BSA 2017 - Sheraton (Full)

Title Page

BSA 2017 - Sheraton | (Full)
Created by Parthian Yogarajah | IT Manager | Sheraton Gateway Toronto

Front Entrance | Lobby Arrival

Enter associate names?
Warm welcome/greeted provided
Good posture, smile, eye contact and attentive listening maintained throughout the interaction
Well-groomed and professional, wearing a uniform
Uniform, name tag and Sheraton pride pin meets standard
Guest name used during the experience, when known
Further assistance offered to the guest
Warm and sincere closing offered and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors
Sheraton logo flag meets standard
Audible music in Porte Cochere
Sheraton scent must be present in Entrance/Main Lobby and Front Desk area
Arrival Experience - General Exterior Cleanliness
Arrival Experience - General Exterior Condition

Check-in

Enter Associate name(s)
Uniform, name tag and Sheraton pride pin meets standard
Check-in process meets standard
Departure information reviewed at check-in
If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Warm welcome/greeting provided
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional, wearing a uniform
Room number provided discreetly, non-verbally
Time waiting in line for check-in does not exceed 3 minutes
The Associate was knowledgeable about property offerings and the local area, as applicable
Guest name used during the experience, when known
Further assistance offered to the guest
Warm and sincere closing offered and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors

Lobby Bar

Enter Associate name(s)
If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Warm welcome/greeting provided
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional, wearing a uniform
Uniform, name tag and Sheraton pride pin meets standard
Guest name used during the experience, when known
Craft Beer selection meets brand standard
Sheraton Selects meets brand standard (US/CAN, CALA, EUR, MEA)
Premium bar snacks meet brand standard
Further assistance offered to the guest
Warm and sincere closing offered and appreciation demonstrated
The overall experience met guest expectations and was free of negative detractors
Lounge/Bar Service Area/Equipment - Cleanliness
Lounge/Bar Service Area/Equipment - Condition
Lounge Cleanliness - Floor
Lounge Condition - Floor
Lounge Cleanliness - Wall/Doors/Ceiling/Windows/Treatments
Lounge Cleanliness - Furniture/Equipment/Décor Items
Lounge Condition - Furniture/Equipment/Décor Items

In-Room Dining

Enter Associate name(s)
Telephone – Warm welcome/greeting provided
Telephone - Telephone etiquette meets standard
Telephone - Guest name used during the experience, when known
Telephone - Further assistance offered to the guest
Telephone - Warm and sincere closing offered and appreciation demonstrated
Telephone - The overall experience met guest expectations and was free of negative detractors
Delivery - Room delivery announcement meets standard
Delivery - Warm welcome/greeting provided
Delivery - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Delivery - Well-groomed and professional, wearing a uniform
Delivery - Well-groomed and professional, wearing a uniform
Uniform, name tag and Sheraton pride pin meets standard
Delivery - Guest name used during the experience, when known
In-Room Dining meal periods meet standard
Automatically applied in-room dining gratuity/service charges meet standards
Delivery - Further assistance offered to the guest
Delivery - Warm and sincere closing offered and appreciation demonstrated
Delivery - The overall experience met guest expectations and was free of negative detractors

Sheraton Club

Enter Associate name(s)
Warm welcome/greeting provided
Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Well-groomed and professional, wearing a uniform
Uniform, name tag and Sheraton pride pin meets standard
Guest name used during the experience, when known
Further assistance offered to the guest
Warm and sincere closing offered and appreciation demonstrated
Sheraton Club Lounge amenities meet standards
Sheraton Club day time Food and Beverage service meets standard
Sheraton Club evening Food and Beverage service meets standard
The overall experience met guest expectations and was free of negative detractors
Concierge Lounge Cleanliness - Floor
Concierge Lounge Condition - Floor
Concierge Lounge Cleanliness - Walls/Doors/Ceiling/Windows/Treatments
Concierge Lounge Condition - Walls/Doors/Ceiling/Windows/Treatments
Concierge Lounge Cleanliness - Furniture/Equipment/Décor Items/ Signage
Concierge Lounge Condition - Furniture/Equipment/Décor Items/ Signage

Restaurant

Enter Associate name(s)
Host/Hostess - If standing in a queue, an attempt to acknowledge the guest was made in a timely manner
Host/Hostess - Warm welcome/greeting provided
Host/Hostess - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Host/Hostess - Well-groomed and professional, wearing a uniform
Uniform, name tag and Sheraton pride pin meets standard
Host/Hostess - Guest name used during the experience, when known
Host/Hostess - Further assistance offered to the guest
Host/Hostess - Warm and sincere closing offered and appreciation demonstrated
Host/Hostess - The overall experience met guest expectations and was free of negative detractors
Server - Warm welcome/greeting provided
Server - Good posture, smile, eye contact, and attentive listening maintained throughout the interaction
Server - Well-groomed and professional, wearing a uniform
Server - Uniform, name tag and Sheraton pride pin meets standard
Audible music in restaurant
Signature Breakfast program is offered (EUR, MEA)
Table Service meets standard
Check presentation meets brand standard
Server - Guest name used during the experience, when known
Server - Further assistance offered to the guest
Server - Warm and sincere closing offered and appreciation demonstrated
Server - The overall experience met guest expectations and was free of negative detractors
Restaurant Buffet Area and Equipment - Cleanliness
Restaurant Buffet Area and Equipment - Condition
Dining Area Cleanliness - Floor
Dining Area Condition - Floor
Dining Area Cleanliness - Walls/Doors/Ceiling/ Windows/Treatments
Dining Area Condition - Walls/Doors/Ceiling/ Windows/Treatments
Dining Area Cleanliness - Furniture/ Equipment/Décor Items

General Guestroom

Laundry/Dry Cleaning Service available at least 5 days
Make a Green Choice Collateral meets standard
Guestroom recycling meets brand standard

