Amari Kuala Lumpur Brand Standards Audit Q4 - 2024 - duplicate

• Site conducted

  Select

• Conducted on:

  Date

• Prepared by:

• Add signature

  Sign

• Is the transfer service assessed?

  Yes

  No

Initial Contact

• Is there an Amari airport representative?

  Yes

  No

• The airport representative is on time and waiting for the guest. Applies to both fast track and limousine services. (P.RD.09.004 C). (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• The airport representative is holding an Amari branded sign clearly displaying ONLY the hotel logo. Having the name of the guest on the sign is a security concern. (P.RD.09.004 C)

  Yes

  No

  N/A

• The airport representative is in uniform and well-groomed. Uniform is clean and in good condition but does not have to be an Amari uniform if third party driver. There is no body odor or bad breath. (P.RD.09.004 C).

  Yes

  No

  N/A

• The airport representative greets guest by name and uses guest name in a natural manner during conversation (P.RD.09.004 C).

  Yes

  No

  N/A

• The airport representative confirms the number of pieces of luggage and provides assistance with guest luggage (P.RD.09.004 C).

  Yes

  No

  N/A

• The airport representative escorts the guest to the vehicle. While making the way to the vehicle the Team Member must accompany the guest at all times.

  Yes

  No

  N/A

• TM introduces the Driver to the guest.

  Yes

  No

  N/A

• TM wishes guest a pleasant journey and bids guest farewell.

  Yes

  No

  N/A

• The driver is on time and waiting at the designated location. (P.RD.09.004 C)

  YES

  NO

  N/A

• The driver is holding an Amari branded sign clearly displaying ONLY the hotel logo. Having the name of the guest on the sign is a security concern. (P.RD.09.004 C, Take Picture)

  Yes

  No

  N/A

Journey

• Driver welcomes and greets guest by name.

  Yes

  No

  N/A

• The driver reconfirms that all the luggage is accounted for and properly loaded into the vehicle (P.RD.09.004 C).

  Yes

  No

  N/A

• Driver assists guest with getting into the vehicle (opens the door, helping hand etc.) (P.RD.09.004 C).

  Yes

  No

  N/A

• The air-conditioning in the vehicle is functioning and the vehicle is at a comfortable temperature (P.RD.09.004 C).

  Yes

  No

  N/A

• Upon initial entry into the vehicle there should be music played at a comfortable volume. Music should be downtempo - relaxing music (P.RD.09.004 C).

  Yes

  No

  N/A

• At the start of the journey the Driver proactively informs the guest of the approximate travel time (P.RD.09.004 C).

  Yes

  No

  N/A

• Driver offers guest a cold bottle of water (P.RD.09.004 C).

  Yes

  No

  N/A

• During the journey, driver enquiries after the guest's comfort (temperature, driving speed etc. (P.RD.09.004 D).

  Yes

  No

  N/A

• The driver enquiries as to the guest's music preference (on-off, volume adjustments - P.RD.09.004 C).

  Yes

  No

  N/A

• Driver is able to answer basic hotel and destination related questions (P.RD.09.004 C).

  Yes

  No

  N/A

• Driver is genuinely polite and well mannered. The drive is smooth, and no stops are made during the trip to hotel.

  Yes

  No

  N/A

Vehicle

• Exterior of the vehicle is clean and in good condition.

  Yes

  No

  N/A

• Interior of the vehicle is clean and in good condition.

  Yes

  No

  N/A

• Vehicle is in good operating condition and is functioning correctly.

  YES

  NO

  N/A

Initial Arrival to the Hotel

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• TM opens guest's vehicle door in good time / when guest is ready (P.RD.09.002 A).

  Yes

  No

  N/A

• TM sincerely welcomes guest to the hotel with a local greeting and using the FULL property name (P.RD.09.002 A).

  Yes

  No

  N/A

• The luggage is promptly unloaded, and all pieces are accounted for (P.RD.09.002 A).

  Yes

  No

  N/A

• TM attaches luggage tag(s) and gives the tag(s) to the guest (P.RD.03.010).

  Yes

  No

  N/A

• Hotels doors are opened for guest (P.RD.09.002 A). Mark as N/A if doors automatic or if the hotel lobby does not have doors.

  Yes

  No

  N/A

Check-In

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• All guests will be acknowledged warmly within 30 seconds upon approaching the Reception desk even if they have to queue and wait for assistance. (P.RD.03.001 B)

  Yes

  No

  N/A

• TM must greet guest and initiate check-in within 5 minutes of arrival.

  Yes

  No

  N/A

• The Amari signature welcome drink must be served with moist refreshing towels within 1 minute of arrival at the Reception area. (For city hotels can provide welcome drink voucher at Amaya restaurant as optional.)

  Yes

  No

  N/A

• Check-in STARTED at (HH:MM):

• TM requests guest passport/ official ID (P.RD.03.001 E).

  Yes

  No

  N/A

• TM requests the guest's name and addresses the guest by name in a natural manner throughout the check-in procedure (P.RD.03.001 E).

  Yes

  No

  N/A

• The correct registration is promptly retrieved. The card should be presented to the guest on an approved check-in pad or any other folder material. (P.RD.03.001 F).

  Yes

  No

  N/A

• The check-in pad or any other folder material is suitably clean, free of pen marks, and in good condition (P.RD.03.001 F).

  Yes

  No

  N/A

• Known registration details are printed on the registration card. Blank cards are never handed to guests except for walk-ins. (P.RD.03.001 F).

  Yes

  No

  N/A

• Registration cards have a dedicated section regarding PDPA and GDPR where guests are required to tick their preference and have a space for them to sign the form.

  Yes

  No

  N/A

• ONYX Rewards members and repeat guest are recognized and welcomed back (P.RD.03.001 E). If guest is neither then mark as N/A.

  Yes

  No

  N/A

• TM accurately confirms the dates of stay and the check-out date (P.RD.03.001 E).

  Yes

  No

  N/A

• TM INDICATES room rate and does not verbally inform the guest (P.RD.03.001 F).

  Yes

  No

  N/A

• The room type, bed type and personal room preferences are confirmed (P.RD.03.001 E).

  Yes

  No

  N/A

• A working key(card) is cut, one per guest and provided in a key card holder WITHOUT room number. Room number is provided separately from keycard (P.RD.03.001 G). (Deduct point if TM fails to provide the service)

  YES

  NO

  N/A

• The TM must be proactive in verbally explain the reasoning for providing the room key separately from the room number (P.RD.03.010 G). (Deduct point if TM fails to provide the service)

  YES

  NO

  N/A

• TM requests luggage tag and informs guest that luggage will be delivered to the room within 20 minutes for city hotels and 30 minutes for resort hotels. (P.RD.03.010 E).

  Yes

  No

  N/A

• If rate includes breakfast, then breakfast options and opening times are explained to the guest during the check-in process. (P.RD.03.010 E).

  Yes

  No

  N/A

• TM (1) sincerely thanks guest for choosing hotel and (2) genuinely wishes guest a pleasant stay (3) by name. All three components must be completed for compliance. (P.RD.03.001 E)

  Yes

  No

  N/A

• Check-in COMPLETED at (HH:MM):

• Check-in is completed within 8 minutes (P.RD.03.001 E). Timing starts once procedure starts. Waiting time is excluded.

  Yes

  No

  N/A

• If the guest is not an ONYX Rewards member then the TM conducting the check-in must proactively explain the benefits and offer membership. (P.RD.03.001 E)

  Yes

  No

  N/A

• All Front Desk Team Members are in uniform, well-groomed with no body odor. Name tags must be correctly worn on the left pocket / chest. The name tag must have the TM's nickname. A trainee's name tag will have "Trainee" + person's nick name (Trainee John) (P.HR.03.GA.002)

  Yes

  No

  N/A

Emotional Questions

• TM is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• TM is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• TM readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• TM makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• TM exhibits a genuine sense of interest and concern for the guest. Showing care and flexibility on the guest's situation

  Yes

  No

  N/A

• TM is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful. Proactively offer help with extra-mind.

  Yes

  No

  N/A

• TM can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• TM performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

• TM does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• TM maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

Rooming / Escort

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• TM provides directions at least to the elevator.

  Yes

  No

  N/A

• If the reservation is booked with ONXY Rewards, the room orientation is mandatory provided for ONYX Rewards Platinum member, Club and suites guest. TM verbally performed and must include: the property's smoking policy, emergency exit, the emergency exit plan, location of the room safe (P.RD.03.001 I) (Deduct point if TM fails to provide the service)

  YES

  NO

  N/A

• If the reservation was booked with ONYX Rewards, welcome card and VIP amenity must be provided upon arrival to ONYX Rewards Platinum member, Club and suites guest. Either given upon arrival or in-room set up P.RD.02.012 (2.2)

  Yes

  No

  N/A

• Luggage is delivered to guestroom within 20 minutes of check-in completion for city hotels and 30 minutes of check-in completion for resort hotels. (P.RD.09.003 A).

  Yes

  No

  N/A

• The TM delivering the luggage places the luggage on to the luggage rack/bench in the correct position or regards to guest request.

  Yes

  No

  N/A

• TM offers guest further assistance then wishes guest a pleasant stay BY NAME. Must be both. (P.RD.03.001 I).

  Yes

  No

  N/A

• Room number audited:

Exterior, Entrance & Foyer

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• The room number is properly mounted and in good condition (P.RD.05.009 A).

  Yes

  No

  N/A

• If room numbers are illuminated, all lights are working (P.RD.05.009 A). If not illuminated mark as N/A.

  Yes

  No

  N/A

• Both sides of the room door and the door frame are clean and in good condition (S.RD.05.001).

  Excellent

  Good

  Average

  Poor

  N/A

• The door has a clean and functioning peephole with at least 160° visibility. (P.RD.05.009 A).

  Yes

  No

  N/A

Cleanliness & Upkeep

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Flooring (carpet, tile, wood - including the area under the bed) is clean and in good condition (S.RD.05.001)

  Excellent

  Good

  Average

  Poor

  N/A

• Skirting / molding is clean and in good condition (S.RD.05.001)

  Excellent

  Good

  Average

  Poor

  N/A

• Walls (incl. all vertical surfaces excl. windows), are clean and in good condition.(S.RD.05.001)

  Excellent

  Good

  Average

  Poor

  N/A

• Ceiling, ceiling moldings and access panels are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Air-conditioning vents are clean and in good condition. There is no mold build-up.

  Yes

  No

  N/A

• Interior of windows is clean, free of streaks / smudges and in good condition (S.RD.05.001)

  Excellent

  Good

  Average

  Poor

  N/A

• Window frames and sills are clean and in good condition. (S.RD.05.001)

  Excellent

  Good

  Average

  Poor

  N/A

• Exterior of the windows is suitably clean. When assessing windows keep in mind the season. Only mark down if grime build-up is significant and unsightly. (S.RD.05.001)

  Yes

  No

  N/A

• A full-length mirror is provided in the guestroom (S.RD.05.001) (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• All mirrors and frames are clean and in good condition.

  Yes

  No

  N/A

• The room is clear from insects (alive or dead).

  YES

  NO

  N/A

• Does the room feature a balcony?

  Yes

  No

• Balcony Area including floor, walls, ceiling, furniture and railing is clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

Furniture, Fixtures & Equipment (FF&E)

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Desk is clean and in good condition. Drawers are neatly organized and operate smoothly. (Look at the desktop, sides and legs.)

