within 5 minutes of being seated?
-
13.11 Where restaurant lighting was dimmed, was alternative lighting source provided for the<br>menu (e.g. menu light) and were reading glasses available on request?
-
13.12 In the case of al fresco dining, was a pashmina/blanket/direct heating facility offered in<br>cool conditions?
-
13.13 Did the employee offer a buffet orientation on the guest’s first visit to the restaurant?
S E R V I C E
-
13.14 Did an employee greet the guest within 1 minute of seating and offer a pre-meal drink?
-
13.15 Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set<br>priced menus and/or any items that were not available?
-
13.16 If special dietary requirements were provided at any point during stay, were they<br>automatically acknowledged?
-
13.17 For first time guests, did the employee offer to give a brief introduction to the concept<br>of the restaurant?
-
13.18 Was bread served at the table or available on the buffet?
-
13.19 Did the waiter automatically suggest water and ascertain the guest’s preference (i.e. still/<br>sparkling/filtered)
-
13.20 Was local mineral water or hotel filtered bottled water promoted?
-
13.21 Did the employee/sommelier have good product knowledge with regard to the wines/<br>beverages and did he/she recommend a suitable wine to accompany the meal?
-
13.22 Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails)<br>unless advised of a delay?
-
13.23 Were drinks served and cleared using a tray?
-
13.24 Did the employee replace cutlery as required?
-
13.25 Were all appropriate condiments/sauces offered and were they served in the appropriate<br>containers (i.e. decanted from the bottle or miniatures)?
-
13.26 Were dishes cleared within 5 minutes of guests finishing their meals or as required<br>during the meal?
-
13.27 Did the waiter automatically offer coffee/tea and clarify the guest’s coffee/tea preference<br>(i.e. cappuccino, espresso etc.) or equivalent if specialty cuisine (i.e. green tea)?
-
13.28 Was the coffee/tea served within 5 minutes of order?
-
13.29 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered<br>with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet<br>(e.g. cookie, petit four, etc.)?
-
13.30 Did an employee visit the table to ascertain at any point if service was satisfactory?
-
13.31 Was the bill clearly itemized and correct and was it promptly presented during the meal or<br>within 3 minutes of request in a clean billfold (or similar) that was in good condition?
-
13.32 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
W I N E / B E V E R A G E S E R V I C E
-
13.33 Did the waiter present the wine to the guest and open the bottle at the table (n/a for<br>Enomatic wine system, or similar, by the glass)?
-
13.34 Did the waiter pour a small amount of wine for the guest to sample and upon confirmation<br>that it was satisfactory, fill the glass accordingly (n/a for Enomatic wine system, or similar,<br>by the glass)?
-
13.35 Was red wine served at room/appropriate temperature and white/rosé wine chilled?
-
13.36 Did the waiter top up the glass as required?
-
13.37 Did the waiter automatically offer an additional bottle of wine/water upon completion<br>of the first?
-
13.38 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned,<br>bottled or mixed drinks (not applicable to cocktails)?
-
13.39 Did the waiter offer an additional beverage within 2 minutes of drink being empty?
B U F F E T
-
13.40 Was the buffet clean, attractively presented, well laid out and the food sufficiently covered<br>(i.e. in the case of outdoor venues)?
-
13.41 Were at least two starters, two main courses and one dessert available from the following<br>options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
-
13.42 Were any unidentifiable food or beverage items clearly labeled and did they indicate<br>allergens where required (i.e. dairy, nuts, gluten, etc.), were the labels clean and<br>consistent in appearance?
-
13.43 Were all dishes replenished as required?
-
13.44 Were the appropriate crockery, service utensils and glassware available?
-
13.45 Was a chef present behind the buffet at all times (where a working station was present)?
-
13.46 In the case of hot foods did the chef present a clean warm plate?
F O O D
-
13.47 Was the food fresh and of good flavor?
-
13.48 Was the texture of the food appropriate?
-
13.49 Was the food presented in an appealing manner and did it directly resemble its description<br>from the menu?
-
13.50 Was the food cooked as requested and served at the correct temperature?
-
13.51 Was the option of locally sourced/sustainably certified fish stated on the menu or<br>advised by an employee?
-
13.52 Was locally sourced food available and stated on the menu or advised by the employee<br>(regionally sourced acceptable for remote regions)?
-
13.53 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
-
13.54 Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised<br>by the employee?
T A B L E L A Y O U T / R E S T A U R A N T
-
13.55 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately<br>spaced, temperature is comfortable, music is played at an appropriate level)?
-
13.56 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when<br>guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
-
13.57 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears<br>(paper not acceptable)?
-
13.58 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
-
13.59 Were all food and beverages free of single-use plastic?
-
13.60 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e.<br>no plastic bottles)?
-
13.61 If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?
-
13.62 Were salt and pepper cruets available, or offered, and if so were they clean and full?
E M O T I O N A L I N T E L L I G E N C E
-
13.63 Were employees well groomed and neatly presented in clean, well fitted uniforms and,<br>if applicable, wearing name badges, resulting in a positive first impression?
-
13.64 Was the employee’s speech clear and use of English satisfactory, enabling engagement<br>in two-way conversation with the guest?
-
13.65 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
-
13.66 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
13.67 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
13.68 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
-
13.69 Did the employee adapt to a changing situation and/or guest’s need?
-
13.70 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
13.71 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
13.72 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
13.73 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
13.74 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
-
13.75 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F O O D A N D B E V E R A G E | | L I G H T M E A L S
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TOTAL NUMBER OF STANDARDS : 55
S E R V I C E
-
14.1 Was the guest greeted or acknowledged within 1 minute upon entering the restaurant/<br>lounge or within 5 minutes if seated at the beach or poolside lounger?
-
14.2 Did the employee present a menu (if applicable) and offer to take the food and beverage<br>order within 5 minutes of seating, or within 5 minutes of presenting a menu if seated at the<br>beach/poolside lounger?