Guestroom

Guest Room (Enter guest room#)
Smoke detector functional External Notes: Smoke detector functional Mark N/A if any of the following: No mechanism to test Smoke detector will activate the total hotel alarm system if tested Check that smoke detector is present Ask if testing the smoke detector will activate the hotel alarm system: If YES, DO NOT TEST - Mark N/A If NO, continue testing and push test button, listen for the alert NOTE: Testing may cause the hotel alarm/pre-alarm/fire panel system to activate Mark NO if any of the following: Smoke detector does not sound alarm when tested Smoke detector missing
Entry door safety features are fully functional External Notes Entry door safety features are fully functional All guest room/suite entry doors must have: Deadbolt Evacuation graphics Entry doors that open directly to the exterior/outside are not required to have evacuation graphics posted Secondary locking device/Safety latch (e.g. chain latch, night latch, additional deadbolt) Self-closing device (must be functional, if present) View port Determine if entry door is self-closing or not Check all self-closing doors in the following manner: Attempt the following steps once for each door: Open door 90 degrees Release door Door must close and latch/lock on first attempt Engage deadbolt and secondary locking device If signage indicates presence of an automatic deadbolt, deadbolt must automatically engage Open door to ensure deadbolt and secondary locking device/Safety latch operates properly It is acceptable for an automatic deadbolt to release upon opening Look through the view port to ensure visibility Check all doors without self-closing devices in the following manner: Attempt the following steps for each door: Engage deadbolt and secondary locking device/Safety latch If automatic deadbolt present, verify deadbolt engaged Open door to ensure deadbolt and secondary locking device/Safety latch operates properly It is acceptable for an automatic deadbolt to release upon opening Look through the view port to ensure visibility/functionality It is acceptable for view port to have operational cover Mark NO if any of the above criteria is not met
Sheraton Signature bed: Presentation meets brand standard External Notes Sheraton Signature bed: Presentation meets brand standard Sheraton signature bed must meet brand specification: Duvet cover & insert Down blanket Two (2) Sheets Mattress pad/protector Mattress and boxspring/bedbase All-white bed skirt Mark NO if any of the above criteria is not met
Sheraton Signature bed: Pillows meet brand standard External Notes Sheraton Signature bed: Pillows meet brand standard Sheraton signature bed must meet brand specification: King beds: (4) King size pillows 2 feather/down stacked on top of 2 hypoallergenic Queen beds: (4) Queen size pillows 2 feather/down stacked on top of 2 hypoallergenic Double beds: (4) Standard size pillows 2 feather/down stacked on top of 2 hypoallergenic Mark NO if any of the above criteria is not met
Bedside charging meets standard External Notes Bedside charging meets standard Bedside charging must minimally include: One (1) AC power outlet One (1) USB power port Mark NO if any of the above criteria is not met
Closet meets brand standard External Notes Closet meets brand standard Mark N/A if checking an Occupied room Closet must minimally include: Hangers Six (6) open-hook hangers Four (4) hangers with clips If robe(s) is hung in closet, robe hanger(s) is in addition to number specified here One (1) laundry form One (1) laundry bag Iron Ironing board (AP, EUR, MEA, US/CAN) Iron and ironing board available upon request (CALA) One (1) luggage rack or luggage bench Two (2) pairs of slippers (AP) Closets in Suites/Club level rooms must minimally include (Does not apply to standard guestrooms in All Suite Properties All amenities listed above plus Shoe horn (CALA: Suites) Shoe mitt (EUR, MEA) One (1) pair of slippers (Suites: CALA, EUR, MEA) Mark NO if any of the above criteria is not met
Bathrobes are available per standard External Notes Bathrobes are available per standard Mark N/A if room is in US/CAN if in a standard room Bathrobe must minimally include: One (1) bathrobe is present in each guestroom (AP, EUR, MEA) Club level, Suites & SPG Preferred rooms must include: A minimum of one (1) robe per occupant (CALA, US/CAN) Suites must provide a minimum of two robes (EUR, MEA) It is acceptable for bathrobe to be located in bathroom, closet or bedroom Mark NO if any of the above criteria is not met
Complimentary Coffee and Tea program meet standard External Notes Complimentary Coffee and Tea program meet standard Mark N/A if hotel has voucher program for coffee in place (CALA, EUR, MEA) Complimentary In-room coffee/tea maker is present and located in the guestroom It is not acceptable to be located in the bathroom Complimentary coffee & Tea products must minimally meet brand specification and include: US/CAN Minimum of three (3) premium quality coffee servings Two (2) regular One (1) decaf Minimum of two (2) tea bags One (1) regular tea bag One (1) decaf CALA Minimum of two (2) premium quality coffee servings One (1) regular One (1) decaf Minimum of four (4) tea bags EUR, MEA Minimum of four (4) premium quality coffee servings Two (2) regular Two (2) decaf Minimum of six (6) tea bags One (1) decaf AP Minimum of two (2) premium quality coffee servings Minimum of four (4) tea bags ALL CONTINENTS: Coffee set up must minimally include: Condiments minimally include: Two (2) Sugar Two (2) Sugar free sweetener Two (2) Creamer (UHT milk/creamer or powder) It is acceptable for Brazil to provide creamer alternative Two (2) hot beverage stirrers Teaspoons may replace stirrers (AP, EUR, MEA) Two (2) napkins Two (2) ceramic mugs (AP, CALA, EUR, MEA) (2) To Go cups (EUR, MEA, US/CAN) If to go cups present must have lid and heat protective sleeve Mark NO if any of the above criteria is not met