  Excellent

  Good

  Average

  Poor

  N/A

• Items / decoration on the desk and any other tables are neatly organized, clean and in good condition. Desks are not overly cluttered. (P.RD.05.009 F)

  Yes

  No

  N/A

• Desk chair is clean and in good condition. (Look at legs, stem, frame and upholstery.)

  Excellent

  Good

  Average

  Poor

  N/A

• Clean rubbish bin with disposable plastic bag or liner or hard plastic liner (P.RD.05.009 F).

  Yes

  No

  N/A

• Bedside tables (incl. drawers) are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Coffee table is clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Television stand / table / cabinet is in clean and in good condition. Drawers are neatly organized.

  Excellent

  Good

  Average

  Poor

  N/A

• All cables and wires are neatly arranged / hidden from guest view.

  Yes

  No

  N/A

• Sofa and lounge chair are clean and in good condition. (Look at the legs, arms, upholstery, pillows and all sides of the frame).

  Excellent

  Good

  Average

  Poor

  N/A

• There are sheer curtains or blinds. (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• The sheer curtains are the correct length (0.5cm - 1.5 cm from the floor)

  Yes

  No

  N/A

• The sheer curtains are clean, in good condition, and not wrinkled. Shake the curtain and make sure there is no dust / fluff.

  Excellent

  Good

  Average

  Poor

  N/A

• There are blackout curtains (or blinds) (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• The blackout curtains FULLY block out sunlight.

  Yes

  No

  N/A

• The blackout curtains are the correct length (0.5cm - 1.5 cm from the floor)

  Yes

  No

  N/A

• The blackout curtains are in good condition, clean and neat.

  Excellent

  Good

  Average

  Poor

  N/A

• ALL light fixtures lamps / lights (including desk lamp) are functioning properly and in good condition.

  Yes

  No

  N/A

• ALL overhead or wall light fixtures lamps (including desk lamp) and lampshades are clean and free of dust / cobwebs etc.

  Yes

  No

  N/A

Bed Area

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• There are no bed runners and decorative pillows on the bed. (Deduct point if hotel set up the bed runners and decorative pillows)

  Yes

  No

  N/A

• Four pillows are provided for a King size bed. <br>Two pillows are provided for a Twin-size bed (P.RD.05.009 D) (Deduct point if hotel does not provide pillows according to P.RD.05.009 D)

  YES

  NO

  N/A

• Two types of pillows are provided: firm and soft. The soft pillow must be placed in front of the firm pillow (P.RD.05.009 D).(Deduct point if hotel does not provide pillows according to P.RD.05.009 D)

  YES

  NO

  N/A

• Pillows and pillowcases are clean, not lumpy and in good condition. Remove cover from pillow to inspect. (P.RD.05.009 D)

  Yes

  No

  N/A

• Non-allergenic pillow available on request or pillow menu provided (P.RD.05.009 D)

  Yes

  No

  N/A

• Duvet cover and duvet filling are clean and in good condition.

  Yes

  No

  N/A

• All bed linen is clean, in good condition free of holes and frays. free from discoloration, stains and odor.

  Yes

  No

  N/A

• A mattress protector is provided and SUITABLY clean and in good condition.

  Yes

  No

  N/A

• Bed includes Standard Amari Mattress & Box Spring

  Yes

  No

  N/A

• The mattress is in good condition. It is supportive, firm and does not sag. The mattress is clean. There are no stains, signs of mold or any unpleasant smells.

  Yes

  No

  N/A

• Bed rotation chart

  

• Mattresses are properly rotated and/or flipped every 3 months (see picture above). There should be a sign/sticker fixed to the mattress indicating the months when the mattress should be rotated.

  Yes

  No

  N/A

• The bed frame and headboard are clean and in good condition.

  Yes

  No

  N/A

• An Amari Environmental card is located on the bedside table (P.RD.05.009 & P.RD.05.010).

  Yes

  No

  N/A

Disturbances

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Doorbell/ Do Not Disturb / Room Make-Up Request buttons/ door hangers are in good condition. Check button(s) and indicator(s) - Doorbell does not work when DND is on.

  Yes

  No

  N/A

• Lights from indicators and/or A/C control panels are not disturbingly bright (P.RD.05.009 A).

  Yes

  No

  N/A

• There are no disturbing noises generated from within the room. Measure the total noise in the room using the sound meter. First, adjust the A/C fan speed to low. Next, stand at the approximate middle of the room then take a measurement (30-40 dB is quiet, 41-50 dB is average, above 51 dB is loud). (P.RD.05.009 A)

  <40 dB

  41-50 dB

  >51 db

  N/A

• There are no disturbing noises generated from within the hotel (i.e. noise from corridor or other guest rooms) (P.RD.05.009 A). If there is disturbing noise regards the internal maintenance, notice letter must be sent to guest in advance.

  Yes

  No

  N/A

• There are no noise problems generated from outside the hotel. (i.e. traffic / construction noises etc.) (P.RD.05.009 A).

  Yes

  No

  N/A

• Room number audited:

Air-Conditioning

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Upon initial entry to the room the air-conditioning should be set no lower than 24°C (P.RD.05.009 A)

  Yes

  No

  N/A

• The air-conditioner controller is easy to use and functioning properly.

  Yes

  No

  N/A

Luggage Rack & Closet

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• A luggage rack is provided & there is sufficient space for at least 1 piece of luggage. Can be standalone or built-in. Request if not in-room. (P.RD.05.009 C) (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• The luggage rack is in good condition and suitably clean.

  Yes

  No

  N/A

• The exterior of the closet/wardrobe is clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• The interior of the closet/wardrobe is clean and in good condition and neatly organized.

  Yes

  No

  N/A

• There are 6 wooden hangers in the closet (3 with clips and 3 without). Anti-theft models are not allowed. (P.RD.05.009 C.)

  Yes

  No

  N/A

• The hangers are clean and in good condition.

  Yes

  No

  N/A

• Two (2) sets of bathrobes and 2 pairs of slippers are provided (P.RD.05.009 C).

  Yes

  No

  N/A

• The robes and slippers are clean and in good condition. There are no holes, frays or stains.

  Yes

  No

  N/A

• There is a functioning personal safe large enough to accommodate an 11" sized laptop computer (P.RD.05.009 A). (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• There are instructions for the safe. Pictogram is preferred but English text is also acceptable. (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• The interior and exterior of the safe are clean.

  Yes

  No

  N/A

• A wall mounted laundry supplies holder containing laundry/dry cleaning/pressing list, laundry bags and a SEWING KIT is provided (P.RD.05.009 C).

  Yes

  No

  N/A

• All laundry collateral is useable, clean and in good condition.

  Yes

  No

  N/A

• A wall-mounted iron organizer containing a non-stick, three-way auto shut-off iron and ironing board is provided in the closet or available upon request. (P.RD.05.009 C).

  Yes

  No

  N/A

• All ironing supplies are functioning, clean and in good condition.

  Yes

  No

  N/A

• A flashlight is provided. It is functioning has sufficient power.

  Yes

  No

  N/A

• An Amari beach bag is provided for resort properties - clean and in good condition.

  Yes

  No

  N/A

Connectivity & Communications

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• One (1) functioning telephone is provided per room and two (2) telephones are provided for Executive Rooms, Suites and Residences (P.RD.05.009 D). (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• All telephones are in good condition, clean and free from dust.

  Yes

  No

  N/A

• At least one of the telephone's faceplate meets Amari standards and must include room number, hotel name, hotel’s physical address and hotel contact details including telephone number and website (P.RD.05.009 D) (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

• A telephone notepad containing the property’s phone list, a branded notepad and branded pencil must be set next to the phone (P.RD.05.009 D - Take picture).

  Yes

  No

  N/A

• All services via the "One Call Service" line is handled in 1 call. Mark as NO if there is no OCS button.

  Yes

  No

  N/A

• The WIFI is functioning properly and is stable. The system should support at least 4 CONCURRENT connections.

  Yes

  No

  N/A

• There are at least 2 conveniently located electrical plugs that are available for guest use (P.RD.05.009 D).

  Yes

  No

  N/A

Guest Services Directory

• There is an IPTV system showing available guest services or there is a QR code in lieu of the printed GSD? Mark as NO (Deduct point) if there is a printed GSD placed in the room.

  YES

  NO

  N/A

• The IPTV / QR code works properly. (Deduct point if QR code does not work properly)

  YES

  NO

  N/A

• Sufficient Information is provided in the various subsections.

  Yes

  No

  N/A

• There are no errors (factual, spelling, or grammatical).

  Yes

  No

  N/A

• A full and updated Guest Services Directory is provided (P.RD.05.009).

  YES

  NO

  N/A

• The GSD is in English (other languages may be available but not necessary (P.RD.01.005 A).

  Yes

  No

  N/A

• The GSD is clean and in good condition. There are no stains, discoloration, creases or other damage on the exterior and interior of the GSD. (Take picture if there are any issues).

  Yes

  No

  N/A

• GSDs must include the following: Guest Services, Culinary, In-Room Dining Menu, Spa (if available), a map of the Resort (Resort properties only), Safety & Security, Social Responsibility (P.RD.01.005 A)

  Yes

  No

  N/A

• GSDs may not include advertising of non-property services and must not include a GENERIC welcome letter by the GM. (P.RD.01.005 A).

  Yes

  No

  N/A

• There are no errors (factual, spelling or grammatical).

  Yes

  No

  N/A

Entertainment Facilities

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Minimum size of TVs for standard rooms will be 40“, properties may choose to move towards 43”. (P.RD.01.001 A).

  Yes

  No

  N/A

• Remote Control Box includes a TV remote control and a channel list - except IPTV properties. For IPTV channel list must be on TV. (P.RD.01.001 A & P.RD.05.009 F)

  Yes

  No

  N/A

• The television channel list is accurate (on paper or on TV - correct number and channel name, no misspelling). (P.RD.01.001 D)

  Yes

  No

  N/A

• Remote Control and box are clean, functioning and in good condition.

  Yes

  No

  N/A

• All Amari properties must provide a minimum of 20 channels (P.RD.01.001 C).

  Yes

  No

  N/A

• 1 x In-House information. <br>2 x English News (CNN, BBC or SKY News). <br>2 x English Movie Channels only or VOD (No series, No TV). <br>1 x English Series or other entertainment. <br>1 x English Music only. <br>1 x Sports only. <br>1 x English Children (Resorts & Residence only). <br>1 x Knowledge. <br>1 x Foreign Language (DW, TV24 ETC.). <br>Local TV channels.

  Yes

  No

  N/A

• All TV channels have HD reception and sound.

  Yes

  No

  N/A

• There shall be no religious text in the guest room unless stated by local laws (P.RD.01.005 C) (Deduct point if hotel provide religious text in the guest room)

  YES

  NO

  N/A

• SUITES & EXECUTIVE ROOM ONLY - If international news magazines and lifestyle magazines are provided, they must be current and in good condition. (P.RD.01.005 B)

  Yes

  No

  N/A

Minibar & Kiosk

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• The minibar refrigerator is functioning. If the room features a kitchen then select to audit either the minibar or the kitchen refrigerator. If the room has both then audit both. (Deduct point if the minibar refrigerator is not functioning)

  YES

  NO

  N/A

• The interior and exterior of the minibar refrigerator is clean and in good condition. Surrounding area is clean.