-
14.3 Was local mineral water or hotel filtered bottled water promoted?
-
14.4 Did the employee explain any specials of the day where applicable (i.e. soup, fish, etc.), set<br>priced menus and/or any items that were not available?
-
14.5 Was the employee able to answer any questions with regard to the menu, its ingredients<br>and allergies, where applicable?
-
14.6 Did the employee accommodate any reasonable off menu requests?
-
14.7 Did the employee obtain a full and complete order (i.e. cooking instructions, accompaniments etc.)?
-
14.8 If special dietary requirements were provided at any point during stay, were they<br>automatically acknowledged?
-
14.9 Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails)<br>unless advised of a delay?
-
14.10 Were drinks served and cleared using a tray?
-
14.11 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned,<br>bottled or mixed drinks (not applicable to cocktails)?
-
14.12 Was the correct order served within 15 minutes of order or 20 minutes if ordered from the<br>beach/poolside lounger, unless the employee informed the guest of an expected delay (i.e.<br>due to longer preparation times)?
-
14.13 Were all plated items served with as little disruption to the guest as possible and with the<br>correct order served to each guest without any prompting required?
-
14.14 Were all appropriate condiments/sauces offered and were they served in the appropriate<br>containers (i.e. decanted from the bottle or miniatures)?
-
14.15 Did the waiter offer an additional beverage within 2 minutes of drink being empty or 5<br>minutes if seated at the beach/poolside lounger?
-
14.16 Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?
-
14.17 Did the waiter automatically offer desserts, either verbally or by presenting the menu?
-
14.18 Was dessert served within 10 minutes of order being taken or within 15 minutes if<br>seated at the beach/poolside lounger?
-
14.19 Did the waiter automatically offer coffee/tea and clarify the guest’s coffee/tea<br>preference (i.e. cappuccino, espresso etc.) n/a to beach/poolside lounger service?
-
14.20 Was the coffee/tea served within 5 minutes of order?
-
14.21 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered<br>with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet<br>(e.g. cookie, petit four, etc.)?
-
14.22 Did an employee visit the table to ascertain at any point if service was satisfactory?
-
14.23 Was the bill clearly itemized and correct and was it promptly presented during the meal or<br>within 3 minutes of request in a clean billfold (or similar) that was in good condition?
-
14.24 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
M E N U A N D F O O D
-
14.25 Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
-
14.26 Were at least two starters, two main courses and one dessert available from the following<br>options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
-
14.27 Was the food presented in an appealing manner and did it directly resemble its description<br>from the menu?
-
14.28 Was the food fresh and of good flavor?
-
14.29 Was the texture of the food appropriate?
-
14.30 Was the food cooked as requested and served at the correct temperature?
-
14.31 Was the option of locally sourced/sustainably certified fish stated on the menu or<br>advised by an employee?
-
14.32 Was locally sourced food available and stated on the menu or advised by the employee<br>(regionally sourced acceptable for remote regions)?
-
14.33 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
-
14.34 Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised<br>by the employee?
T A B L E L A Y O U T / R E S T A U R A N T
-
14.35 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately<br>spaced, temperature is comfortable, music is played at an appropriate level)?
-
14.36 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when<br>guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
-
14.37 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears<br>(paper not acceptable)?
-
14.38 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
-
14.39 Were all food and beverages free of single-use plastic?
-
14.40 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e.<br>no plastic bottles)?
-
14.41 If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?
-
14.42 Were salt and pepper cruets available, or offered, and if so were they clean and full?
E M O T I O N A L I N T E L L I G E N C E
-
14.43 Were employees well groomed and neatly presented in clean, well fitted uniforms and,<br>if applicable, wearing name badges, resulting in a positive first impression?
-
14.44 Was the employee’s speech clear and use of English satisfactory, enabling engagement<br>in two-way conversation with the guest?
-
14.45 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
-
14.46 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
14.47 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
14.48 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
-
14.49 Did the employee adapt to a changing situation and/or guest’s need?
-
14.50 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
14.51 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
14.52 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
14.53 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
14.54 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
-
14.55 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F O O D A N D B E V E R A G E | | D R I N K S S E R V I C E
-
TOTAL NUMBER OF STANDARDS : 39
S E R V I C E
-
15.1 Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge?
-
15.2 Did the employee offer to take the drinks order within 3 minutes of seating?
-
15.3 Did the employee show good product knowledge when taking the order and promote<br>local/signature drinks, where applicable?
-
15.4 Did the drinks menu include one or more crafted non-alcoholic option(s)?
-
15.5 Did the employee offer a choice of brand/variety when taking the drink order if there was an<br>opportunity to do so?
-
15.6 Did the employee offer the option to order food or supply a restaurant menu?
-
15.7 Was the correct drinks order served within 5 minutes of order (8 minutes for cocktails)<br>unless advised of a delay?
-
15.8 Was the correct order served to each guest without any prompting required?
-
15.9 Were drinks served and cleared using a tray?
-
15.10 Was the beverage poured in front of the guest (i.e. not pre-poured) in the case of canned,<br>bottled or mixed drinks (not applicable to cocktails)?
-
15.11 If wine by the glass is ordered, did the waiter present the bottle and offer a sample before<br>filling the glass accordingly (n/a for Enomatic wine system, or similar, by the glass)?
-
15.12 Did the waiter supply and place drinks on coasters (not required for stemware)?
-
15.13 Were the drinks served in the correct, clean (unchipped) glassware with the appropriate<br>fresh garnish and a non-plastic stir stick/straw (if required)?
-
15.14 Were drinks served at the appropriate temperature (chilled, room temperature, etc.)?
-
15.15 Did the waiter automatically offer a minimum of two varieties of snacks, and in the case of<br>shelled nuts or olives, was a pit bowl provided?
-
15.16 Were the snacks fresh and of good quality?
-
15.17 Were the snacks topped up as required?
-
15.18 Did the waiter supply serviettes/cocktail napkins with the snacks/drinks?
-
15.19 Did the waiter offer an additional beverage within 2 minutes of drink being empty?
-
15.20 Was the bill clearly itemized and correct and was it promptly presented or within 3 minutes<br>of request in a clean billfold (or similar) that was in good condition?