Complimentary bottled water provided in guestroom meets standard External Notes Complimentary bottled water provided in guestroom meets standard Mark N/A if hotel offers minimum 75 television channels and does not offer complimentary water (US/CAN) Complimentary bottled water must minimally include: Standard rooms: Complimentary Water must minimally: One (1) bottle Placed visibly Placed on coaster indicating bottle is complimentary In all guestroom/suites (This includes standard guestrooms in all-suite properties)(US/CAN) Regions where water is not portable Two (2) additional bottles of water free of charge in the bathroom Club Level, SPG Preferred and suite rooms (does not apply to standard guestrooms in all Suite Properties) Two (2) complimentary bottles of water Placed visibly out in the guestroom Replenished daily In countries where water is not portable, a total of four (4) complimentary bottles are required Mark NO if any of the above criteria is not met
Bottled water for sale provided in guestroom meets standard External Notes Bottled water for sale provided in guestroom meets standard Mark N/A for Suites Bottled water must minimally include Standard rooms: One (1) for sale bottle of water must be present in all guestrooms (US/CAN) All for sales bottles include appropriate hang tag denoting bottle is for sale For sale bottles of water in guestroom is not priced above $5.00 USD At minimum, one (1) 'for sale' bottle of water is provided in each guestroom unless available in refreshment center or listed for sale within the 'stock-on-demand' beverage menu (CALA, EUR, MEA) All for sale bottles include appropriate hang tags denoting bottle is for sale unless they are in the refreshment center or listed on the refreshment center menu for those properties with stock on demand refreshment centers Mark NO if any of the above criteria is not met
Guestroom collateral meets standard External Notes Guestroom collateral meets standard Guestroom collateral must minimally include: Compendium holder On-Demand Amenities list "Do Not Disturb" hanger (can be electronic) Guest Services Directory In addition to the printed version, interactive guest services directory may be provided via television TV Channel Listing It is acceptable if on TV Branded pen and notepad are placed by at least one telephone Telephone pricing card Old and new collateral may not be mixed in the same guestroom Mark NO if any of the above criteria is not met
Clock/radio meets standard External Notes Clock/radio meets standard Clock/radio must minimally be: Present in each guestroom A digital clock is acceptable if property provides separate radio services through the TV/entertainment system (AP) If constant display of time, radio channels and wake up call function is available through TV, this meets the intent of the clock/radio standard (EUR, MEA) Suites must include a high-quality sound system in living/parlor area per divisional specification (Does not apply to standard guestroom in All Suite Properties) Mark NO if any of the above criteria is not met
Guestroom televisions meet standards External Notes Guestroom televisions meet standards Guestroom television must minimally be: Present 40-inch flat panel LED/LCD backlit television 48 inch upon replacement no later than January 2022 Suite guestrooms (2 days or more) additionally must minimally include: Additional television in living room/parlor 48-inch flat panel LED/LCD backlit television Mark NO if any of the above criteria is not met
TV Programming meets brand standard External Notes TV Programming meets brand standard TV Programming meets brand specification Property offers free-to-guest television channels Minimum of 75 free-to-guest channels (US) Complimentary HD programming (US/CAN) Interactive Program Guide in place (e.g. pay per view) (US/CAN) Television channel listing is displayed on-screen or available via in-room collateral Current SPGtv video is played on a continuous loop on a dedicated channel Turn-on channel must be In US/CAN or where interactive entertainment system is in place Turn-on channel is the SPG welcome channel (preferred) or TV menu selection screen/pay-per-view page Where interactive entertainment system is NOT in place Turn-on channel must be the SPG welcome channel (not applicable in China) Mark NO if any of the above criteria is not met
Guestroom telephone meets standard External Notes Guestroom telephone meets standard Guestroom telephone's must minimally include One (1) cordless or two (2) corded phones, and one phone line (AP, EUR, MEA, US/CAN) Where one (1) telephone is in place Must be cordless Speakerphone capability At bedside (if bedside is not an option, placement must be on the desk) Two (2) telephones, and one phone line (CALA) Desk phone must have speakerphone capability Voicemail must be available for all guest telephone(s) Telephone faceplate(s) is according to brand guidelines Club & Suites Club level rooms offer complimentary toll-free and local phone calls (threshold billing applies after 60 seconds) (AP, US/CAN) Suites offer complimentary toll-free and local phone calls (threshold billing applies after 60 seconds) (AP, CALA, US/CAN) Mark NO if any of the above criteria is not met
Refreshment center meets brand standard External Notes Refreshment center meets brand standard Mark N/A if refreshment center is not present (US/CAN) If present, refreshment center must minimally include/be: Either pre-stocked or stocked upon replacement (US/CAN) Refreshment Center must be pre-stocked (AP, MEA) Refreshment Center can be either pre-stocked or stocked upon guest request (CALA, EUR) Mark NO if any of the above criteria is not met
Refreshment Center amenities meet standards External Notes Refreshment Center amenities meet standards Mark N/A if refreshment center is not present (US/CAN) If present, Refreshment Center must minimally include: Two (2) Branded coasters Two (2) Napkins Two (2) Single-use stir sticks High-quality wine and bottle opener: if required per refreshment center content Two (2) Wine glasses (if wine is provided in refreshment center) (AP, CALA, EUR, MEA) Two (2) Rock glasses (AP, CALA, EUR, MEA( Two (2) Stemless wine glasses and two (2) hygienically-sealed plastic disposable cups Ice bucket and tray required to be placed in guestroom only in properties where ice machines are located on guestroom floors Mark NO if any of the above criteria is not met