  Yes

  No

  N/A

• The minibar is neatly set up for selcted room type as per OHG Rooms discretions.

  Yes

  No

  N/A

• A correctly itemized price list is provided. It is clean and in good condition (P.FB.04.002).

  Yes

  No

  N/A

• Is the inspected room has complimentary minibar upon arrival? <br>Selected properties are:<br>Thailand : AWB, AOP, ACP, APS<br>Malaysia : ASP, AEK, AJM

  Yes

  No

• Complimentary Welcome Minibar on arrival for selected room type (For selected Thailand and Malaysia properties) is set up according to P.RD.05.009 section F. In addition, prices for replenished items and additional items must be available on the minibar menu.

  Yes

  No

  N/A

• For other hotels which are not on the list of complimentary minibars on arrival. The following list of minibars must be available on a chargeable basis.<br>Must contain a minimum of:<br>2 x Soft Drinks<br>2 x Juices<br>2 x Premium beers<br>2 x mineral waters<br>2 x Chips<br>2 x Nuts<br>2 x Snacks

  Yes

  No

  N/A

• All items including beverages, snacks and convenience products are within their expiry dates (P.FB.04.002). (Deduct point if auditor found any items pass their expiry dates)

  YES

  NO

  N/A

• A functioning electric kettle is provided and there is a convenient power socket located nearby (P.FB.04.002). (Deduct point if hotel fails to provide either of the item)

  YES

  NO

  N/A

• The kettle is dry, clean and free from calcium residues.

  Yes

  No

  N/A

• 2 x complimentary bottles of water per day. Bottles may be in the bathroom. (P.FB.04.002).

  Yes

  No

  N/A

• 2 x water glasses with branded paper coaster (P.FB.04.002).

  Yes

  No

  N/A

• 2 x white mugs with branded paper coaster (P.FB.04.002).

  Yes

  No

  N/A

• 2 x Teaspoons (P.FB.04.002).

  Yes

  No

  N/A

• 2 bags of Chamomile tea<br>2 bags of Jasmine tea <br>2 bags of Black teas in international properties (approved brands in a size that fits the tray) <br>or <br>2 bags of TWG English Breakfast, <br>2 bags of TWG Jasmine tea <br>2 bags of TWG Chamomile tea in Thai properties (P.FB.04.002).

  Yes

  No

  N/A

• 2 x Coffee, any brand (P.FB.04.002).

  Yes

  No

  N/A

• 2 x Non-dairy Creamer (or milk)<br>2 x Brown sugar sachets<br>2 x White sugar sachets<br>2 x Artificial sweeteners <br>(P.FB.04.002).

  Yes

  No

  N/A

Kitchen Equipment

• Are there kitchen facilities within the room?

  Yes

  No

• Fridge/freezer unit is functioning, clean and in good condition.

  Yes

  No

  N/A

• Electric microwave oven is provided, it is clean and in good condition.

  Yes

  No

  N/A

• The electric hotplate is clean and in good condition. (Coil or induction only - no gas)

  Yes

  No

  N/A

• The extract hood covering the hotplate/cooker range is clean and in good condition.

  Yes

  No

  N/A

• An automatic coffee machine (any kind) is provided. It is clean and in good condition.

  Yes

  No

  N/A

• Kitchen cooking set appears complete (pots, pans, ladles, can/bottle opener - any configuration) and is clean and in good condition.

  Yes

  No

  N/A

• A complete knife set (paring, utility and chef) is provided. The knives must be properly sharpened, clean and in good condition. Knives can be on request but there must be clear signage in the kitchen area advising guests on how to request knives. (P.RD.05.009)

  Yes

  No

  N/A

• There are at least 2 complete service sets per bedroom. A 2 bedroom should have 4 complete sets.

  Yes

  No

  N/A

• All glassware is clean and in good condition.

  Yes

  No

  N/A

• All flatware is clean and in good condition.

  Yes

  No

  N/A

• All tableware is clean and in good condition.

  Yes

  No

  N/A

• 1 chopping board is provided and is clean and in good condition.

  Yes

  No

  N/A

• Toaster (if provided) is clean and in good condition.

  Yes

  No

  N/A

• The kitchen counter is clean and in good condition.

  Yes

  No

  N/A

• The kitchen cabinets and drawers are clean, in good condition and operate smoothly.

  Yes

  No

  N/A

• Room number audited:

Upkeep & Cleanliness

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• The bathroom door is clean and in good condition.

  Yes

  No

  N/A

• The flooring is clean, free from hair and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Walls are clean and in good condition. There are no cracks, chip marks or dents. The walls are free of watermarks, stains, discoloration and cobwebs.

  Excellent

  Good

  Average

  Poor

  N/A

• Ceiling is clean and in good condition. Free of stains and water damage. (Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• Mirrors and frames are clean and in good condition. There are no tarnish marks, free of dust and streaks

  Yes

  No

  N/A

• Anti Fog Make Up Mirror

  

• EXECUTIVE ROOMS & SUITES ONLY - Illuminated, wall mounted or table-top anti-fog makeup mirror is provided. It is clean and in good condition. (P.RD.05.009 G)

  Yes

  No

  N/A

• All the lights in the bathroom are working and there is sufficient light to apply makeup / shave (P.RD.05.009 G).

  Yes

  No

  N/A

• A wastebasket with a lid is provided. It is clean and in good condition. (P.RD.05.009 G)

  Yes

  No

  N/A

• The vanity top is clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Sink is clean, in good condition, dry & free of hair.

  Excellent

  Good

  Average

  Poor

  N/A

• Sink plug / hole is free of hair. (Take picture)

  Yes

  No

  N/A

• All vanity counter plumbing fixtures (taps - faucets - mixers) are functioning correctly, clean, well-polished and in good condition.

  Yes

  No

  N/A

• Toilet unit is clean, free of odor and functioning and in good condition. (Take picture from above with lid closed)

  Yes

  No

  N/A

• Bidet Hose is functioning and in good condition. The spray head and pipe is free of mold and calcium. If none then mark as N/A. (Take picture of the spray head).

  Yes

  No

  N/A

• There are no foul odors lingering in the toilet area.

  Yes

  No

  N/A

• Minimum two (2) rolls of toilet paper are available.

  Yes

  No

  N/A

• Toilet Paper Folding Method

  

• Toilet paper holder is clean, and the paper is neatly folded to a point/diamond shape (S.RD.05.001 - Take picture).

  Yes

  No

  N/A

• Is there a shower unit?

  Yes

  No

• The shower unit (shower door, wall and floor) is clean, dry, free from white residue and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Is there a bathtub?

  Yes

  No

• Bathtub and surrounding area are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• All shower and bath plumbing fixtures (shower head - taps - faucets - mixers) are clean, well-polished, in good condition and functioning correctly.

  Yes

  No

  N/A

• All grouting in shower & bath area are clean and in good condition - no discoloration, no mold, no chips, or missing pieces.

  Yes

  No

  N/A

• All drainage is efficient and free of debris.

  Yes

  No

  N/A

• The bathroom is clear from insects (alive or dead).

  YES

  NO

  N/A

Facilities & Amenities

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Hair dryer is provided, clean, functioning and in good condition. Hair dryer must minimum 1800 watts and there should be no high voltage power plug in the bathroom (if so, mark NO). (P.RD.05.009 H)

  Yes

  No

  N/A

• 2 x Drinking glasses with branded coasters (P.RD.05.009 G - Take picture).

  Yes

  No

  N/A

• 2 x Bath towels<br>2 x Hand towels<br>2 x Face towels<br>1 x Bathmat<br>(P.RD.05.009 G)

  Yes

  No

  N/A

• All towels provided are clean and in good condition including touch. Towels must be plush not rough. (P.RD.05.009 G).

  Yes

  No

  N/A

• If a bathroom scale is available then it is clean, functioning and in good condition. If not available in the room, request one. (P.RD.05.009 G).

  Yes

  No

  N/A

• Toiletries are presented in an amenity tray. Trays and contents must be clean and in good condition (P.RD.05.009 G - Take picture).

  Yes

  No

  N/A

• Tissue box with 2-ply facial tissues. (P.RD.05.009 G).

  Yes

  No

  N/A

• 1 Shampoo <br>1 Body wash<br>1 Body lotion bottle<br>(All items above 30ml in standard rooms and 50ml in suites and executive rooms)<br>1 Body bar soap, 50 grams placed in the shower area of suite and executive rooms only<br>1 Hand bar soap placed by the sink in all rooms. All Items may be in a dispenser or bottles .<br> (P.RD.05.009 G - Take picture).

  Yes

  No

  N/A

• 2 Toothbrush sets with toothpaste<br>1 Shower cap<br>1 Sanitary bag <br>1 Vanity Kits<br>(P.RD.05.009 G).

  Yes

  No

  N/A

• On request items:<br>Comb, Emery Board, Detergent and Razor Kits (P.RD.05.009 G).

  Yes

  No

  N/A

Water Quality

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Test site is in the room the auditor stays in.

• Water pressure in the bathroom is sufficiently strong, constant and easily adjustable. The water pressure is to be assessed in the room that the auditor is staying in.

  Yes

  No

  N/A

• Hot water is sufficiently hot and easily adjustable. Water temperature is constant. To be assessed in the room that the auditor is staying in.

  Yes

  No

  N/A

• Water runs clear has no unpleasant odor. To be assessed in the room that the auditor is staying in.

  Yes

  No

  N/A

Telephone Call -

• This call is linked to

• Time of call

• The line was answered in 3 rings by a Team Member

  Yes

  No

  N/A

• The greeting of "[Salutation] + [Department name] + "How may I brighten your day?" is used. "Good morning, this is the Front Desk. How may I brighten your world?"

  Yes

  No

  N/A

• Greeting is clearly spoken.

  Yes

  No

  N/A

• Caller is not on hold for more than 15 seconds. The hold must be announced and thanked for.

  Yes

  No

  N/A

• Caller is addressed by name

  Yes

  No

  N/A

• Team Member is polite and efficient.

  Yes

  No

  N/A

Wakeup Calls (P.RD.03.017) -

• You must perform at least TWO wake up call test.

Wake Up Call -

• Requested wake up time

• Did TM reconfirm wake-up time?

  Yes

  No

  N/A

• Did TM wish guest a good night? (local language acceptable)

  Yes

  No

  N/A

• Time wakeup call received.

• The wakeup call is delivered within ±3 minutes of the requested time?

  YES

  NO

  N/A

Housekeeping Maid Services

• You must audit at least TWO daily maid services. If there is an option to request a turndown then you must do so at least once.

Daily Maid Service -

• Time (approximate) service performed

• Housekeeping carts are neat and tidy; no stacking of dirty linens and rubbish on the carts

  Yes

  No

  N/A

• Housekeeping TM closes or blocks the door while in the room and hangs a sign on the doorknob indicating the room is in the process of being serviced

  Yes

  No

  N/A

• Bed is neat & tidy and completely clear of hotel items

  Yes

  No

  N/A

• Room smells fresh

  Yes

  No

  N/A

• All used coffee / tea facilities, glasses, ashtrays, wastebaskets, kettle cleaned & tidied. All eating utensils, dishware and flatware are sanitized.