-
15.21 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
T A B L E L A Y O U T / B A R
-
15.22 Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately<br>spaced, temperature is comfortable, music is played at an appropriate level)?
-
15.23 Were all tables in the restaurant consistently laid up and promptly cleared and re-laid when<br>guests depart (i.e. cleared within 5 minutes and re-laid within 5 minutes of clearing)?
-
15.24 If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?
-
15.25 Were all food and beverages free of single-use plastic?
-
15.26 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no<br>plastic bottles)?
E M O T I O N A L I N T E L L I G E N C E
-
15.27 Were employees well groomed and neatly presented in clean, well fitted uniforms and,<br>if applicable, wearing name badges, resulting in a positive first impression?
-
15.28 Was the employee’s speech clear and use of English satisfactory, enabling engagement<br>in two-way conversation with the guest?
-
15.29 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
-
15.30 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
15.31 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
15.32 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
-
15.33 Did the employee adapt to a changing situation and/or guest’s need?
-
15.34 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
15.35 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
15.36 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
15.37 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
15.38 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
-
15.39 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
F O O D A N D B E V E R A G E | | I N - R O O M D I N I N G
-
TOTAL NUMBER OF STANDARDS : 64
O R D E R T A K I N G
-
16.1 Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting, or<br>in the case of digital communication, responded to within 3 minutes?
-
16.2 If the caller is put on hold, did the employee ask permission to do so, and did it not exceed<br>30 seconds or was the caller offered a call back option?
-
16.3 Was the background free of any noise or disturbances (i.e. makes the conversation difficult<br>to hear or causes a distraction)?
-
16.4 Was the employee able to answer any questions with regard to the menu, its ingredients<br>and allergies, where applicable?
-
16.5 Did the employee obtain a full and complete order (i.e. cooking instructions,<br>accompaniments etc.)?
-
16.6 If special dietary requirements were provided at any point during stay, were they<br>automatically acknowledged?
-
16.7 Did the employee accommodate any reasonable off menu requests?
-
16.8 If a hot or cold dessert was ordered, did the employee offer the guest the option of serving<br>it upon completion of the main course?
-
16.9 Did the employee ascertain the number of people dining?
-
16.10 Did the employee repeat the order either during or at the end of the call?
-
16.11 Did the employee advise delivery time?
-
16.12 In the case of digital orders (e.g. tablet, via television, etc.) was the facility easy to use and<br>was the correct order delivered on time?
S A L E S
-
16.13 Did the order taker suggest a starter and/or side order that was appropriate to the order?
-
16.14 Did the order taker offer beverages (e.g. wine, beer, soft drink, coffee, etc.) with the meal?
-
16.15 Was local mineral water or hotel filtered bottled water promoted?
-
16.16 Did the order taker suggest dessert with the meal?
-
16.17 Was the order served in the standard time (Breakfast order card - 5 minutes of requested<br>time. Telephone orders - Breakfast 25/30 minutes for urban/resort; Lunch/Dinner 30/40<br>minutes for urban/resort) and if an estimated delivery time was given, was the order<br>served within 5 minutes of the stated time?
-
16.18 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and<br>then knock on the door/ring the doorbell again and announce their department before<br>asking to enter the room?
-
16.19 Did the employee ask/suggest where the guest would like the tray/trolley to be placed?
-
16.20 Did the employee secure the table leaf and set the table?
-
16.21 Did the employee position the chairs accordingly?
-
16.22 Did the employee offer to pour the beverages, remove the cloche/s and stancap/s as applicable?
-
16.23 Did the employee confirm the order and was it correct and complete?
-
16.24 Did the employee inform the guest of tray/trolley collection procedures or was a tray<br>removal card present?
-
16.25 Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that<br>was in good condition?
-
16.26 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
-
16.27 If tray/trolley removal was requested, was it collected within 10 minutes for urban hotels<br>and 15 minutes for resort hotels?
M E N U A N D F O O D
-
16.28 Was the menu/wine list clean, in good repair, grammatically correct and easy to read?
-
16.29 Were at least two starters, two main courses and one dessert available from the following<br>options: vegan, gluten-free and lactose-free (on the menu/buffet or advised by an employee)?
-
16.30 Was the food presented in an appealing manner and did it directly resemble its description<br>from the menu?
-
16.31 Was the food fresh and of good flavor?
-
16.32 Was the texture of the food appropriate?
-
16.33 Was the food cooked as requested and served at the correct temperature?
-
16.34 Was the option of locally sourced/sustainably certified fish stated on the menu or<br>advised by an employee?
-
16.35 Was locally sourced food available and stated on the menu or advised by the employee<br>(regionally sourced acceptable for remote regions)?
-
16.36 Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed?
-
16.37 Were tea/coffee locally sourced/sustainably certified and stated on the menu or advised<br>by the employee?
-
16.38 Were at least two fresh juices available?
-
16.39 Were bread/rolls or specialty cuisine equivalent (i.e. prawn crackers) served, where<br>applicable and were they of excellent quality?
T R A Y / T R O L L E Y L A Y O U T
-
16.40 Was the room service tray/trolley clean and in good repair?
-
16.41 Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears<br>(paper not acceptable)?
-
16.42 Were the correct cutlery, crockery and glassware provided and were they clean and in good repair?
-
16.43 Were all food and beverages free of single-use plastic?
-
16.44 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no<br>plastic bottles)?
-
16.45 If butter/olive oil was provided, was it fresh and well presented (i.e. no blister packs acceptable)?
-
16.46 Were salt and pepper cruets available and if so, were they clean and full?
-
16.47 Was a fresh floral or a table decoration present?
-
16.48 Was all food covered with a cloche and/or some form of covering?
-
16.49 Were the appropriate condiments/sauces served with the meal and were they decanted<br>into the appropriate dishes or in miniature form?