Refreshment Center setup meets standard External Notes Refreshment Center setup meets standard Mark N/A if refreshment center is not present or pre-stocked (CALA, EUR, MEA, US/CAN) If present and pre-stocked, Refreshment Center offerings must minimally include: AP Water - A minimum of 2 bottles of still water and a minimum of 2 bottles of sparkling water Beer: A minimum of 2 bottles/cans Soft Drinks: A minimum of 1 bottle/can of Cola and non-cola (each) Juices: A minimum of 1 orange and 1 other juice Snacks: A minimum of 2 variety If spirits are offered, a minimum of 1 appropriate mix per spirit is required CALA, EUR, MEA Snack food items Sparkling and still water Soft drinks and juices Premium beer It is acceptable for Saudi Arabia and Kuwait to not serve alcoholic beverages US/CAN Snack food items Sparking and still water Soft drinks and juices Premium beer Mark NO if any of the above criteria is not met
Ice bucket set-up meets standard External Notes Ice bucket set-up meets standard Mark N/A if ice machine is not accessible on guest floors If ice machines present on guest floors all guestrooms must minimally have: (1) Ice bucket with plastic bag and lid (1) Tray Mark NO if any of the above criteria is not met
Guestroom beverage supplies in place meet standard (US/CAN) External Notes Guestroom beverage supplies in place meet standard (US/CAN) Mark N/A if any of the following: If refreshment center is not present Property in AP, CALA, EUR, MEA Where refreshment center is not present the following must be included: Two (2) stemless wine glasses or water glasses with coasters and Two (2) hygienically-sealed disposable plastic cups Where ice machines are present on guest floors, ice bucket and trays are in place Mark NO if any of the above criteria is not met
In-room Dining menu and door hanger are available External Notes In-room Dining menu and door hanger are available Guestroom must minimally include: A compendium insert with in-room dining options Doorknob breakfast menu Mark NO if any of the above criteria is not met
Room/Suite is free of pests
Bedroom/Bathroom Odor is neutral
Bedroom Cleanliness - Doors/Walls/Baseboards/Mirrors/Artwork
Bedroom Condition - Doors/Walls/Baseboards/Mirrors/Artwork
Bedroom Cleanliness - Ceiling
Bedroom Condition - Ceiling
Bedroom Cleanliness - Flooring/Carpet External Notes Bedroom Cleanliness - Flooring/Carpet Dampen a washcloth slightly To dampen cloth: Take a clean white washcloth and unfold it completely With sink stopper engaged, fill sink with 1 inch of water Let water drain completely out of sink Use open clean white washcloth to dry sink Washcloth should be only slightly damp Fold washcloth into quarters Ensure all the drapes/blackouts are opened and all lights are turned on To complete carpet test/hard surface floor test: Position yourself in a high traffic area away from the main entry Place your back towards the window/sliding glass door Kneel and with medium pressure take 5 swipes 12 inches long in same area with a back and forth motion While kneeling, hold washcloth at arm's length to evaluate washcloth It is acceptable for carpet dyes/colors transfer on washcloth if it is the only item clearly visible (e.g. dirt is not present) You must use a separate clean, white, dry washcloth for each room/suite Check underneath the beds (if applicable) Check carpet, carpet base, hard surface floor and transition strip Mark NO if any of the following: Any cleanliness issues Dirt is clearly visible on the washcloth
Bedroom Condition - Flooring/Carpet
Bedroom Cleanliness - Closet Area/Ironing Board/Iron/Safe
Bedroom Condition - Closet Area/Ironing Board/Iron/Safe
Bedroom Cleanliness - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar
Bedroom Condition - Coffee Set Up/Ice Bucket/Trays/Accessories/Refrigerator/ Microwave/Mini Bar/Wet Bar
Bedroom Cleanliness - Case Goods - Dresser/Nightstands/End Coffee Tables
Bedroom Condition - Case Goods - Dresser/Nightstands/End Coffee Tables
Bedroom Cleanliness - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral
Bedroom Condition - Telephone/Clock/Audio Equipment/Television(s)/Remote Control/Collateral
Bedroom Cleanliness - Desk/Desk Chair/Trashcan(s)
Bedroom Condition - Desk/Desk Chair/Trashcan(s)
Bedroom Cleanliness - Upholstered Furniture (Chairs/Ottoman/Sofa)
Bedroom Condition - Upholstered Furniture (Chairs/Ottoman/Sofa)
Bedroom Cleanliness - Lamps/Lighting
Bedroom Condition - Lamps/Lighting
Bedroom Cleanliness - Windows/Window Treatments
Bedroom Condition - Windows/Window Treatments
Bedroom Cleanliness - HVAC/Ventilation External Notes Bedroom Cleanliness - HVAC/Ventilation In rooms with multiple PTAC/HVAC units, select (1)PTAC/HVAC unit to evaluate Check controls, control cover, filter, sides, top and vents Mark NO if any cleanliness issues are noted
Bedroom Condition - HVAC/Ventilation External Notes Bedroom Condition - HVAC/Ventilation Turn on the PTAC or adjust the HVAC unit thermostat and check that the following settings are operational and quiet: Low and high heat Low and high cool Fan only Ask an associate to remove the cover of the PTAC unit or gain access to the HVAC (if accessible) and check the following: Coils appear to be free of dust and soil build-up Drain pan free of mildew Filter has minimal dust build-up Condenser, fins and coils are free of ice build-up It is acceptable for: Pleated filters to have less than 1/4" build-up in crevasse Screen filters to have 80% or less of surface area covered HVAC closets/areas must be kept clean and in good condition Check controls, control cover, sides, tops and vents Mark NO if any of the following: All settings or unit not operational Condition issues
Bedroom Cleanliness - Balcony/Patio Furniture/Area
Bedroom Condition - Balcony/Patio Furniture/Area
Bedroom Cleanliness - Headboard/Bed Frame/Mattress/Box spring
Bedroom Condition - Headboard/Bed Frame/Mattress/Box spring
Bedroom Cleanliness - Bedding/Linens/Pillows/Shams/Coverlets/Free of Wrinkles
Bedroom Condition - Bedding/Linens/Pillows/Shams/Coverlets