  Yes

  No

  N/A

• Room temperature is not changed by staff

  Yes

  No

  N/A

• Laundry bags & cards replenished (if applicable)

  Yes

  No

  N/A

• Guest's clothing is neatly folded

  Yes

  No

  N/A

• Guest's shoes placed tidily

  Yes

  No

  N/A

• Guest's personal items left on desk are untouched

  Yes

  No

  N/A

• Cash in room is left untouched

  YES

  NO

  N/A

• TV switched-off at remote and remote is returned to the box.

  Yes

  No

  N/A

• Sheer curtains are neatly closed

  Yes

  No

  N/A

• Bathroom is tidied and towels handled according to guest's wishes (keep or change) (P.RD.05.010 C)

  Yes

  No

  N/A

• Personal toiletries are neatly organised

  Yes

  No

  N/A

• Used hotel toiletries and amenities are replenished.

  Yes

  No

  N/A
Turndown Service -

• Time (approximate) service performed

• Service is completed before 21:30 unless otherwise requested

  Yes

  No

  N/A

• Housekeeping carts are neat and tidy; no stacking of dirty linens and rubbish on the carts

  Yes

  No

  N/A

• Housekeeping TM closes or blocks the door while in the room and hang sign on doorknob indicating room is in process of being serviced

  Yes

  No

  N/A

• Bed is neatly turned down and completely clear of hotel items

  Yes

  No

  N/A

• One drinking glass and one bottle of water is placed on bedside table per occupant

  Yes

  No

  N/A

• Room smells fresh

  Yes

  No

  N/A

• Blackout curtains are drawn unless night view is spectacular then there is the option to leave them open.

  Yes

  No

  N/A

• Room temperature is not changed by staff

  Yes

  No

  N/A

• Entry hall light and bedside lights are turned on

  Yes

  No

  N/A

• All used coffee / tea facilities, glasses, ashtrays, wastebaskets cleaned & tidied

  Yes

  No

  N/A

• Guest's clothing is neatly folded

  Yes

  No

  N/A

• Guest shoes placed tidily

  Yes

  No

  N/A

• TV switched-off at remote and remote is returned to the box.

  Yes

  No

  N/A

• Staff fixes malfunctioning light bulb (Mark N/A if none)

  Yes

  No

  N/A

• Cash left in room is discreetly handled

  YES

  NO

  N/A

• Bathroom tidied and towels handled according to guest wishes. (P.RD.05.010 C)

  Yes

  No

  N/A

• Personal toiletries are neatly organized

  Yes

  No

  N/A

Laundry / Pressing (P.RD.06.001)

• Send a maximum of 2 garments for regular cleaning. NO DRY CLEANING. Be sure to leave a small currency note or small item inside the garment pocket.

• Audit laundry services?

  Yes

  No

• The property offers "Regular" (next day) and "Same Day" services

  Yes

  No

  N/A

• Express four hours pressing service is offered (P.RD.06.001 (1.1) A)

  Yes

  No

  N/A

• Laundry form clearly shows return times.

  Yes

  No

  N/A

• During telephone conversation TM provides estimated return time. If NO also mark telephone section as inefficient.

  Yes

  No

  N/A

• TM picking up the garment bag reconfirms estimated return time. If time provided different from telephone call then mark as NO.

  Yes

  No

  N/A

• Estimated time of return:

• Approximate time garment(s) returned:

• Garments are returned within the estimated time.

  Yes

  No

  N/A

• Garments are properly cleaned and returned according to instructions (on hanger or folded).

  Yes

  No

  N/A

• Garments returned on hangers are covered (garment bag should be made of biodegradable material).

  Yes

  No

  N/A

• Garments returned folded are placed in a basket and covered.

  Yes

  No

  N/A

• All Polymarks, laundry labels, tags and stables are removed from the garment. (Mark N/A if none)

  Yes

  No

  N/A

• Small items or currency left in/on the garment are checked and inform the guest to return. (Deduct point if small item or currency gone missing and required investigation)

  YES

  NO

  N/A

Housekeeping Item Request (T.RM.02.02.01)

• Request for a hotel item from housekeeping such as towels, more water, more tea, cutlery etc.

• Audit Housekeeping item request?

  Yes

  No

• During the call, TM repeats the guest request to ensure that all details have been obtained.

  Yes

  No

  N/A

• TM provides an estimated when item will be delivered.

  Yes

  No

  N/A

• Estimated delivery time

• Time item delivered to room

• The item delivered to the room within 20 minutes.

  Yes

  No

  N/A

• The correct item is delivered to room.

  YES

  NO

  N/A

• Team member delivering item is well groomed / uniform in good condition.

  Yes

  No

  N/A

Maintenance Request

• If there is a genuine issue then make a maintenance request. If there is no issue then you may loosen a lightbulb and call for it to be repaired.

• Audit maintenance request?

  Yes

  No

• Description of problem reported

• Time of call:

• Time TM arrived to the room

• TM arrives to the room within estimated time stated during call or if time not stated within 20 minutes of the call.

  Yes

  No

  N/A

• TM wears gloves while fixing the problem.

  Yes

  No

  N/A

• TM is able to satisfactorily fix the issue or provide feedback within in 15 minutes of arrival. If not then the TM escalates and management resolves the issue(s) in a timely and satisfactory manner. (Deduct point if hotel fails to provide the service)

  YES

  NO

  N/A

Information Request

• Call the hotel from an outside line and ask for some general information about the hotel such as how far it is from the airport (or another location), are there handicap friendly rooms / parking / ramps available, is there a business center / children's pool, etc.

• Audit information request?

  Yes

  No

• For purposes of this audit questions will be limited to general questions. Input the question asked:

• The call was answered within 3 rings with the standard greeting. <br>“Good morning/ afternoon/ evening, (…) (name of your area/ department), (…) (your name) speaking, how may I brighten your world?” (T.RM.02.01.01)

  Yes

  No

  N/A

• The question is knowledgeably answered in a professional manner.

  Yes

  No

  N/A

• TM proactively and intelligently provides more information or ask follow-up questions (I.E. airport distance - transfer, handicap rooms - reservation, business center - sales, etc.)

  Yes

  No

  N/A

F&B Information Request (in person)

• Visit to the Concierge / Bell / Front Desk and ask for a recommendation for a specific cuisine. I.E. "I would like to try some Thai street food this evening. What do you recommend?"

• Audit F&B information request?

  Yes

  No

• Concierge / TM able to recommend restaurant according to the guest’s requested cuisine.

  Yes

  No

  N/A

• Concierge / TM offers to make a booking

  Yes

  No

  N/A

• Concierge / TM verbally and accurately reconfirms the booking

  Yes

  No

  N/A

• Concierge / TM offers to arrange transportation / assists with directions

  Yes

  No

  N/A

• Concierge / TM has friendly & helpful MANNER

  Yes

  No

  N/A

Emotional Questions

• TM is highly articulate and avoids slang and excessive use of phrase-fragments

  Yes

  No

  N/A

• TM is polite and maintains a gracious tone and appropriate pace throughout the interaction

  Yes

  No

  N/A

• TM readily smiles and maintains an engaging expression

  Yes

  No

  N/A

• TM makes eye contact and keeps focus on the guest

  Yes

  No

  N/A

• TM exhibits a genuine sense of interest and concern for the guest. Showing care and flexibility on the guest's situation

  Yes

  No

  N/A

• TM is thoughtful and intuitive, demonstrating anticipatory service when appropriate and helpful. Proactively offer help with extra-mind.

  Yes

  No

  N/A

• TM can capably answer questions about the entire hotel or obtains effective and prompt assistance

  Yes

  No

  N/A

• TM performs the requirements of their department knowledgeably and proficiently

  Yes

  No

  N/A

• TM does not decline any request without offering appropriate alternatives

  Yes

  No

  N/A

• TM maintains alert posture and behaves professionally in view of the guest

  Yes

  No

  N/A

Connectivity / Technical Assistance

• Conduct this test only if there is difficulty getting connected to the hotel's WiFi.

• Audit connectivity / technical assistance?

  Yes

  No

• Call is handled efficiently and professionally. The caller is not transferred

  Yes

  No

  N/A

• Time TM arrive in-room or call to give assistance (if applicable)

• Connection successfully established (with either telephone assistance or in person assistance)

  Yes

  No

  N/A

• Time connection established:

• Connection established within 15 minutes (of initial call)

  Yes

  No

  N/A

Lost Key Replacement (P.RD.03.003)

• Ask for a replacement key from the Front Desk. Try the late shift.

• Audit lost key replacement?

  Yes

  No

• TM positively confirms the ID of the person requesting the key (ID card / passport vs registration card) (Deduct point if TM fails to verify ID of the guest)

  YES

  NO

  N/A

• TM enters the incident into the Lost Key Log (manual or digital) and asks the guest to sign a form acknowledging the lost key before issuing a new key.

  YES

  NO

  N/A

• TM will void all keys associated with the room and ADVISE the guest that all keys issued during check-in are now invalid.

  Yes

  No

  N/A

• New keys (1 or 2) will be cut and provided in a standard key envelope WITHOUT internet login slip.

  Yes

  No

  N/A

• During transaction TM is polite and addresses guest by name.

  Yes

  No

  N/A

Guestroom Number Confidentiality

• Place an external call into the hotel. Using any means necessary attempt to get the room number from the TM. If TM offers to take a message be sure to include a specific name and telephone number so accuracy of the message can be checked.

• Audit guestroom number confidentiality?

  Yes

  No

• The call was answered within 3 rings with the standard greeting.<br>“Good morning/ afternoon/ evening, (…) (name of your area/ department), (…) (your name) speaking, how may I brighten your world?” (T.RM.02.01.01)

  Yes

  No

  N/A

• TM politely refuses to divulge room number or other guest’s details (number of people stay, period stay, travel details etc.) S.RD.03.010 (Deduct point if TM disclose guest's room number)

  YES

  NO

  N/A

• TM offers to connect caller to guest room or take a message

  Yes

  No

  N/A

• If TM takes a message then the message is neatly and accurately delivered within 30 minutes of the call.

  Yes

  No

  N/A

Access via Housekeeping

• Auditor will approach a random Housekeeping team member and ask them to open a guestroom door.

• Audit guestroom access via Housekeeping?

  Yes

  No

• Housekeeping TM ALWAYS declines & politely asks the guest to contact the Front Desk for assistance. (Deduct point if TM open guestroom door)

  YES

  NO

  N/A

• TM is well groomed / uniform in good condition

  Yes

  No

  N/A

Assistance with the Safe

• Place a few items into the safe. Make sure to include a variety of bank notes as well as other small valuables.

• Audit assistance with safe?

  Yes

  No

• Time of call:

• Time response team arrives to room:

• The response team consisting of MFO and Security approved WITNESS arrive to the room within 20 minutes of the call.

  Yes

  No

  N/A

• MFO brings the guest's registration card to verify the guest's ID and signature (compare against Photo ID & require guest to sign the consent form) prior to open the safe. (Deduct point if TM fails to obtain guest's photo ID & Signature.)

  YES

  NO

  N/A

• Once the safe is opened. MFO asks permission to take a picture of the contents inside without touching anything. Check photo to ensure that it clearly shows everything in the safe as it was.

  Yes

  No

  N/A

• MFO asks the guest to take out all the items and place them on the bed/desk. MFO will FULLY describe all the items in the safe on the Guestroom Safe Inventory form (i.e. currency will be listed by bill - THB 1000 x 1). MFO WILL NOT touch the safe's contents at any time.

  Yes

  No

  N/A

• MFO asks the guest to sign for the contents and the service rendered.