-
16.50 Were milk/cream and a full sugar selection (i.e. white, brown, sweetener/stevia) offered<br>with the coffee/tea (n/a for green tea/herbal teas) and was it accompanied by a sweet (e.g.<br>cookie, petit four, etc.)?
-
16.51 In the case of breakfast was there a minimum of three different preserves available (honey is<br>acceptable) and were they served in appropriate containers (i.e. not sachet/blister packs)?
E M O T I O N A L I N T E L L I G E N C E
-
16.52 Were employees well groomed and neatly presented in clean, well fitted uniforms and,<br>if applicable, wearing name badges, resulting in a positive first impression?
-
16.53 Was the employee’s speech clear and use of English satisfactory, enabling engagement<br>in two-way conversation with the guest?
-
16.54 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free),<br>friendly and interested manner?
-
16.55 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
16.56 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
16.57 Was service anticipatory/intuitive with the employee thinking ahead to act on future<br>needs/opportunities of the guest?
-
16.58 Did the employee adapt to a changing situation and/or guest’s need?
-
16.59 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
16.60 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
16.61 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
16.62 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
16.63 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
-
16.64 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
P R O D U C T | | R O O M
-
TOTAL NUMBER OF STANDARDS : 62
B E D R O O M
-
17.1 Was the décor luxurious/current in appearance and well coordinated throughout the room?
-
17.2 Did the majority of rooms provide an abundance of space (minimum of 30 meters<br>squared for city hotels and 40 meters squared (including bathrooms) for resorts) and was<br>the furniture arranged in a way that allowed freedom of movement throughout the room?
-
17.3 Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area<br>rugs or high density carpet) and was it in good repair?
-
17.4 Were the wall surfaces well maintained and enhanced with several design elements (i.e.<br>wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)?
-
17.5 Were all areas of the room extremely well lit (i.e. both sides of the bed, at workspace and<br>sitting area) with custom high quality light fixtures?
-
17.6 Was individually controlled lighting available from the bed and could all room lights be<br>switched off from the bed?
-
17.7 Was LED lighting (excluding smoke detectors) within the room minimized in a way that<br>limited light pollution and ensured that it did not interfere with guest’s sleep?
-
17.8 Was all furniture well maintained and of a high quality (i.e. solid wood, upscale fabrics, etc.)?
-
17.9 Were all fabrics (curtains, upholstery, bedspread) fresh in appearance and of good quality?
-
17.10 Was comfortable seating provided for two people in the room that was of the appropriate<br>height for a room service trolley/table (the bed cannot be a form of seating)?
-
17.11 Was an occasional table/side table and seating provided in the room?
-
17.12 Was the workspace of a good size and conducive to business needs (i.e. multiple, easily<br>accessible unused electrical outlets, clutter free) with a chair of the correct height?
-
17.13 Was the room adequately soundproofed?
-
17.14 Was an adjustable climate control panel provided which was appropriate to the destination<br>and if so, was it quiet and in good working order?
-
17.15 Did the curtains offer a complete blackout when closed?
-
17.16 Were the pillows and mattress comfortable and the bed linen of good quality (i.e. 100% cotton)?
-
17.17 Was there ample well lit full hanging (i.e. for dresses) and drawer/shelf space available for a<br>minimum of two guests?
-
17.18 Were matching good quality hangers provided (i.e. wooden and not anti-theft) and did they<br>consist of suit, padded and clip hangers?
-
17.19 Was a flat screen television present and was the screen a minimum of 42 inches?
-
17.20 Were television/remote control in good condition/working order and did they offer<br>multilingual channels as well as high definition channels and either a printed or television/<br>tablet enabled channel guide?
-
17.21 Was there a movie on demand option available or was it possible to stream media content,<br>and in the case of streaming media content was it easy to connect?
-
17.22 Was all technology (e.g. tablet, sound system, electric curtains, etc.) and lighting in good<br>working order and easy to use?
-
17.23 Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it<br>provide a seamless wireless experience (i.e. strong and continuous connection without<br>requirement to log in more than once during the stay) as well as the ability to connect<br>multiple devices (e.g. minimum of three devices)?
-
17.24 Could the guest connect to a speaker in the room via Bluetooth technology?
-
17.25 Was the door lock in good condition with a deadbolt or safety chain?
-
17.26 Was an upscale comprehensive guest services directory provided (e.g. printed copy,<br>tablet, digital format QR code or via television), and was it up to date, grammatically<br>correct and in good condition?
-
17.27 Were a good quality and non-plastic shoehorn and clothes brush (urban hotels only) and<br>umbrella available (umbrella requirement is destination specific and can be available in the<br>room or offered at the hotel entrance if weather is inclement)?
-
17.28 Was a fabric laundry bag and list provided?
-
17.29 Was a full-length mirror present within the room?
-
17.30 Were easily accessible spare electrical points near a mirror (e.g. for hairdryer) and were<br>at least two spare power points or USB ports, available on both sides of the bed (e.g. for<br>mobile phones)?
-
17.31 Were either a range of international electrical sockets provided at the desk or were<br>international adaptors present in the room or alternatively was an adaptor offered on<br>arrival to international guests?
-
17.32 Was a well-maintained and stocked in-room bar present and was there an option clearly<br>stated that the contents could be customized to the guest’s personal preferences<br>(reservation email, verbally on arrival, guest directory, tent card, etc.)?
-
17.33 Was an in-room safe provided and was it of an adequate size (i.e. large enough for a laptop)<br>and in good working order/available for immediate use (i.e. not locked)?
-
17.34 Were there either two telephones in the room (i.e. workspace, bedside and bathroom) or<br>alternatively one telephone, which must be cordless?
-
17.35 Were all room telephones in good working order with speed dial, message waiting and<br>speaker facility?
-
17.36 Was a selection of reading material provided (i.e. current lifestyle magazines and/or books)?
-
17.37 Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display) in<br>the room or bathroom?
-
17.38 If provided, was the welcome note personalized?
-
17.39 Were a coffee machine, kettle and all equipment (i.e. teabags, coffee, sugar, milk, cups<br>etc.) provided or available via in-room dining/butler service on a complimentary basis<br>and were they fully stocked and in good working order?