Bathroom

Bathroom amenities meets standard External Notes Bathroom amenities meets standard Bathroom amenities minimally include: Free-standing hair dryer Wastebasket No plastic bag lines (AP, CALA, US/CAN) Soap dish Facial tissue Tissue box cover Toilet tissue Two water glasses on coasters or glass caps (AP, CALA, EUR, MEA) Club Level rooms & Suites (All-Suite properties - does not apply to standard guestrooms) Magnifying make-up/shaving mirror Premium hair dryer meets brand specification
Glasses meet standards (US/CAN) External Notes Glasses meet standards (US/CAN) Mark N/A if property is in AP, CALA, EUR, MEA Bathroom area must minimally include: (4) Glasses Two (2) hygienically-sealed disposable plastic cups Two (2) water glasses with coasters Mark NO if any of the above criteria is not met
Branded bath amenities meets standard External Notes Branded bath amenities meets standard Bath amenity product line must be either: (US/CAN, CALA, EUR, MEA) Shine or It is acceptable for Argentina, Brazil, Venezuela and Ecuador to use alternative to Shine Refreshed amenity line (Le Grand Bain) It is acceptable for Argentina, Brazil, Venezuela and Ecuador to use alternative to Le Grand Bain Sine and Le Grand Bain bath amenities may not me mixed in the same guestroom (CALA, US/CAN) All Continents Standard room amenities must minimally include: Shampoo Conditioner Body lotion One (1) Body wash (AP, EUR, MEA) One (1) Bar of soap (AP, EUR, MEA) Two (2) Bars of soap (CALA, US/CAN) Resorts must minimally include the following additional bathroom amenities: Body wash Body scrub Club Level, Suites & SPG Preferred guestrooms must minimally include the following additional amenities (Does not apply to standard guestrooms in All Suites Properties): Body wash Vanity Pack Mouthwash (Suites only) Shaving kit (Club and Suite only). Note: Shave cream only acceptable (US/CAN) Shower cap (Club and Suite only - EUR, MEA) Make-up remover (Europe - Club & Suite only) Mark NO if any of the above criteria is not met
Bath terry meets standard External Notes Bath terry meets standard Bath terry must minimally be/include: Single Bed: One (1) bath mat Two (2) large bath towels Two (2) hand towels Two (2) wash clothes One (1) bath sheet (US/CAN; Suites/Club AP) Two beds One (1) bath mat Three (3) large bath towels Three (3) hand towels Three (3) wash clothes One (1) bath sheet (US/CAN; Suites/Club AP) Old and new terry specification may not be mixed in the same guestroom Mark NO if any of the above criteria is not met
Bathroom Cleanliness - Doors/Walls/Baseboards
Bathroom Condition - Doors/Walls/Baseboards
Bathroom Cleanliness - Ceiling
Bathroom Condition - Ceiling
Bathroom Cleanliness - Floor
Bathroom Condition - Floor
Bathroom Cleanliness - Sink/Counter/Shelves/Faucets
Bathroom Condition - Sink/Counter/Shelves/Faucets
Bathroom Cleanliness - Mirrors/Lighting/Light Fixtures
Bathroom Condition - Mirrors/Lighting/Light Fixtures
Bathroom Cleanliness - Vents/Exhaust Fans
Bathroom Condition - Vents/Exhaust Fans
Bathroom Cleanliness - Toilet
Bathroom Condition - Toilet
Bathroom Cleanliness - Fixtures (Towel Bars/Hairdryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)
Bathroom Condition - Fixtures (Towel Bars/Hairdryers/Amenity Tray/Waste Can/Tissue Holder/Toilet Tissue Holder)
Bathroom Cleanliness - Linens/Terry
Bathroom Condition - Linens/Terry
Bathroom Condition - Shower Curtain/Shower Doors/Shower Rod
Bathroom Cleanliness - Shower Curtain/Shower Doors/Shower Rod
Bathroom Cleanliness - Bathtub/Shower Enclosures/Plumbing Fixtures
Bathroom Condition - Bathtub/Shower Enclosures/Plumbing Fixtures

Lobby

Business services in lobby and meet standard External Notes Business services in lobby and meet standard Mark N/A if lobby is under complete renovation and unavailable for guest use Business services must be present in lobby and minimally include: Two (2) workstations Monitor Keyboard Mouse, branded All Peripherals same brand (e.g. Microsoft) All workstations are the same branded "all-in-one" computers The Sheraton screensaver is installed and active Guests are redirected to a brand approved internet page post log in Guest printing solution sign with printing instructions is located near the printer If F&B menus is present they are in brand voice All mentions of 'experienced with Microsoft' have been removed It is acceptable for business services to be present at formally known Link@Sheraton
Public recycling meets standard External Notes Public recycling meets standard Mark N/A if hotel is located in a country that does not recycling Brand approved recycling bins must be within view of each garbage bin in the hotel's public space If recycling bins are not present, ask during announce meeting about hotel's recycling program Mark NO if any of the above criteria is not met
Lighting illumination meets standard External Notes Lighting illumination meets standard Mark N/A if Lobby and Lobby bar are under complete renovation and not available for guest use Lighting illumination transitions from day to night and must be carried out in the Lobby and Lobby Bar Mark NO if above criteria is not met
Main Entry/Vestibule Cleanliness - General
Main Entry/Vestibule Condition - General
Lobby Cleanliness - Floor
Lobby Condition - Floor
Lobby Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Lobby Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Lobby Cleanliness - Furniture/Equipment (Luggage Carts)/Décor Items
Lobby Condition - Furniture/Equipment (Luggage Carts)/Décor Items
AED is present External Notes AED is present AEDs must be located and be readily visible and accessible in the following areas: Lobby/guest check-in area Properties with multiple staffed check-in areas, in dispersed buildings, must place an AED at each building's check-in area Fitness center (if applicable) Nearest location outside the security operations center for properties that have a continuously staffed security operations center 24/7 (if applicable) Nearest location outside the golf pro-shop area (if applicable) An AED maintenance vendor log must be in place, performed in accordance with manufacturer recommendations OR evidence of a weekly maintenance check performed by the AED program coordinator (for each AED). Minimum requirements for the weekly self-check must include 1) the date of check 2) who performed the check and 3) whether or not the AED is functional. Check lobby/guest check-in area for AED Mark NO is any of the above criteria is not met

Public Restrooms

All public restrooms amenities meet standard and are fully stocked External Notes All public restrooms amenities meet standard and are fully stocked Mark N/A if any of the following: All public restrooms are under complete renovation and not available for guest use Hotel does not have public restrooms Public restroom amenities must minimally include: Soap dispenser Hand towels and/or hair dryers Toilet paper Safety-type ashtray, where smoking is allowed Wastebasket Facial tissue Amenities must be fully stocked Mark NO if any of the above criteria is not met
Public Restrooms Cleanliness - Floor
Public Restrooms Condition - Floor
Public Restrooms Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Partitions
Public Restrooms Condition - Walls/Doors/Ceiling/Vents/Lighting/Partitions
Public Restrooms Cleanliness - Toilets/Urinals
Public Restrooms Condition - Toilets/Urinals
Public Restrooms Cleanliness - Sinks/Vanity/Mirrors
Public Restrooms Condition - Sinks/Vanity/Mirrors
Public Restrooms Cleanliness - Furniture/Equipment/Décor Items
Public Restrooms Condition - Furniture/Equipment/Décor Items

Elevator

Elevators Cleanliness - General
Elevators Condition - General

Corridors

Corridors/Stairways Cleanliness - Floor
Corridors/Stairways Condition - Floor
Corridors/Stairways Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Corridors/Stairways Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Corridors/Stairways Cleanliness - Furniture/Equipment/Décor Items
Corridors/Stairways Condition - Furniture/Equipment/Décor Items

