Title Page
-
AUART - Audit Date & Time
-
Conducted by
-
Location
-
Lady or Gentleman audited
Standards
-
Staff politely acknowledges the guest when appropriate and reasonably possible
-
Staff is highly articulate and avoids slang and excessive use of phrase-fragments
-
Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction
-
Staff readily smiles and maintains an engaging expression
-
Staff makes eye contact and keeps focus on the guest
-
* Staff exhibits a genuine sense of interest and concern for the guest
-
* It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them
-
Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance
-
* Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known
-
Staff closes interactions with polite, appropriate remarks
-
All staff encountered are wearing clean and well-fitted uniforms
-
Staff’s appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene
-
Staff maintains alert posture and behaves professionally in view of the guest
-
* Staff does not decline any request without offering appropriate alternatives
-
* The arriving guest is escorted to a chair, and set-up assistance is provided or offered
-
Once the guest is seated, water is proactively provided or offered within five minutes
-
During a 90-minute period in warm conditions, some sort of complimentary refreshment is proactively passed by staff
-
It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member.
-
Drinks are delivered within 10 minutes
-
The pool area provides adequate sun protection measures, including shade options and sun protection products
-
* Staff automatically offers at least two towels to each guest
-
* Soiled towels are stored discreetly
-
The pool deck/beach exhibits a well-organized and professional appearance; vacated loungers and used serviceware are swiftly cleared
-
*All chairs, tables, pads, towels and umbrellas are clean and in excellent condition
-
* All chairs, tables, pads, towels and umbrellas are of exceptional quality
-
* All conditions around the pool and beach area are clean and completely hygienic
-
* The guest is completely comfortable. There is adequate space and privacy. If children or groups of guests are present, it is possible to select chairs isolated from others
-
* The pool setting is distinctive and promotes a sense of place
-
* Restrooms are located within the pool/beach area
-
* If provided, restrooms are well-stocked, clean and well-maintained
-
* Poolside menu is available and offers an exceptional variety of food and beverages, including specialty items
-
Poolside menu offers a variety of nutritionally focused options; dietary restrictions are considered
-
* If available, poolside menu, check presenter and all service items are clean and in good condition. Menu is grammatically correct
-
* Food and beverages have a distinctive presentation
-
All ordered items are fresh, flavorful and properly prepared
-
All ordered items are accurately served
-
The bill is accurate
-
The service is handled without excessive delays or interruptions
-
Menu offerings include sustainably sourced options
-
Efforts are made to reduce single-use plastic