B A T H R O O M
-
17.40 Was the décor luxurious in appearance and well coordinated throughout the bathroom?
-
17.41 Did the bathroom provide an abundance of space in a way that allowed freedom of<br>movement for two guests?
-
17.42 In the case of an urban hotel, was a large walk-in shower provided at a minimum and in a<br>resort hotel was a full-sized soaking bath tub available and large walk-in shower provided?
-
17.43 Did the shower offer a fixed door enclosure (i.e. shower curtains are not acceptable) and<br>was it effective (n/a for wet rooms)?
-
17.44 Was there a hand-held shower present within the bath?
-
17.45 Was there an adjustable showerhead (to control water flow) or a rain shower present?
-
17.46 Were all bathroom fittings (e.g. toilet, sinks, bathtub, bidet) in good condition?
-
17.47 Was all plumbing and ventilation in good working order (e.g. strong water pressure, quick<br>drainage, prompt supply of hot water, etc.)?
-
17.48 Were flooring, vanity, shower/bath surround and shower floor finished in high quality<br>marble, stone, local tile or granite and were they and the grouting in good repair?
-
17.49 Were other wall and ceiling surfaces well maintained?
-
17.50 Was sufficient counter/shelf space provided (i.e. can comfortably accommodate amenities<br>for two guests)?
-
17.51 Were there multiple lighting points in the bathroom and was it bright and well lit?
-
17.52 Did the bathroom offer a night light/dimmer facility (i.e. can be via make up mirror)?
-
17.53 Was a well lit, easily accessible shaving/make up mirror provided?
-
17.54 Was a good quality tissue dispenser and soap dish available (soap dish not applicable if<br>soap dispensers provided)?
-
17.55 Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination or<br>Tourmaline fusion) available, and if so was it in good working order?
-
17.56 Were good quality bathrobes available (i.e. heavyweight for cold climates and light<br>weight for warmer climates) for each guest staying in the room?
-
17.57 Were slippers free of plastic wrapping?
-
17.58 Were there a minimum of three heavyweight, plush, good quality bath towels/sheets, two<br>hand towels and two face towels per room?
-
17.59 Was a full range of amenities available (minimum of shampoo, conditioner, bath gel, body<br>lotion, hand soap, cotton pads, buds and shower cap)?
-
17.60 Were shampoo, conditioner, bath gel, and body lotion provided in large-format bottles<br>which were refillable/recyclable, instead of miniature format?
-
17.61 Were all bathroom amenities free of plastic wrapping?
-
17.62 Were amenities positioned in a way that were immediately convenient and accessible for<br>the guest (e.g. shampoo, conditioner and bath gel in the shower)?
P R O D U C T | | P U B L I C A R E A S
-
TOTAL NUMBER OF STANDARDS : 44
E X T E R I O R / G R O U N D S
-
18.1 Was the exterior of the hotel well maintained and luxurious in its presentation?
-
18.2 Was the driveway easily accessible with either parking or a valet system present?
-
18.3 Was the drop off area covered, well lit and free of obstruction or in the case where there<br>was insufficient cover provided, did the doorman automatically shield arriving guests<br>with an umbrella in wet weather conditions?
-
18.4 Was all landscaping well-tended and free of debris?
L O B B Y
-
18.5 Was the hotel lobby luxurious in design and fresh in appearance?
-
18.6 Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area<br>rugs or high density carpet) and was it clean and in good repair?
-
18.7 Were the wall surfaces well maintained and enhanced with several design elements (i.e.<br>wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)
-
18.8 Were all reception/concierge/guest services desks tidy in appearance?
-
18.9 Was all furniture clean, well maintained and of a high quality (i.e. solid wood, upscale<br>fabrics, etc.)?
-
18.10 Were attractive fresh, floral arrangements/live plants present in the lobby area?
-
18.11 Was the lobby well illuminated and was all lighting in good working order?
-
18.12 Was complimentary high-speed Wi-Fi available and if so was it easy to access and did it<br>provide a seamless wireless experience (i.e. strong and continuous connection without<br>requirement to log in more than once during the stay) as well as the ability to connect<br>multiple devices (e.g. minimum of three devices)?
-
18.13 If music was played, was it appropriate for the venue/ambiance and was it played at a<br>pleasant level?
-
18.14 Was there adequate, clearly visible good quality signage?
-
18.15 Was employee presence in managing large groups evident and effective to minimize<br>disruption to other guests in the hotel (e.g. employee directional assistance, signage,<br>alternative group check-in area etc.)?
-
18.16 Were the shops/showcases clean and well maintained in their presentation?
R E S T A U R A N T S / B A R S
-
18.17 Was the restaurant/bar flooring clean and in good repair?
-
18.18 Were the restaurant/bar wall/ceiling surfaces well maintained and scuff free?
-
18.19 Were all windows and curtains clean and well maintained?
-
18.20 Were the restaurants/bars sufficiently lit and was all lighting in good working order?
-
18.21 Were the tables and chairs well maintained and the chair fabrics clean and in good repair?
G U E S T R O O M C O R R I D O R S
-
18.22 Were the corridors luxurious, consistent in design and fresh in appearance?
-
18.23 Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area<br>rugs or high density carpet) and was it clean and in good repair?
-
18.24 Were the wall surfaces well maintained and enhanced with several design elements (i.e.<br>wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)?
-
18.25 Were all windows and curtains clean and well maintained?
-
18.26 Were the corridors/pathways/stairways well lit and was all lighting in good working order?
-
18.27 “Was all furniture clean, well maintained and of a high quality (i.e. solid wood, upscale<br>fabrics, etc.)?”
-
18.28 Was all hotel signage adequate, clean and in good repair?
-
18.29 Were the room service trays/trolleys/operating equipment regularly cleared from the floors?
R E S T R O O M S
-
18.30 Were the restrooms luxurious in design, fresh in appearance and well ventilated (i.e. free of<br>any unpleasant odors)?