Sheraton Fitness

Sheraton Fitness meets minimum hours of operation External Notes Sheraton Fitness meets minimum hours of operation Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is leased and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a fitness center Sheraton Fitness must be accessible 24 hours a day, 7 days a week It is acceptable for hours of operation to be 6:00 am - 11:00 pm when access to fitness center is through the pool that is not staffed at all times Mark NO if any of the above criteria is not met
Sheraton Fitness signage does not reference Core Performance External Notes Sheraton Fitness signage does not reference Core Performance Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is leased and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a fitness center Sheraton Fitness has no signage that references Core Performance Mark NO if Core Performance signage is found
Sheraton Fitness equipment brand meets standard External Notes Sheraton Fitness equipment brand meets standard Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is leased and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a fitness center Sheraton Fitness equipment brand must minimally be: Cardio equipment type Life Fitness (US/CAN, AP, CALA) Techno Gym (AP, EUR, MEA) Strength equipment type Life Fitness (US/CAN, AP, CALA) Techno Gym (EUR, MEA, AP) Mark NO if any of the above criteria is not met
Sheraton Fitness Cardio equipment meets standard External Notes Sheraton Fitness Cardio equipment meets standard Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is leased and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a fitness center Sheraton Fitness cardio equipment must minimally include: 1-250 guestrooms Three (3) Treadmill Three (3) Elliptical Cross Trainer One (1) Bike: Upright One (1) Bike: Recumbent 251-450 guestrooms Five (5) Treadmill Four (4) Elliptical Cross: Trainer One (1) Bike: Upright One (1) Bike: Recumbent 451-650 guestrooms Six (6) Treadmill Five (5) Elliptical Cross Trainer One (1) Bike: Upright Two (2) Bikes: Recumbent 651-800 guestrooms Seven (7) Treadmill Six (6) Elliptical Cross Trainer One (1) Bike: Upright Two (2) Bikes: Recumbent 851+ guestrooms Eight (8) Treadmill Eight (8) Elliptical Cross Trainer Two (2) Bike: Upright Two (2) Bike: Recumbent Mark NO if any of the above criteria is not met
Sheraton Fitness strength equipment meets standard External Notes Sheraton Fitness strength equipment meets standard Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is leased and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a fitness center Sheraton Fitness strength equipment must minimally include: 1-250 guestrooms One (1) Cable Motion Dual Adjustable Pulley Two (2) Adjustable Bench One (1) Dumbbell Rack One (1) Dumbbell set 251-450 guestrooms One (1) Cable Motion Dual Adjustable Pulley Two (2) Adjustable Bench One (1) Dumbbell Rack One (1) Dumbbell set 451-650 guestrooms One (1) Cable Motion Dual Adjustable Pulley Two (2) Adjustable Bench One (1) Dumbbell Rack One (1) Dumbbell set One (1) Chest Press One (1) Shoulder Press One (1) Leg Extension One (1) Leg Curl One (1) Lat Pulldown 651-800 guestrooms One (1) Cable Motion Dual Adjustable Pulley Two (2) Adjustable Bench One (1) Dumbbell Rack One (1) Dumbbell set One (1) Chest Press One (1) Shoulder Press One (1) Leg Extension One (1) Leg Curl One (1) Leg Press One (1) Lat Pulldown One (1) Adj Decline Bench 851+ guestrooms One (1) Cable Motion Dual Adjustable Pulley Two (2) Adjustable Bench One (1) Dumbbell Rack One (1) Dumbbell set One (1) Chest Press One (1) Shoulder Press One (1) Leg Extension One (1) Leg Curl One (1) Leg Press One (1) Lat Pulldown One (1) Adj Decline Bench All-in-one machines are acceptable if each strength exercise capability is met Mark NO if any of the above criteria is not met
Sheraton Fitness stretching equipment meets standard External Notes Sheraton Fitness stretching equipment meets standard Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is leased and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a fitness center Fitness center stretching equipment must minimally include: 1-250 guestrooms Two (2) Massage Roller One (1) Massage Stick Two (2) Stability balls (e.g. 55cm and 65cm) Three (3) Power Tubes Three (3) Power Loops Four (4) Yoga Mats 251-450 guestrooms Four (4) Massage Roller One (1) Massage Stick Two (2) Stability balls (e.g. 55cm and 65cm) Three (3) Power Tubes Three (3) Power Loops Five (5) Yoga Mats 451-650 guestrooms Six (6) Massage Roller Two (2) Massage Stick Two (2) Stability balls (e.g. 55cm and 65cm) Three (3) Power Tubes Three (3) Power Loops Six (6) Yoga Mats 651-800 guestrooms Six (6) Massage Roller Two (2) Massage Stick Two (2) Stability balls (e.g. 55cm and 65cm Six (6) Power Tubes Six (6) Power Loops Six (6) Yoga Mats 851+ guestrooms Six (6) Massage Roller Two (2) Massage Stick Two (2) Stability balls (e.g. 55cm and 65cm) Six (6) Power Tubes Six (6) Power Loops Eight (8) Yoga Mats Mark NO if any of the above criteria is not met
Sheraton Fitness amenities meet standard External Notes Sheraton Fitness amenities meet standard Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is outside and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a fitness center Sheraton Fitness amenities must minimally include: Headphones Hand Towels Bottled water or water cooler/drinking fountain with cup dispenser and cups Disinfected wipes Two (2) magazine selections Waste basket and towel receptacle Wall clock Mark NO if any of the above criteria is not met
Sheraton Fitness provides flat panel television External Notes Sheraton Fitness provides flat panel television Mark N/A if any of the following: Area is under complete renovation and not available for guest use Facility is leased and not operated by hotel Facility is outside/adjacent to hotel Hotel does not have a Fitness Center A minimum of one (1) Flat Panel television (e.g. LED, LCD, plasma) must be in place Mark NO if any of the above criteria is not met
Fitness Center/Exercise Room Cleanliness - Floor
Fitness Center/Exercise Room Condition - Floor
Fitness Center/Exercise Room Cleanliness -Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Fitness Center/Exercise Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Fitness Center/Exercise Room Cleanliness - Furniture/Equipment/Décor Items
Fitness Center/Exercise Room Condition - Furniture/Equipment/Décor Items