  Yes

  No

  N/A

• Before departing the team offers further assistance and bids the guest farewell.

  Yes

  No

  N/A

ONYX Reward Application (OKKAMI)

• Request items or service via ONYX application (only applicable properties)

• Audit assistance with ONYX Reward Application (OKKAMI) ?

  Yes

  No

• Time of contact:

• What is the request or service guest asked?

• The request was replied within 5 minutes since the initial contact has been made.

  Yes

  No

  N/A

• TM is knowledgeable and able to organize the guest’s request or service via the application

  Yes

  No

  N/A

• If guest request for the items/service, TM should inform the estimated time of delivery.

  Yes

  No

  N/A

• TM offer other assistances before leaving the conversation.

  Yes

  No

  N/A

Amari Host

• The Amari Host is present and visible in the lobby & other public areas. The Host is performing his/her primary role while providing occasional assistance to other departments. (Deduct point if hotel does not have an Amari Host.)

  YES

  NO

  N/A

• The Amari Host is in uniform and well-groomed with no body odor. Name tags must be correctly worn on the left pocket / chest. The name tag must have the TM's nickname. A trainee's name tag will have "Trainee" + person's nick name (Trainee John) (P.HR.03.GA.002) (Deduct point if hotel does not have an Amari Host.)

  Yes

  No

  N/A

Priority Check-in

• ONYX Priority Check-in Sign

  

• The ONYX Priority Check-in Sign is prominently placed in the lobby area and there is a check-in station that is dedicated to priority check-in. (P.RD.01.003) (Deduct point if hotel does not have ONYX Priority Check-in Signage)

  YES

  NO

  N/A

Environmental

• The Lobby music selection is supplied by BMAsia or MusixMusix. (P.RD.01.015) (Deduct point if hotel does not have music selection supplied by BMAsia or MusixMusix)

  YES

  NO

  N/A

• Music is CLEARLY heard in the LOBBY at all times of the day and follows Amari Brand Standards (P.RD.01.015). (Deduct point if hotel LOBBY does not play any music selection supplied by BMAsia or MusixMusix.)

  YES

  NO

  N/A

• Music is CLEARLY heard in the ALL F&B OUTLETS at all service times and follows Amari Brand Standards (P.RD.01.015). (Deduct point if hotel F&B OUTLETS does not play any music selection supplied by BMAsia or MusixMusix.)

  YES

  NO

  N/A

• Scenting is provided and serviced by NeoScent. All machines are functioning and the smell is detectable around the lobby. The name of the smell is "Amari Thai Twist". (Deduct point if hotel LOBBY does not have Amari signature scent "Amari Thai Twist" supplied by NeoScent)

  YES

  NO

  N/A

Kids Recognition

• The Special ONYX Kids Recognition program is in practice (all components must be present) (Deduct point if hotel falis to provide the special ONYX Kids Recognition program)

• Special Kids welcome drink.

• Dedicated Kids menu in F&B outlets and In-Room Dining menu.

Exterior, Parking & Entrance

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• All exterior hotel signage including street level and building top are in good condition and appear clean (P.RD.05.012 A - Take pictures of signage which does not in good condition).

  Excellent

  Good

  Average

  Poor

  N/A

• Overall appearance of the exterior of all buildings. Look for cracks, weather marks, discoloration. (P.RD.05.012 A - Take general pictures of all sides of main building and any issues uncovered).

  Excellent

  Good

  Average

  Poor

  N/A

• Is parking provided by a third-party vendor?

  Yes

  No

• Parking pavement, parking structure, striping, driveways, and pedestrian areas are clean and free of debris (P.RD.05.012 A - Take picture).

  Yes

  No

  N/A

• Parking pavement, parking structure, driveways, and pedestrian areas are in good condition, no uneven sidewalks.

  Yes

  No

  N/A

• Parking area provides directional signage to hotel and disclaimer on liability limits per brand graphic standards (P.RD.05.012 A - Take picture). There should be multiple signs to encompass all areas.

  Yes

  No

  N/A

• Traffic at guest drop-off area is well controlled, there is no congestion noted. (P.RD.05.012 A - Take pictures if there are any issues).

  Yes

  No

  N/A

• The main hotel entrance is clean and tidy. Walkways, walls and surround are free of stains, rubbish and debris. The main hotel entrance is in good condition. No cracks, chips or other damage. (Take pictures if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• Hotel doors operate smoothly and are clean. Glass is free of smudges, fingerprints and stains. (Take pictures if there are any issues).

  Yes

  No

  N/A

• All glass doors have Amari-approved die-cut vinyl graphics affixed to the pane at two levels: 150 cm and 80 cm AFF. (P.RD.05.012 A - Take picture).

  Yes

  No

  N/A

• Handrails and other fixtures are well attached and not loose. Mark as N/A if no fixtures are available.

  Yes

  No

  N/A

• The hotel entrance must be attended minimum 16 hours a day by Team Members in the appropriate uniform. The recommended time is from 6:00 to 22:00. (P.RD.05.012 A).

  YES

  NO

  N/A

• Standing ash tray are located sufficiently far enough away from entrance to minimize occurrence of smoke in the area of the hotel entrance. Standing ash trays are clean with no more than 3 cigarettes and sand filtered. (P.RD.01.004 B).

  Yes

  No

  N/A

• Landscaping is free of weeds and debris and well-manicured. For mix use buildings the hotel responsibility will extend to all areas accessible to guests. (P.RD.05.012 A - Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• If flags are flown (State/Province, Country, Amari) per local and/or national protocol, they are clean and in good condition. (If none mark as N/A)

  Yes

  No

  N/A

Exterior Evening Lighting

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Exterior signage is fully illuminated at night and unobstructed. (P.RD.05.012 A - Take picture of all signage which does not in good condition).

  Yes

  No

  N/A

• All exterior building lights are in working condition including backlit signs and parking and driveway signs. (P.RD.05.012 A - Take general picture and specific fused bulbs if necessary).

  Yes

  No

  N/A

• Parking lots, sidewalks, and all other exterior public areas are well-lit - day and night (P.RD.05.012 A)

  Yes

  No

  N/A

Lobby

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Any lobby flower arrangements are fresh. Perished plants are replaced, vase water clean and flowers are kept fresh at all times (P.RD.01.015 F)

  Yes

  No

  N/A

• Flooring (tile - carpet - stone) is clean, free of marks and stains. Flooring is in good condition. There are no chips, cracks, or loose tiles. (P.RD.01.015 B)

  Excellent

  Good

  Average

  Poor

  N/A

• The walls and all vertical surfaces (partitions, columns, etc.) are clean and clear of marks and stains. The walls and all vertical surfaces are in good condition. There are no chips, cracks, or missing pieces. (P.RD.01.015 B)

  Excellent

  Good

  Average

  Poor

  N/A

• Windows, mirrors, glass structures and other reflective surfaces are clean, in good condition and well-polished.

  Excellent

  Good

  Average

  Poor

  N/A

• The ceiling (including ventilation / air-conditioning grids and access hatches) is clean and in good condition and free from damage.

  Excellent

  Good

  Average

  Poor

  N/A

• All lights in the lobby including ceiling lights, wall mounted lamps, table lamps and floor lamps are functioning and in good condition.

  Yes

  No

  N/A

• All light housings in the lobby are clean. There are no cobwebs or fluff present.

  Yes

  No

  N/A

• Lobby chairs and sofas are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Furniture such as tables, decorative elements and display stands is clean, free of stains and discoloration. Furniture such as tables, decorative elements and display stands is in good condition. There are no scuff marks, chips, or other damage.

  Excellent

  Good

  Average

  Poor

  N/A

• If there is promotional signage at the lobby area, it should be up-to-date information and the signage is clean and in good condition.

  Yes

  No

  N/A

• The CSR donation box is placed near the Front Desk Area (P.RD.01.015 M)

  Yes

  No

  N/A

• Free of charge high-speed WIRELESS internet access is available in the Lobby (P.RD.01.015 & P.RD.04.003).

  Yes

  No

  N/A

• Digital signage listing the day's events is prominently displayed in the lobby. When no events are scheduled, Amari brand content is displayed. (P.RD.01.015 M)

  Yes

  No

  N/A

• Digital signage is clean and in good condition.

  Yes

  No

  N/A

• The Front Desk counter is clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• All Front office stations are equipped to handle check-in, check-out and monetary transactions.

  Yes

  No

  N/A

• If the lobby is enclosed, there is free from insect.

  Yes

  No

  N/A

Guestroom Elevators

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Are there any guestroom elevators?

  Yes

  No

• Elevator Number/Code

• Exterior doors, frames and indicators are clean, functioning and in good condition. (P.RD.05.012 C)

  Excellent

  Good

  Average

  Poor

  N/A

• Exterior call buttons are functioning, clean and in good condition.

  Yes

  No

  N/A

• Interior doors and frames are clean and in good condition. (P.RD.05.012 C)

  Excellent

  Good

  Average

  Poor

  N/A

• Interior call buttons and indicators are functioning, in good condition and clean. (P.RD.05.012 C)

  Yes

  No

  N/A

• All elevators have handicap friendly features such as lowered button panels and/or voice announcements.

  Yes

  No

  N/A

• Security access control is functioning ("N/A" for Resort properties if elevator has none). The key must be able to only access one designated floor. If multiple floors can be selected, then mark as NO. (Deduct point if guestroom elevators can access multiple floors)

  YES

  NO

  N/A

• All facilities are clearly marked. The marking can either be next to the buttons or on a separate panel. (P.RD.05.012 C)

  Yes

  No

  N/A

• All promotional paraphernalia are up to date, clean and in good condition including the frame. If illuminated, all lights must be working. (P.RD.05.012 C)

  Yes

  No

  N/A

• Interior of elevator (walls, ceiling and floor) is clean and in good condition. (P.RD.05.012 C - Take picture).

  Excellent

  Good

  Average

  Poor

  N/A

• There is no unpleasant noise or shaking and the temperature is comfortable.

  Yes

  No

  N/A

• There is no unpleasant smell or over scenting in the elevator. (P.RD.05.012 C)

  Yes

  No

  N/A

Guestroom Corridor

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Floor assessed

• Area in front of elevator landings is clean. (P.RD.05.012 D)

  Excellent

  Good

  Average

  Poor

  N/A

• Directions signage to rooms are clear and in good condition. (P.RD.05.012 D)

  Yes

  No

  N/A

• Flooring (carpet - tile - parquet) is clean and in good condition. (P.RD.05.012 D)

  Excellent

  Good

  Average

  Poor

  N/A

• Walls (including molding & skirting) are clean and in good condition. (P.RD.05.012 D)

  Excellent

  Good

  Average

  Poor

  N/A

• Ceiling including air-conditioning and ventilation grids are in good condition. (P.RD.05.012 D)

  Excellent

  Good

  Average

  Poor

  N/A

• Guestroom doors and frames are clean and in good condition. (P.RD.05.012 D).

  Excellent

  Good

  Average

  Poor

  N/A

• Service doors and frames are suitably clean and in usable condition. (P.RD.05.012 D).

  Excellent

  Good

  Average

  Poor

  N/A

• Décor such as plants, artwork and pictures are clean and in good condition. (P.RD.05.012 D).

  Excellent

  Good

  Average

  Poor

  N/A

• Windows, frames, and curtains are clean. If there are no windows, then mark as N/A. (P.RD.05.012).