-
18.31 Was the flooring and vanity finished in high quality marble, stone or granite and was it<br>in good repair?
-
18.32 Was all wall paper/tiles/paintwork free of any holes/chips/scuffs?
-
18.33 Were the cubicles of good quality (i.e. solid wood) and well maintained with coat hooks present?
-
18.34 Were the restrooms well lit and was all lighting in good working order?
-
18.35 Were the toilets, urinals and sinks clean and in good working order/repair?
-
18.36 Were the urinals separated by partitions and did they have automatic flushing mechanisms?
-
18.37 Were liquid soap and hand lotion dispensers available at the sink?
-
18.38 Were sufficient good quality hand towels available (i.e. cloth or heavy ply paper variety)?
-
18.39 Was a fresh floral arrangement or plant or plant decoration present (i.e. bamboo display)?
A U X I L I A R Y E M P L O Y E E S - B E H A V I O U R A L S T A N D A R D S ( H O U S E K E E P I N G , M A I N T E N A N C E , S E C U R I T Y )
-
18.40 Were employees well groomed and neatly presented in clean, well fitted uniforms and,<br>if applicable, wearing name badges, resulting in a positive first impression?
-
18.41 Was the employee’s speech clear and use of English satisfactory, enabling engagement<br>in two-way conversation with the guest?
-
18.42 Did the employee display a high level of confidence when carrying out his/her duties<br>and/or was he/she knowledgeable when answering questions about the other hotel<br>facilities or immediately offer to find out the information required?
-
18.43 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
18.44 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
P R O D U C T | | F I T N E S S & W E L L N E S S
-
TOTAL NUMBER OF STANDARDS : 62
F I T N E S S C E N T E R
-
19.1 Was 24 hour access to the gym advertised as available?
-
19.2 Was the gymnasium décor fresh in appearance and of a high standard (i.e. purpose built<br>with a modern high end finish)?
-
19.3 Was the gymnasium odor free and the room temperature at a comfortable level?
-
19.4 If gym is unattended, did an employee walk through the gym every 30 minutes between<br>08h00 and 20h00 to ensure it was kept tidy and sufficiently stocked?
-
19.5 Were the walls, ceilings and floors clean and well maintained?
-
19.6 Were the windows/mirrors clean and smear/smudge free?
-
19.7 Was sufficient lighting provided?
-
19.8 Was the gymnasium well laid out with a variety of state of the art exercise equipment<br>(minimum of 5 cardiovascular, 5 resistance machines (can be incorporated into a universal<br>machine) plus two full sets of hand-held free weights and was all equipment clean and in<br>good working order?
-
19.9 Was ample space available for guests to exercise (i.e. clearly defined areas for cardio<br>machines, free weights and stretching/mats)?
-
19.10 Were fitness classes and/or personal training advertised as being available and listed in a<br>convenient place in the bedroom or fitness centre?
-
19.11 Were there individual television monitors present at each cardiovascular machine and were<br>they clean and in good working order?
-
19.12 Were complimentary headphones provided and were they clean and in good working order<br>with hygienic ear pieces?
-
19.13 Were disinfectant wipes or a disinfectant cleaning agent and towel available?
-
19.14 Were clean sweat towels and a touchless water dispenser with sufficient non-plastic cups,<br>or non-plastic bottled water, available?
-
19.15 Were chilled towels provided?
-
19.16 Was a wall clock clearly visible and did it display the correct time?
-
19.17 Was a fruit bowl with fresh fruit or healthy amenities (e.g. cereal bars, etc.) available and<br>was this free of plastic packaging?
-
19.18 Was Wi-Fi connectivity available in the fitness center and did it provide a seamless wireless<br>experience (i.e. strong and continuous connection without requirement to log in more than once)?
S W I M M I N G P O O L / B E A C H
-
19.19 Was the pool clean, at the appropriate temperature and well maintained (i.e. tiling, lighting, etc.)?
-
19.20 Were depth signs present?
-
19.21 Was the area around the pool clean and free of any debris?
-
19.22 Were ample loungers, side tables and umbrellas provided and were they clean and in good repair?
-
19.23 Were towels provided?
-
19.24 Was a separate shower provided at pool and/or beach?
-
19.25 For resort hotels, did an attendant offer to set up the lounger with towels and offer<br>complimentary water?
-
19.26 For resort hotels, were complimentary services provided at outdoor pool (e.g. cleaning<br>sunglasses, sorbets, reef-safe sunscreen, etc.)?
-
19.27 Was a waiter service provided/available at the outdoor pool and/or beach?
T E N N I S / S Q U A S H C O U R T S
-
19.28 Were the tennis courts clean, free of debris and flood lit?
-
19.29 Was the tennis court surface well maintained and lines clearly defined?
-
19.30 Were the tennis court nets in good repair?
-
19.31 Were drinking water and towels available?
S T E A M R O O M / S A U N A / J A C U Z Z I
-
19.32 Were safety instructions clearly displayed outside the heat experiences?
-
19.33 Were heat experiences clean, well maintained and appropriately heated?
-
19.34 Were a thermometer and a timer present in the sauna?
-
19.35 Were towel hooks and a towel depository conveniently located next to heat experiences?
C H A N G I N G R O O M S
-
19.36 Was the changing room décor fresh in appearance and of a high standard (i.e. modern high<br>end finish)?
-
19.37 Were the walls, ceilings and floors clean and well maintained?
-
19.38 Was all lighting fully illuminated?
-
19.39 Were the showers, sinks and toilets clean and in good working order?
-
19.40 Was there a shampoo, conditioner and soap dispenser present in the shower cubicle?
-
19.41 Were the lockers attractive, clean and well maintained?
-
19.42 Were clean good quality towels, bathrobes and footwear available?
-
19.43 Was a well lit, easily accessible shaving/make up mirror provided?
-
19.44 Were weighing scales available?
-
19.45 Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination or<br>Tourmaline fusion) available, and if so was it in good working order?