Pool

Is this a resort property?
Pool amenities meet standard External Notes Pool amenities meet standard Mark N/A if any of the following: Property is not a resort All pools are under complete renovation and not available for guest use All pools are leased and not operated by hotel Pool area amenities must minimally include: Towels Pool furniture includes a combination of the following: Chairs Chaise lounges Cushions Tables Umbrellas (if outdoor) Non-breakable glassware if present Mark NO if any of the above criteria is not met
Pool Area Cleanliness - Floor/Deck
Pool Area Condition - Floor/Deck
Pool Area Cleanliness - Walls/Fencing/Doors/Ceiling/Windows/Treatments
Pool Area Condition - Walls/Fencing/Doors/Ceiling/Windows/Treatments
Pool Area Cleanliness - Furniture/Equipment/Décor Items
Pool Area Condition - Furniture/Equipment/Décor Items
Pool/Whirlpool Cleanliness
Pool/Whirlpool Condition

Spa

Hotel has a Spa?
Spa meets brand standard External Notes Spa meets brand standard Mark N/A if any of the following: Hotel does not have a spa Spa is a licensed concept Spa is under complete renovation and not available for guest use Spa must minimally include Minimum of four treatment rooms Reception area Changing rooms Relaxation area Water-based amenity (sauna, steam or other) Music is playing in treatment rooms and public spaces Mark NO if any of the above criteria is not met
Spa amenities meet standard External Notes Spa amenities meet standard Mark N/A if any of the following: Hotel does not have a spa Spa is a licensed concept Spa is under complete renovation and not available for guest use Spa amenities include: Sheraton branded robes Hair dryer Slippers White towels Bath amenities Shampoo Body wash Conditioner Lotion Filtered and/or bottled water Mark NO if any of the above criteria is not met
Shine Spa treatments meet standard External Notes Shine Spa treatments meet standard Mark N/A if any of the following: Hotel does not have a spa Hotel does not have a Shine spa Spa is a licensed concept Spa is under complete renovation All treatments begin with a Foot Bath Shine Spa includes minimally (4) signature treatments: Massage Body Facial Hands & Feet Randomly select a signature treatment and ask associate to describe the treatment Review treatment collateral for the 4 Shine signature treatments Mark NO if any of the above criteria is not met
Shine Spa collateral meets standard External Notes Shine Spa collateral meets standard Mark N/A if any of the following: Hotel does not have a spa Hotel does not have a Shine spa Spa is a licensed concept Spa is under complete renovation and not available for guest use Sine Spa collateral in Brand Voice Mark NO if any of the above criteria is not met
Shine Spa offer design and sensory elements meet standard External Notes Shine Spa offer design and sensory elements meet standard Mark N/A if any of the following: Hotel does not have a spa Hotel does not have a Shine spa Spa is a licensed concept Spa is under complete renovation Shine Spa design and sensory elements Treatment room features: White treatment bed Linens Signature Sheraton Laurel Leaf Duvet Glow Board is featured in the Spa Reception Area and guests are invited to leave comments Randomly select treatment room and verify all above Mark NO if any of the above criteria is not met
Spa/ Relaxation Room Cleanliness - Floor
Spa/Relaxation Room Condition - Floor
Spa/Relaxation Room Cleanliness - Walls/Doors/Ceiling/Windows/Treatments
Spa/Relaxation Room Condition - Walls/Doors/Ceiling/Windows/Treatments
Spa/Relaxation Room Cleanliness - Furniture/Equipment/Decor items
Spa/Relaxation Room Condition - Furniture/Equipment/Decor items

Spa - Locker Room

Spa Locker Room Restroom/Shower Facility Cleanliness - Floor
Spa Locker Room Restroom/Shower Facility Condition - Floor
Spa Locker Room Restroom/Shower Facility Cleanliness - Walls/Doors/Ceiling/Windows/Treatments
Spa Locker Room Restroom/Shower Facility Condition - Walls/Doors/Ceiling/Windows/Treatments
Spa Locker Room Restroom/Shower Cleanliness - Furniture/Equipment/Decor items
Spa Locker Room Restroom/Shower Condition - Furniture/Equipment/Decor items

Meeting

Hotel has a Meeting room?
Group Signage meets standard External Notes Group Signage meets standard Mark N/A if any of the following: Hotel does not have a Meeting room There are no meetings currently in progress All meeting rooms are under complete renovation and not available for guest use All hotel produced group signage (e.g. tent cards, door signs) must be: Professionally printed or digital In brand voice While in the pre-function area of the hotel evaluate group signage Mark NO if any of the above criteria is not met
Meeting room setup meets standard External Notes Meeting room setup meets standard Mark N/A if any of the following: Hotel does not have a meeting room No meetings currently in progress Meeting rooms occupied and unavailable for evaluation All meeting rooms are under complete renovation and not available for guest use All meetings are sustainable and must be in line with Sustainable Meeting Practices Condiments served in bulk (e.g. ketchup, honey, mustard, cream) If guest requests individually packaged amenities ask to see BEO Bottled water alternatives (e.g. water station, water cooler, pitcher of water) Linenless meeting tables Meeting space recycling Randomly select a meeting room that is set and ready for arriving group to evaluate It is acceptable to evaluate food and beverage setups in pre-function areas for condiments Mark NO if any of the above criteria is not met
Clutter-Free meeting components meet standard External Notes Clutter-Free meeting components meet standard Mark N/A if any of the following: Hotel does not have a Meeting room All meetings rooms are under complete renovation and not available for guest use Clutter-free meeting components are being implemented Double-sided meeting pads (and/or holder) Pens (and/or holder Water glasses Bottled water alternatives Coasters Signage Evaluate in pre-set unoccupied meeting room If pre-set, unoccupied meeting room is not available or all meeting rooms are occupied: Ask to see Double-sided meeting pads (and/or holder) Ask how water provided to guests Mark NO if any of the above criteria is not met
Pre-Function Cleanliness - Floor
Pre-Function Condition - Floor
Pre-Function Cleanliness - Walls/Doors/Ceiling/Windows/Treatments
Pre-Function Condition - Walls/Doors/Ceiling/Windows/Treatments
Pre-Function Cleanliness - Furniture/Equipment/Décor Items
Pre-Function Condition - Furniture/Equipment/Décor Items
Meeting Room Cleanliness - Floor
Meeting Room Condition - Floor
Meeting Room Cleanliness - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Meeting Room Condition - Walls/Doors/Ceiling/Vents/Lighting/Windows/Treatments
Meeting Room Cleanliness - Furniture/Equipment/Décor Items
Meeting Room Condition - Furniture/Equipment/Décor Items