  Yes

  No

  N/A

• Lighting is sufficient. All lights are in good condition. If some lights are switched off to save energy but the lighting is still sufficient, mark as Yes. (P.RD.05.012 D). The light should be switched off as a pattern, not randomly off.

  Yes

  No

  N/A

• All lights and housings are clean. (P.RD.05.012 D).

  Yes

  No

  N/A

• All corridor(s) including smoking floors smell fresh & clean.

  Yes

  No

  N/A

• Temperature is comfortable. Mark as N/A if not enclosed.

  Yes

  No

  N/A

Meeting Space

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Are there meeting facilities in the hotel?

  Yes

  No

• All properties provide guests with a Meeting Facilities Guide (compliant with Amari Brand Graphic Standards) which includes diagrams of all function Space and an accurate assessment of the capacity for each setup as well as a listing of the services provided and sample menus (P.FB.06.003 B).

  Yes

  No

  N/A

• Hotel-installed directional signage from the lobby to meeting rooms is clear and easy to read. For hotels with multiple entries, signage must be at all access points (P.FB.06.003 G).

  Yes

  No

  N/A

• Name of meeting space assessed

• Event Listing signage is digitally displayed (P.FB.06.003 G).

  Yes

  No

  N/A

• For large event space as ballrooms, the facility assessed has functioning dimmer system (P.FB.06.003 A).

  Yes

  No

  N/A

• All facility lights are functioning. (Take picture if there are any issues).

  Yes

  No

  N/A

• Hotel guests can access free Wi-Fi using their guestroom login while in the meeting rooms (P.FB.06.003 E).

  Yes

  No

  N/A

• All AV equipment are set up correctly and functioning properly. (P.FB.06.003 E)

  Yes

  No

  N/A

• Podiums are clean, well maintained and feature proper hotel logo near top of podium. (P.FB.06.003 A).

  Yes

  No

  N/A

• Each delegate receives the following items: branded notepad, branded pencils, bottled water, branded coasters, and drinking glass (water stations are also acceptable) (P.FB.06.003 B).

  Yes

  No

  N/A

• Tables covered with tablecloth or felt in non-boardroom settings. The tablecloth must be pressed, clean and free of damage. (P.FB.06.003 B).

  Yes

  No

  N/A

• Flooring (carpet - tile - parquet) is clean and in good condition. (Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• Walls (including partitions) are clean and in good condition. (Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• Ceiling including air-conditioning and ventilation grids are in good condition. (Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• Windows, frames and curtains (if present) are clean and in good condition. Mark as N/A if there are no windows.

  Excellent

  Good

  Average

  Poor

  N/A

Lobby Area Public Restrooms

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Restroom door and entrance area are clean and in good condition.

  Yes

  No

  N/A

• Flooring is clean and in good condition throughout the bathroom.

  Excellent

  Good

  Average

  Poor

  N/A

• Walls (including partitions) are clean and in good condition throughout the bathroom (Access only walls do not assess stalls).

  Excellent

  Good

  Average

  Poor

  N/A

• Ceiling including air-conditioning and ventilation grids are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• The air freshener system is functioning and detectable. If burner system is in use, then it must be lit with sufficient oil. (P.RD.05.012 B)

  Yes

  No

  N/A

• Automated faucets are in place and functioning intuitively (P.RD.05.012 F).

  Yes

  No

  N/A

• The countertops are clean and sufficiently dry, and sinks are in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• A fresh flower arrangement or plant is in place in each public restroom (B.PF.03.02 F)

  Yes

  No

  N/A

• 1 stocked paper towel dispenser for every four sinks (or in sufficient amount) (P.RD.05.012 F)

  Yes

  No

  N/A

• If electronic hand dryer is provided, it is functioning correctly, clean and in good condition. (P.RD.05.012 F)

  Yes

  No

  N/A

• There are rubbish bins. Bins have removable liners. The rubbish bin exterior is clean, and it is not overfilled. (P.RD.05.012 F).

  Yes

  No

  N/A

• Automatic urinal flushing and sanitizer systems are in place and functioning properly (P.RD.05.012 F).

  Yes

  No

  N/A

• All urinals are clean and in good condition. Urinal drain is not clogged. (P.RD.05.012 F).

  Yes

  No

  N/A

• All toilets are functioning correctly.

  Yes

  No

  N/A

• All toilets are clean and in good condition. (Take one picture from above and one from below)

  Excellent

  Good

  Average

  Poor

  N/A

• Toilet cubicles are clean and in good condition. Doors are lockable. (Doors-walls-floor).

  Excellent

  Good

  Average

  Poor

  N/A

• There are door stoppers with rubber pads in all toilet cubicles.

  Yes

  No

  N/A

• All toilet cubicles have two (2) rolls of toilet paper (P.RD.05.012 F) (One big roll of toilet paper is acceptable)

  Yes

  No

  N/A

• All toilet cubicle doors have coat hooks. All hooks are well mounted and in good condition. (P.RD.05.012 F).

  Yes

  No

  N/A

• All cubicles must have rubbish bins with lids. Rubbish bins are clean and in good condition.

  Yes

  No

  N/A

• Sanitary disposal containers (bag) for every women restroom toilet stall (B.PF.03.02 B). There must be AT LEAST 2 bags per stall.

  Yes

  No

  N/A

• If there are any promotional signage, the signage must be up to date. Photo frame or any decorations are clean and in good condition.

  Yes

  No

  N/A

Pool

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Does the property have pools?

  Yes

  No

Upkeep & Cleanliness

• Rolled towels in a pyramid formation / stacked.

  

• Pool towels are NEATLY ROLLED and presented in a pyramid structure or in a frame structure, see sample above. Guests will retrieve the towels themselves. There must be SIGNAGE for new towels and used towels. (OC-SMS 1.3 - Swimming Pool) (Deduct point if hotel does not have SIGNAGE for new towels and used towels)

  YES

  NO

  N/A

• Towels are clean and in good condition (P.RD.08.001)

  Excellent

  Good

  Average

  Poor

  N/A

• A SIGNED used towel bin is neatly provided for used towels and not overly full (P.RD.08.001).

  Yes

  No

  N/A

• The pool water is clean, clear and free of debris (P.RD.08.001)

  Yes

  No

  N/A

• Pool lining (concrete, tile, vinyl) is clean and in good condition, no missing pieces, no mold, no discoloration, cracks or punctures (P.RD.08.001)

  Excellent

  Good

  Average

  Poor

  N/A

• The pool gutter system is in good condition, there is no rust and/or excessive debris (P.RD.08.001 - Take picture).

  Yes

  No

  N/A

• The pool deck and areas surrounding the pool are in good condition. No cracks and chips are noted. The pool deck and areas surrounding the pool are clean - foliage and other natural debris should be minimal (P.RD.08.001 - Take picture).

  Excellent

  Good

  Average

  Poor

  N/A

• Pool furniture (loungers, chairs, cushions, tables, umbrellas) are in good condition, no tears, holes, chips, cracks or other damage. Pool furniture is clean. No stains or discoloration.

  Excellent

  Good

  Average

  Poor

  N/A

• Pool is properly lit for night viewing and observation of the bottom of the pool (P.RD.08.001). (Deduct point if pool does not lit for night viewing and observation)

  YES

  NO

  N/A

Whirlpool

• Are there any whirlpools?

  Yes

  No

Rules & Regulations

• 

• - Usage restricted to hotel guests and members only. - Children under 10 years old are not permitted to use the whirlpool. Children between 10 to 14 must be accompanied by a responsible adult. - The usage of the whirlpool is at your own risk. The hotel is not responsible for any accidents or incidents that may result in injuries. - It is suggested that everyone consult a physician before using the whirlpool. - Use of the whirlpool is not permitted while under the influence of alcohol, narcotics or medication which may cause sleepiness and drowsiness, or raise/lower blood pressure. - Please use the shower before entering the whirlpool. - No diving or horseplay. - Food, beverage, plastic wraps, glass or metal items are prohibited in and around the whirlpool. - Appropriate swimming attire is mandatory. - Management reserves the right to restrict the use of the whirlpool.

• Show Thai version?

  Yes

  No

• - สงวนสิทธิ์ให้เข้าใช้บริการเฉพาะลูกค้าของโรงแรมหรือสมาชิก เท่านั้น - เด็กอายุต่ำกว่า 10 ปี ไม่อนุญาตให้ใช้อ่างน้ำวน เด็กอายุระหว่าง 10 - 14 ปี ต้องอยู่ในความดูแลของผู้ปกครองอย่างใกล้ชิด - การใช้อ่างน้ำวนเป็นความรับผิดชอบของผู้ใช้เอง ทางโรงแรมขอสงวนสิทธิ์ในการรับผิดชอบกับอุบัติเหตุหรือการบาดเจ็บที่เกิดขึ้นเนื่องมาจากการใช้ไม่ถูกต้องหรือไม่ปฏิบัติตามคำแนะนำ - ผู้ใช้บริการอ่างน้ำวนควรปรึกษาหรือได้รับคำแนะนำจากแพทย์ก่อนการใช้บริการ - ห้ามใช้อ่างน้ำวนในขณะที่มีอาการมึนเมาจากแอลกอฮอล์ เสพยาเสพติด หรือ ทานยารักษาโรค ที่ทำให้เกิดอาการง่วงซึมหรือทำให้เกิดความดันโลหิตสูง ความดันโลหิตต่ำ - กรุณาชำระล้างร่างกายก่อนใช้อ่างน้ำวน - ห้ามดำน้ำ ขี่คอหรือขี่หลังในอ่างน้ำวน - ห้ามนำอาหาร เครื่องดื่ม ห่อพลาสติก ภาชนะที่ทำจากแก้วหรือโลหะเข้าไปในบริเวณอ่างน้ำวน - กรุณาสวมใส่ชุดว่ายน้ำก่อนใช้อ่างน้ำวน - ทางโรงแรมขอสงวนสิทธิ์ในการใช้อ่างน้ำวน หากผู้ใช้ใม่ปฏิบัติตามระเบียบและข้อควรปฎิบัติ

• Safety notice boards must be prominently displayed prominently displayed next to the whirlpool. Signage must be in dual languages: English and a second per hotel market mix. The content must include all the items listed above. (P.RD.08.001 F).

  YES

  NO

  N/A

Signage & Safety

• Maximum water depth DOES NOT exceed 1 meter and is clearly marked in at least 2 places round the pool (P.RD.08.002) (Deduct point if whirlpool does not have depth signage at least 2 places round the pool)

  YES

  NO

  N/A

• The whirlpool interior and surrounding deck are clean and in good condition. (P.RD.08.002).

  Excellent

  Good

  Average

  Poor

  N/A

• The whirlpool step and deck have slip resistant surfaces (P.RD.08.002) (Deduct point if whirlpool does not have slip resistant surfaces)

  YES

  NO

  N/A

Fitness Center

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Does the property have a Fitness Center?

  Yes

  No

Set Up, Upkeep & Cleanliness

• The hours of operation are clearly posted and visible from all entrances. (P.RD.08.003 A)

  Yes

  No

  N/A

• A disclaimer must be posted on a highly visible area next to the entrance of the Fitness Centre (P.RD.08.003 H)

  Yes

  No

  N/A

• Accurate wall clock - digital or analogue. Check that the clock is accurate. (P.RD.08.003 D - Take picture).