-
19.46 Was a range of amenities (minimum of body lotion, deodorant, hair care items, razors,<br>shaving cream) available?
-
19.47 Were shampoo, conditioner, bath gel, and body lotion provided in large-format bottles<br>which were refillable/recyclable, instead of miniature format?
-
19.48 Were all bathroom amenities free of plastic wrapping?
E M O T I O N A L I N T E L L I G E N C E
-
19.49 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
-
19.50 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
-
19.51 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly<br>and interested manner?
-
19.52 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
19.53 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
19.54 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/<br>opportunities of the guest?
-
19.55 Did the employee adapt to a changing situation and/or guest’s need?
-
19.56 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
19.57 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
19.58 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
19.59 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
19.60 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
-
19.61 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
-
19.62 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
O T H E R | | T R A N S P O R T
-
TOTAL NUMBER OF STANDARDS : 32
T R A N S F E R
-
20.1 Was a hotel representative at the point of pick up at the scheduled time?
-
20.2 Did the employee hold a signboard/tablet with the correct spelling of the guest’s name or<br>hotel name printed (i.e. not handwritten)?
-
20.3 Did the employee offer assistance with luggage?
-
20.4 Did the employee offer car door assistance?
-
20.5 Did the employee advise the estimated journey time?
-
20.6 Was bottled water available?
-
20.7 Was all water provided in glass bottles or alternative eco-friendly containers only (i.e. no<br>plastic bottles)?
-
20.8 Was local mineral water or hotel filtered bottled water promoted?
-
20.9 Was sanitiser available within the vehicle?
-
20.10 Was a universal telephone charger offered or readily available for the guest’s immediate use?
-
20.11 In the case of hotel transport was a Wi-Fi service provided within the car?
-
20.12 In the case of hotel transport, was a kerbside greeting and seamless check in process<br>provided on arrival to the hotel?
-
20.13 Did employee ascertain if the guest would like music played and if it was played, was it at an<br>appropriate level?
-
20.14 Did the employee ascertain if the car temperature was satisfactory?
-
20.15 Did the employee drive in a safe and careful manner and use a headset/hands-free when<br>making telephone calls?
-
20.16 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
P R O D U C T - V E H I C L E
-
20.17 Was the car provided of high quality and in excellent condition?
-
20.18 Was the exterior of the vehicle clean and polished?
-
20.19 Was the interior of the vehicle clean, tidy and odor free?
E M O T I O N A L I N T E L L I G E N C E
-
20.20 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
-
20.21 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
-
20.22 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly<br>and interested manner?
-
20.23 Did the employee use the guest’s name naturally and discreetly without overusing it?
-
20.24 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
-
20.25 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/<br>opportunities of the guest?
-
20.26 Did the employee adapt to a changing situation and/or guest’s need?
-
20.27 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
-
20.28 Did an employee personalize the interaction in any way and engage the guest as an individual?
-
20.29 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
-
20.30 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
-
20.31 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
-
20.32 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
O T H E R | | S PA T R E ATM E N T
-
TOTAL NUMBER OF STANDARDS : 53
R E S E R V A T I O N S
-
21.1 Was the guest greeted or acknowledged within 90 seconds upon entering the spa or if a<br>booking was made by telephone was the call answered within 3 rings with an appropriate<br>greeting or in the case of digital communication, responded to within 3 minutes?
-
21.2 If an online spa booking facility was available, was it easy to navigate and book a treatment?
-
21.3 Did the employee clarify the exact treatment required (i.e. type, duration)?
-
21.4 If the booking was made within 24 hours, did the employee confirm therapist’s gender at<br>the time of booking and was this adhered to?
-
21.5 If asked, was the reception employee knowledgeable about the treatments and spa facilities?
-
21.6 Did the employee obtain the guest’s name and room/contact number and repeat details<br>of the booking?
-
21.7 Was a confirmation subsequently received and did it include spa etiquette and cancellation policy?
-
21.8 Did the employee advise the guest what time to arrive for the treatment and promote spa<br>facilities, if available (i.e. pool, sauna, etc)?
A R R I V A L
-
21.9 When entering the spa was there a sense of arrival that was calm and serene (e.g. through<br>light, sound and scent)?
-
21.10 Was there a designated employee present upon arrival?
-
21.11 Did the employee confirm the guest’s appointment details (i.e. type and length of treatment)?
-
21.12 For first time guests, did the employee offer to escort the guest to the changing rooms and<br>explain the layout and facilities?
-
21.13 Were appropriate size bathrobes and slippers provided and were they clean and in good condition?
-
21.14 During the arrival process was the guest made aware of how he/she should be attired for<br>the selected treatment?
-
21.15 Did the employee advise the guest of the sequence of events (i.e. where to go once changed)?
T H E T R E A T M E N T
-
21.16 Was the therapist available as per the booking time?
-
21.17 If the therapist was not available at the booking time, was an apology subsequently offered?
-
21.18 Did the therapist greet the guest and introduce herself/himself?
-
21.19 Did the therapist reconfirm the type and duration of the treatment booked?
-
21.20 Did the therapist carry out a personal health consultation or review the guest’s health form,<br>where applicable, prior to the treatment?
-
21.21 Did the therapist advise the oil/scent to be used for signature treatments or give the guest a<br>choice of oils/scent for a non-signature massage?
-
21.22 Was privacy given during disrobing and the treatment?
-
21.23 Was there visual/verbal indication of spa employees washing hands prior to and following<br>each treatment?
-
21.24 Did the therapist ensure that the guest was comfortable and that the room temperature was<br>acceptable before commencing with the treatment?
-
21.25 With a massage was a bolster or rolled towel placed under the guest’s ankles while on his/her<br>front and under the knees while on his/her back, or the treatment bench adjusted if applicable?
-
21.26 Was an eye pad/face towel offered when guest turned on to their back (n/a for facials) and<br>were proper draping techniques used?
-
21.27 Was the guest appropriately covered with towels or sheets?
-
21.28 In the case of a massage did the therapist confirm that the pressure was comfortable for the<br>guest on two occasions during the treatment?
-
21.29 Was the treatment free of any interruptions and outside noise?
-
21.30 Was soothing/relaxing music played at an appropriate volume or natural environmental<br>sounds, where applicable (rustling leaves, ocean if outdoor)?
-
21.31 Did the treatment begin and end on time and last for the full duration?
-
21.32 Upon completion of the treatment, did the therapist ascertain the guest’s satisfaction and<br>provide post treatment advice (i.e. drink lots of water, skin care advice, etc.)?
-
21.33 Was a choice of beverage offered upon completion of the treatment or available in the<br>relaxation room?
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21.34 Were all food and beverage items offered in non-plastic packaging/containers?
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21.35 Was local mineral water or hotel filtered bottled water promoted?
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21.36 Was the guest escorted back to the lounge, changing/locker room or reception area and thanked?
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21.37 Did the treatment received reflect what was advertised?
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21.38 Was the treatment room and relaxation room (if applicable) clean and well presented with<br>all of the fresh linen/towels clean and in excellent condition?
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21.39 Was the bill clearly itemized and correct and if presented, in a clean billfold (or similar) that<br>was in good condition?
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21.40 Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
E M O T I O N A L I N T E L L I G E N C E
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21.41 Were employees well groomed and neatly presented in clean, well fitted uniforms and, if<br>applicable, wearing name badges, resulting in a positive first impression?
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21.42 Was the employee’s speech clear and use of English satisfactory, enabling engagement in<br>two-way conversation with the guest?
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21.43 Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly<br>and interested manner?
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21.44 Did the employee use the guest’s name naturally and discreetly without overusing it?
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21.45 Did the employee display a high level of confidence when carrying out his/her duties and/<br>or was he/she knowledgeable when answering questions about the other hotel facilities or<br>immediately offer to find out the information required?
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21.46 Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/<br>opportunities of the guest?
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21.47 Did the employee adapt to a changing situation and/or guest’s need?
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21.48 Did the employee make every effort to meet the guest’s requests or offer a suitable alternative?
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21.49 Did an employee personalize the interaction in any way and engage the guest as an individual?
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21.50 Did employees collaborate seamlessly to ensure service was organized and professional<br>without being intrusive or repetitive?
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21.51 Did the employee actively listen, avoid interrupting and give the guest their undivided<br>attention (i.e. the guest should not have to repeat themselves)?
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21.52 Did employees maintain alert postures and respect the guest’s presence when interacting<br>with each other?
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21.53 Where applicable, did the employee display self-control and empathy in challenging<br>interactions and offer a suitable alternative/resolution?
D I S P L AY O N LY | | D I G I TA L
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TOTAL NUMBER OF STANDARDS : 15
D I G I T A L
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22.1 Was the hotel’s website professional in design and intuitive?
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22.2 Did the hotel booking engine have differentiated imagery and descriptions for each room type?
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22.3 Did the hotel booking engine have differentiated imagery and descriptions for food and<br>beverage outlets and the spa?
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22.4 Did the booking engine display all relevant room information regarding the bed types,<br>number of guests, and features available in room?
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22.5 Was the booking experience optimized for mobile devices?
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22.6 Could the booking be completed within 5 booking steps (i.e. check availability, room<br>selection, add-ons, guest details and confirmation)?
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22.7 Did the booking engine provide the option to display rates in multiple currencies?
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22.8 Was hotel availability clearly displayed on the booking engine via an availability calendar?
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22.9 Was the site easy to navigate in terms of finding the information required about the hotel<br>experience (i.e. food and beverage options, family friendly, etc.)?
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22.10 Was all information on the hotel website up-to-date and correct?
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22.11 Were booking policies clearly stated at point of booking?
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22.12 If booking made via the hotel’s website, was a confirmation message sent from the hotel<br>with option to modify or cancel reservation online?
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22.13 If booked via the hotel’s website, did subsequent reservation confirmation have links to the<br>hotel’s facilities (i.e. restaurants/spa, etc.)?
D I G I T A L - I N - H O U S E C O M M U N I C A T I O N S
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22.14 Were all digital communications polite, professional and written without abbreviations?
- Fully meet
- Partly meet
- Not meet
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22.15 Was the hotel app promoted to guests, if available?
D I S P L AY O N LY | | G U E S T S E C U R I T Y
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TOTAL NUMBER OF STANDARDS : 14
R O O M P R O D U C T A N D F A C I L I T I E S
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23.1 Were the emergency exit route and assembly point displayed in the room and easily located<br>(i.e. back of door, in wardrobe)?
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23.2 Was the room door fitted with a viewing port and security latch?
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23.3 Did the room door automatically close shut and latch securely?
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23.4 Were ground floor balcony doors fitted with a secondary latch for added security?
P U B L I C A R E A S - L O B B Y
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23.5 Were the lobby and public areas kept clear of unattended luggage?
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23.6 If the guest asked for a replacement key did the employee verify their identity (e.g. via<br>identification document or verification of unique personal information)?
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23.7 Did employees use the guest’s room number discreetly so as not to reveal this to other guests?
P U B L I C A R E A S - G U E S T R O O M C O R R I D O R S
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23.8 Were house telephones present in the hotel corridors and in the case of resorts, positioned<br>at intervals in plain view along the outdoor pathways?
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23.9 Did auxiliary employees (e.g. housekeeping, maintenance, etc.) close the guest room doors<br>when visiting the rooms (i.e. during turndown, repairs, etc.)?
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23.10 Did employees explain they were unable to grant access to rooms without verifying the<br>guest’s identity?
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23.11 Was signage for the fire exits clearly visible and were the fire exits unobstructed?
F I T N E S S - F I T N E S S C E N T E R
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23.12 Were emergency cords/call buttons or telephone available in the gym and heat experience facilities?
S E C U R I T Y
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23.13 If encountered, were security staff dressed professionally and did they display a friendly and<br>courteous manner?
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23.14 If access to the in-room safe was requested did the security employee confirm the<br>registered guest’s identity or positively identify the guest (e.g. check passport/drivers<br>licence or confirm three details on guest profile/reservation)?