  Yes

  No

  N/A

• Sweat towels are provided from a SIGNED container. (P.RD.08.003 D).

  Yes

  No

  N/A

• Sweat towels are clean and in good condition. (P.RD.08.003 D - Take picture of one towel selected at random).

  Excellent

  Good

  Average

  Poor

  N/A

• There is a SIGNED used sweat towel storage unit provided. It is clean, in good condition and not overfilled. (P.RD.08.003 D)

  Yes

  No

  N/A

• Complimentary water is provided (P.RD.08.003 D - Take picture).

  Yes

  No

  N/A

• A wastebasket is provided. It is clean and not overfilled (P.RD.08.003 D - Take picture).

  Yes

  No

  N/A

• There is a minimum of 2 treadmills, 2 cross trainers, 2 stationary bicycles, 1 multi-gym and free weights. (P.RD.08.003 E - Take picture).

  Yes

  No

  N/A

• All the fitness machines are clean, regularly wiped down and in good condition, rust-free and functioning correctly. There are no visible sweat stains.

  Excellent

  Good

  Average

  Poor

  N/A

• Each cardio machine includes an individual television viewing system in good working condition (P.RD.08.003 E - Take picture).

  Yes

  No

  N/A

• There must be an area for stretching that is sufficient for at least 1 person (P.RD.08.003 D).

  Yes

  No

  N/A

• Flooring (carpet - tile - parquet) in clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Walls (including molding & skirting) are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Ceiling including air-conditioning and ventilation grids are in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

Sauna & Steam room

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Does the property have a sauna and/or steam room?

  Yes

  No

Rules & Regulations

• - The sauna operating temperatures are between 85°C to a maximum of 100°C. - The steam room operating temperature is at a maximum of 45°C. - Children under the age of 16 must be supervised by an adult. Children under the age of 14 are not permitted to use the Sauna and Steam room at any time. - DO NOT USE the sauna and steam room with any of the following medical conditions: - Pregnancy - Heart disease or circulatory problems including high or low blood pressure - Kidney disease or diabetes - Having any open cuts / wounds or skin infections - Any condition which may cause an adverse reaction to heat - DO NOT USE sauna or steam room under the influence of alcohol, drugs or medication as it may result in unconsciousness. - Remove any metal objects such as watches and jewelry which may become very hot in the sauna and steam room. - A shower is required before using the sauna and steam room. - Drink water before and after getting out of the sauna and steam room to prevent dehydration. - Recommend use is 15 minutes with a maximum of 20 minutes. - Upon leaving the sauna or steam room cool down slowly until the body temperature has returned to near normal then take a warm shower before dressing. - Exit immediately if uncomfortable, dizzy or lightheaded. Excessive exposure to heat may be harmful to your health. - If at any time in the sauna or steam room you start to feel ill or uncomfortable, use the Emergency button in the room to contact a Team Member. - Food, beverage, glass, plastics, and metal items are prohibited in the sauna and steam room.

• Show Thai version?

  Yes

  No

• - ห้องซาวน่ามีอุณหภูมิอยู่ที่ 85 - 100 องศาเซลเซียส - ห้องอบไอน้ำมีอุณหภูมิไม่เกิน 45 องศาเซลเซียส - เด็กอายุต่ำกว่า 16 ปี ต้องอยู่ในความดูแลของผู้ปกครองอย่างใกล้ชิดตลอดเวลา เด็กอายุต่ำกว่า 14 ปี ไม่อนุญาตให้ใช้ห้องซาวน่าและห้องอบไอน้ำ - ห้ามบุคคลที่มีอาการหรือโรคประจำตัวดังต่อไปนี้ใช้ห้องซาวน่าและห้องอบไอน้ำ: - ผู้ที่ตั้งครรภ์ - โรคหัวใจหรือปัญหาการไหลเวียนโลหิตรวมถึงความดันโลหิตสูงหรือต่ำ - โรคไตหรือโรคเบาหวาน - มีบาดแผลหรือการติดเชื้อที่ผิวหนัง - อาการใด ๆ ที่อาจทำให้เกิดปฏิกิริยาไม่พึงประสงค์ต่อความร้อน - ห้ามใช้ห้องซาวน่าและห้องอบไอน้ำหลังจากการดื่มแอลกอฮอล์ เสพยาเสพติด หรือ ทานยารักษาโรค ซึ่งอาจเป็นสาเหตุให้เป็นลมและหมดสติได้ - กรุณาถอดวัสดุที่ทำจากโลหะ เช่น นาฬิกาและเครื่องประดับ ซึ่งเป็นตัวนำความร้อนออกก่อนการใช้บริการห้องซาวน่าและห้องอบไอน้ำ - ต้องอาบน้ำก่อนใช้ห้องซาวน่าและห้องอบไอน้ำ - ดื่มน้ำก่อนและหลังจากใช้ห้องซาวน่าและห้องอบไอน้ำ - แนะนำให้ใช้ห้องซาวน่าและห้องอบไอน้ำประมาณ15 นาทีและไม่เกิน 20 นาที - เมื่อใช้ห้องซาวน่าและห้องอบไอน้ำเสร็จแล้ว ควรปล่อยให้ร่างกายเย็นอย่างช้าๆ จนอุณหภูมิร่างกายกลับมาปกติ หลังจากนั้นให้ชำระล้างร่างกายด้วยน้ำอุ่น - ออกจากห้องซาวน่าและห้องอบไอน้ำทันทีเมื่อรู้สึกไม่สบายหรือวิงเวียนศีรษะ การอยู่ในห้องเป็นระยะเวลานานจะทำให้อุณหภูมิร่างกายสูงเกินไปและเกิดอันตรายต่อสุขภาพ - หากท่านรู้สึกไม่สบาย กรุณากดปุ่มฉุกเฉินเพื่อขอความความช่วยเหลือและติดต่อพนักงาน - ห้ามนำอาหาร เครื่องดื่ม และภาชนะที่ทำจากแก้วหรือพลาสติกเข้าไปในบริเวณห้องซาวน่าและห้องอบไอน้ำ

• The sauna and/or steam room rules and regulations are clearly posted and the signage is in good condition. The content must include all the above. (Deduct point if sauna and/or steam do not have rules and regulations signage)

  YES

  NO

  N/A

Set Up, Upkeep & Cleanliness

• Each facility must have an emergency button. The button must be responded to within 180 seconds. The person must arrive with a first aid kit. (Deduct point if there is no respond within 180 seconds or TM arrive with no first aid kit)

  YES

  NO

  N/A

• The sauna and/or steam room are operating properly.

  Yes

  No

  N/A

• The interiors of the sauna / steam room are well lit.

  Yes

  No

  N/A

• The floor of the steam room has anti-slip treatment.

  Yes

  No

  N/A

• There is a ladle and sufficient water in the sauna bucket.

  Yes

  No

  N/A

• The sauna and/or steam room are in good condition (assess entrance, floor, wall, and ceiling)

  Excellent

  Good

  Average

  Poor

  N/A

• The interiors of the sauna / steam room are clean.

  Excellent

  Good

  Average

  Poor

  N/A

• There are no unpleasant smells in the sauna / steam room.

  Yes

  No

  N/A

Changing Rooms

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Does the property have changing rooms?

  Yes

  No

Set up, Upkeep & Cleanliness

• Flooring (carpet - tile - parquet) is clean and good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Walls (including molding & skirting) are clean and good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Ceiling including air-conditioning and ventilation grids are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• The lockers are clean and in good condition (check both interior and exterior).

  Yes

  No

  N/A

• Lockers have locks that are functioning properly. (check randomly)

  Yes

  No

  N/A

• The countertops are clean, in good condition and are sufficiently dry.

  Excellent

  Good

  Average

  Poor

  N/A

• Sinks are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Shower cubicles are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• Soap, shampoo, and conditioner is neatly provided.

  Yes

  No

  N/A

• Towels are neatly provided and are easily accessible. Mark as No if the guest needs to leave the changing room to get additional towels (P.RD.08.003 D - Take Picture)

  Yes

  No

  N/A

• Towels provided are clean and in good condition.

  Yes

  No

  N/A

• There is a SIGNED bin to for used towels. Used towels left by guest are cleared in good time (P.RD.08.003 D)

  Yes

  No

  N/A

• Hand-held hair dryers are available. They will be of sufficient power and rated at a minimum 1,500 watts. The placement of the hair dryers will have safety as a main consideration (P.RD.08.003 D - Take Picture)

  Yes

  No

  N/A

• Toilets and urinals are clean and functioning.

  Excellent

  Good

  Average

  Poor

  N/A

• The wastebasket is clean and not over-filled.

  Yes

  No

  N/A

Kids Club

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Does the property have a Kids Club?

  Yes

  No

Security & Registration

• The hours of the Kids Club must be clearly posted and visible from all entrances. (P.RD.08.004).

  Yes

  No

  N/A

• The main entrance to the Kids Club and all interior + exterior areas will be monitored by a CCTV camera (P.RD.08.004). (Deduct point if main entrance of Kids Club does not monitor by a CCTV camera)

  YES

  NO

  N/A

• An approved Kids Club Enrolment Form (F.RD.08.001) will be used to enroll all children in the Kids Club and related activities. This form must be signed by a parent or legal guardian (P.RD.08.004). (Deduct point if there is no Kids Club Enrolment Form signed by a parent of legal guardian)

  YES

  NO

  N/A

• All parents / legal guardians must sign the Drop Off / Pick Up Record Sheet each time the child is entering or leaving the Kids Club premises. (P.RD.08.004). (Deduct point if parents or legal guardians does not sign the Drop Off / Pick Up record sheet)

  YES

  NO

  N/A

• The facility must always maintain a minimum ratio of 8 kids to 1 team member. Properties should endeavor to have at least 2 Team Members working in the kids club at any given time. (P.RD.08.004).

  Yes

  No

  N/A

• Numbered Tyvek wristbands with tabs

  

• The property must implement an identification system to positively identify the correct child-parent match-up. Use of numbered Tyvek wristbands with tabs is recommended. (P.RD.08.004)

  Yes

  No

  N/A

Set Up, Upkeep & Cleanliness

• Hand sanitizers available - 70% alcohol. The container must be more than 50% full except Nexa. The sanitizer must be either Ecolab brand (Nexa or manual pump) or Breeze Spa brand (pump), if not mark as NO. OKP may use Diversey products. Not to be placed in direct sunlight. (OC-SMS 1.3 - Fitness Center)

  Yes

  No

  N/A

• Socket guards are required on all power sockets and wires must be without easy reach of children. (P.RD.08.004).

  Yes

  No

  N/A

• Restrooms should be near areas of play (P.RD.08.004).

  Yes

  No

  N/A

• Restrooms must include a child’s toilet or toilet with child seat and hand washing facilities. Both facilities must be at a child's height. (P.RD.08.004).

  Yes

  No

  N/A

• The restrooms are clean and in good condition

  Excellent

  Good

  Average

  Poor

  N/A

• Drinking water is available (P.RD.08.004). Drinking cups must be the disposable paper kind. (Deduct point if drinking water in disposable paper kind is not available)

  YES

  NO

  N/A

• All the Kids Club equipment (including toys, games, and cushions, etc.) are clean and in good condition (P.RD.08.002 D - Take picture).

  Yes

  No

  N/A

• Furniture and structure with sharp edges have cushions or protectors

  Yes

  No

  N/A

• Walls, floor, ceiling, and vents are clean and in good condition. (Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• Wastebaskets are clean, in good condition and not overflowing. (Take picture if there are any issues).

  Yes

  No

  N/A

Playground

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Does the property have a playground?

  Yes

  No

Set Up, Upkeep & Cleanliness

• Hand sanitizer is available (can be within the area or upon request with signage advising availability).

  Yes

  No

  N/A

• All the Playground equipment (including toys, games, and cushions, etc.) are clean and in good condition. All machines are solid, there is no rust or damage.

  Excellent

  Good

  Average

  Poor

  N/A

• Structure with sharp edges have cushions or protectors (Deduct point if Playground structure with sharp edges does not have cushions or protectors)

  YES

  NO

  N/A

• Walls, floor and ceiling are clean and in good condition. (Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

Beach

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Does the property have a presence on the beach?

  Yes

  No

• Beach is clean and free of excessive debris.

  Excellent

  Good

  Average

  Poor

  N/A

• All beach furniture (lounger, tables, chairs, and umbrellas etc.) are in good condition. (Take picture if there are any issues).

  Excellent

  Good

  Average

  Poor

  N/A

• Showers are conveniently available, clean, functioning and in good condition.

  Yes

  No

  N/A

• Foot baths are conveniently available, clean and in good condition.

  Yes

  No

  N/A

• Beach towels are readily available. A SIGNED dedicated towel station is preferred. The pool towel station is also acceptable if it is no more than 20 meters from the beach. Not applicable if beach towels are provided in the room.

  Yes

  No

  N/A

• All towels provided are clean and in good condition.

  Excellent

  Good

  Average

  Poor

  N/A

• There is a SIGNED bin for used towels. It is not over-filled.

  Yes

  No

  N/A

Service

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• If hotel is using breakfast reservations then TM must confirm the guest's name, room number and reserved time. If a reservation system is not used, then Team Member check's guest name / room number to confirm that buffet breakfast is included in the rate.

  Yes

  No

  N/A

• Team Member escorts guest to vacant table that is ready for service (S.FB.03.001).

  Yes

  No

  N/A

• Table settings are adjusted to the number of guests at the table (S.FB.03.001).

  Yes

  No

  N/A

• TM is in uniform and well-groomed with no body odor. Name tags must be correctly worn on the left pocket / chest. The name tag must have the TM's nickname. A trainee's name tag will have "Trainee" + person's nick name (Trainee John) (P.HR.03.GA.002)

  Yes

  No

  N/A

• Team Member is professional, has a warm manner, uses eye contact and smiles.

  Yes

  No

  N/A

• Hot or Cold beverage is served within 5 minutes of order (S.FB.03.001).

  Yes

  No

  N/A

• Team Member has a good command of English.

  Yes

  No

  N/A

• Team Member approach and ask permission to clear empty plates

  Yes

  No

  N/A

• After guest came back from 2nd round of buffet. Empty plates have been cleared by Team Member.

  Yes

  No

  N/A

Selection

• TAKE SUPPORT PICTURES WITH TIME STAMP FOR ALL ANSWERS

• Is breakfast served as a buffet?

  Yes

  No

Cold Beverages

• 4 types of juice in total, including orange juice as a daily standard. The juice can be made fresh or from high quality concentrate. P.FB.01.009 A

  Yes

  No

  N/A

• 4 types of milk: Whole milk, reduced fat milk, soy milk & oat milk, if the selections are not on the buffet, there should have a signage on request. P.FB.01.009 A

  Yes

  No

  N/A

• Chilled water, ambient & hot water are available. P.FB.01.009 A

  Yes

  No

  N/A

Hot Beverages

• 6 types of specialty coffee drinks from automatic coffee machine. For Thailand IHC Charu breakfast blend is the compulsory blend. P.FB.01.009 A

  Yes

  No

  N/A

• Decaffeinated coffee is available. It is either on the buffet or available on request with clear signage on the buffet. P.FB.01.009 A

  Yes

  No

  N/A

• 6 types of tea. For Thailand TWG is the compulsory selections. Dilmah is not permissible in Thailand. P.FB.01.009 A

  Yes

  No

  N/A

Fruits & Salad

• 4 types of sliced fresh fruit, including 1 fruit to rotate daily P.FB.01.009 A

  Yes

  No

  N/A

• 3 types of whole fruit, including banana. P.FB.01.009 A

  Yes

  No

  N/A

• 8 items including Tomato or cherry Tomato, Cucumber, Carrot, Onion P.FB.01.009 A

  Yes

  No

  N/A

• 3 types of dressing: Creamy based, vinaigrette based & Asian inspired. Extra virgin olive oil and high quality balsamic vinegar in bottles must be provided P.FB.01.009 A

  Yes

  No

  N/A

Cereals, Bakeries & Spreads

• 4 types cereals including one gluten free selection P.FB.01.009 A

  Yes

  No

  N/A

• 4 types of cereal condiments (e.g. Apple rings, dried fruits such as apricot, banana chips, pineapple, sultana, mango, papaya, nuts, almond, walnut, sunflower seeds, pumpkin seeds, pine seeds, pistachios, or any other nuts & seeds) P.FB.01.009 A

  Yes

  No

  N/A

• 2 types of large whole loaf bread P.FB.01.009 A

  Yes

  No

  N/A

• White & Wholemeal Toast Bread Sliced P.FB.01.009 A

  Yes

  No

  N/A

• 2 types of individual bread roll: White roll is compulsory. P.FB.01.009 A

  Yes

  No

  N/A

• 2 types of viennoiserie: croissant & pain au chocolate are compulsory P.FB.01.009 A

  Yes

  No

  N/A

• 2 types of small cakes/muffins P.FB.01.009 A

  Yes

  No

  N/A

• 1 types of Waffles & 1 type of Pancake. Automatic waffle machines are discouraged. P.FB.01.009 A

  Yes

  No

  N/A

• 4 types of waffle & pancake condiments: Maple syrup is compulsory P.FB.01.009 A

  Yes

  No

  N/A

• 4 types of high quality fruit spreads: Strawberry jam & Orange marmalade is compulsory P.FB.01.009 A

  Yes

  No

  N/A

• 2 types of nut spreads. Peanut butter & Nutella are preferred P.FB.01.009 A

  Yes

  No

  N/A

• 1 salted butter, 1 unsalted & 1 type of margarine P.FB.01.009 A

  Yes

  No

  N/A

• 2 types of local artisanal honey P.FB.01.009 A

  Yes

  No

  N/A

Dairy Products

• 2 types of high quality artisanal cheese local or imported: 1 semi-soft cheese & 1 semi-hard cheese P.FB.01.009 A

  Yes

  No

  N/A

• 2 types of yoghurt: Plain flavour is compulsory. All yoghurt must be individual portion size. Use of single us plastic portioned yogurt is not acceptable. P.FB.01.009 A

  Yes

  No

  N/A

Cold Cuts & Smoked Fish

• 3 types of high-quality cold cuts that suit the local market. P.FB.01.009 A

  Yes

  No

  N/A

• Marinated or Smoked Salmon with condiments P.FB.01.009 A

  Yes

  No

  N/A

Egg Station

• Eggs prepared to order: Poached, Soft boiled, Fried eggs, Scrambled eggs, Omelette, Boiled egg P.FB.01.009 A

  Yes

  No

  N/A

• Condiments for Egg station: Mushroom, Tomato, Onion, Chives, Ham (pork or chicken), Cheese P.FB.01.009 A

  Yes

  No

  N/A

• Condiments for egg station: Ketchup, Siracha, Maggi, Worcestershire P.FB.01.009 A

  Yes

  No

  N/A

Hot Items

• 2 hot proteins that suit the local market/Guest Nationality Mix P.FB.01.009 A

  Yes

  No

  N/A

• 1 Sausage selection (sausage must be grilled or griddled for color and visual appeal; don’t serve boiled/steamed sausages soaked in liquid) P.FB.01.009 A

  Yes

  No

  N/A

• 1 Bacon selection based on local preference (place a grate underneath the bacon to drain the excess oil) P.FB.01.009 A

  Yes

  No

  N/A

• 2 hot vegetables that suit the local market/Guest Nationality Mix P.FB.01.009 A

  Yes

  No

  N/A

• This station should serve either congee or boiled rice soup on rotation or according to guest preferences P.FB.01.009 A

  Yes

  No

  N/A

• Recommended condiments are: Salted egg, century egg, onsen egg, dried shrimp, crispy fried fish, pork floss, Chinese sausage, ginger, green onion, coriander, light soy sauce & white Pepper. Select according to guest preferences P.FB.01.009 A

  Yes

  No

  N/A

• Noodles prepared to order as per local customs considering ingredient availability and customer profile.  P.FB.01.009 A

  Yes

  No

  N/A

• 4 types of Asian noodles:  e.g. rice noodles thin (sen lek), rice noodles wide (sen yai), rice vermicelli (sen mee), bean vermicelli (woon sen), egg noodle (bah mee), or any local variety such as udon, soba, ramen. P.FB.01.009 A

  Yes

  No

  N/A

• 3 types of vegetables: e.g. bean sprouts, kale (kana, gailan), cabbage family (bok choy, pak choy, Napa), water mimosa (pak boong; kangkong), choi sum  P.FB.01.009 A

  Yes

  No

  N/A

• Condiments for noodles: Vinegar, sugar, fish sauce/soy sauce & powdered chili. P.FB.01.009 A

  Yes

  No

  N/A

Set Up

• Overall food presentation and consistency (P.FB.01.009).

  Excellent

  Good

  Average

  Poor

  N/A

• All food items are kept replenished. Do not any item be left to dwindle for more than 5 minutes (P.FB.01.008 G). Take 2 pictures 5 minutes apart for each suspect item.

  Yes

  No

  N/A

• All beverages are kept replenished. Do not let any beverages be left to dwindle for more than 5 minutes (P.FB.01.008 H). Take 2 pictures 5 minutes apart for each suspect item.

  Yes

  No

  N/A

• Chafing dish water is kept refilled. Chafing fuel (sterno) is kept lit (P.FB.01.008H).

  Yes

  No

  N/A

• Manned station(s) are manned during service and kept clean (P.FB.01.008H). All TMs are calm and polite.

  Yes

  No

  N/A

• Buffet counters/ areas are clean and neat (P.FB.01.008H).

  Excellent

  Good

  Average

  Poor

  N/A

• All buffet labels and label holders are clean, uniform and correct (correct name and spelling) (P.FB.01.008 F).

  Yes

  No

  N/A

• 

• Specific type of meat are labelled with the correct icon (P.FB.01.008 F).

  Yes

  No

  N/A

• All service utensils are clean, presentable, in good condition and conveniently located. Service utensils should be changed if there is excessive build-up (P.FB.01.008 G).

  Yes

  No

  N/A

• All equipment on the buffet are clean presentable, in good condition and conveniently located. (P.FB.01.008H).

  Yes

  No

  N/A

• Fresh fruits must be part of the display; these fruits should be free of dark spots, bruises and/or signs of deterioration. Whole fruits should not be wrapped in cellophane foil as display. P.FB.01.009 A

  Yes

  No

  N/A

• Hot food must be hot, Fried food must be crispy and hot, cold food must be cold P.FB.01.009 A

  Yes

  No

  N/A

• Name of set or dishes ordered (list all):

• ALL breakfast items were served within 15 minutes of order.

  Yes

  No

  N/A