Heart of House

Children's menu meets standard External Notes Children's menu meets standard Mark N/A if any of the following: Area under renovation and not available Restaurant is a licensed concept Hotel does not have a restaurant Hotel has a no child policy or restriction for a minimum age requirement Children's menu must minimally offer: For breakfast, if breakfast buffet is not available, minimum of three kids menu items must be available For lunch and dinner, minimum of 6 main courses including: 2 Healthy options A minimum of 2 desserts Mark NO if any of the above criteria is not met
Heart of House collateral meets standard External Notes Heart of House collateral meets standard Framed Heart of house posters must minimally include: Human Truths posters Service Model posters Core Value posters Mark NO if any of the above criteria is not met
Sheraton Club hours of operation meets standard External Notes Sheraton Club hours of operation meets standard Mark N/A if property is resort location and does not have a Sheraton Club Lounge The Club Lounge should be accessible to guests a minimum of: Seven (7) Days a week Sixteen (16) hours per day Check signage in Club, in guestroom or ask associate the hours of operation Mark NO if the hours of operation are less than the minimum amount
Hotel has the minimum required bandwidth for guestroom internet access External Notes Hotel has the minimum required bandwidth for guestroom internet access Mark N/A if any of the following: Hotel has provided documentation that an owner or management company change has occurred within the last 90 days Hotel opened within the last 90 days Hotel is a Gaylord Hotels must follow minimum bandwidth requirements as communicated by both the standard and the continent teams
Global Property Network Standard (GPNS) technical solution is installed External Notes Global Property Network Standard (GPNS) technical solution is installed Mark N/A if you find any of the following: Hotel has signed contract to install GPNS, and the installation has not occurred yet Hotel has current (not expired) contract with any internet provider signed November 1, 2012 or prior (AP, CALA, CAN, MEA, US) Hotel has current (not expired) contract with any internet provider signed October 1, 2013 or prior (EUR) Hotel provided documentation that an owner or management company change has occurred within the last 90 days Hotel opened within the last 90 days Hotel is part of the Autograph Collection (CALA, CAN, EUR, MEA, US) Hotel is AH, FP, LC, TRB, SHER, SR, W, WSTN Hotel must have the Global Property Network Standard (GPNS) technical solution installed per standard guidelines (AH, FP, LC, TRB, SHER, SR, W, WSTN) Hotel must have the Global Property Network Standard (GPNS) technical solution installed (AC, AUTO, CY, DH, FIS, JW, MEApts, MH, MX, RC, RH, RI, SHS, TPS)
guestVoice Alert Response Rate meets standards External Notes guestVoice Alert Response Rate meets standards Mark N/A if you find any of the following: Hotel provided documentation that an owner or management company change has occurred within the last 12 months Hotel opened within the last 90 days Hotel has 2000 rooms or more (AUTO) Internet is unavailable due to technical issues Hotel must respond to guestVoice Alerts within 48 hours by an approved method for GSS, TripAdvisor and Marriott Verified Reviews (MVR)/SPG Ratings & Reviews Hotel must maintain a minimum 90% response rate for all GSS, TripAdvisor, and MVR/SPG Ratings & Reviews alerts Alerts are triggered for negative guest feedback: GSS ITRec < 6, MVR < 3, SPG <3, and TripAdvisor < 3 Response must be one of the following: Email to the guest using a rapid response template within the guestVoice platform for GSS, Response posted to a MVR through guestVoice, Response posted to a SPG Ratings & Review through guestVoice, or TripAdvisor review response posted online Compliance will be measured on Total rolling 12-month performance at or above 90% Note: Rolling 12-month performance only includes information since opening date or since participating in the guestVoice standard. In addition, only hotels where the standard has been active at least 3 months will be audited.

General

Warm welcome/greeting provided
Additional Warm welcome/greeting provided
Well-groomed and professional, wearing a uniform
The overall experience met guest expectations and was free of negative detractors
Hotel General - All non-management Hosts' uniforms meet standards External Notes Hotel General - All non-management Hosts' uniforms meet standards Logos: brand, property-specific or graphic logo may be applied to uniforms All Hosts must be: In complete, well-fitted uniforms From approved brand program Consistent throughout the hotel It is acceptable if: Engineering Hosts do not participate in the approved program Third-party/separate concept/destination restaurant (e.g. TGI Fridays, Viande) Hosts wear a different uniform Properties located in Hawaii utilize an alternate uniform program Contract labor, buy-out labor or temp associates wear a different uniform Mark NO if any of the following: Host not in approved uniform package Host not in complete uniform for position Host not in well-fitted uniform Host uniform not consistent throughout hotel

Food Safety

Temperature Logs and Training documentation is completed and available for review External Notes Temperature Logs and Training documentation is completed and available for review Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Hotel provided documentation that an owner or management company change has occurred within the last 90 days Local code prohibits/supersedes any standard, documentation must be provided to verify All associate hire dates within the last 60 days when evaluating hourly food safety training All manager hire dates within the last 60 days when evaluating management food safety certification Restaurant is operated by a third party Review documentation from last inspection, re-inspection, owner/management company change or opening/re-opening date forward Hotel must provide documentation of owner/management company change Select (1) of the following (5) documentation items to review Proof of Food Safety training for all culinary food handling associates All food handlers (e.g. cook) must minimally be: Trained Re-trained every 2 years Food handler is an associate who is involved in the preparation of food/food products either from scratch or convenience items (e.g. cook) Select (1) (GH 5) hourly culinary staff member in current position at least 60 days Ask to see documentation that the selected culinary staff is food safety trained within the last 2 years Any food safety training is acceptable, the most common examples are: Government or local required food handler training Food Safety Training for Food Handlers (TAP Series) ServSafe Starters or ServSafe Food Handlers Safe Food Solutions LLC Essentials of Food Safety and HACCP Principles GFSF (Great Food Safe Food) Management certification program (e.g. National Registry, ServSafe) It is acceptable for management certifications to be valid for the entire length of certificate (e.g. 5 years or 3 years) without re-certifying or additional training every 2 year Documentation may be in any form, the most common examples are: Roster Training certificate Completion documentation Mark NO if any of the following: Training not conducted or documented Training documentation more than 2 years old The appropriate managers are Food Safety Certified through an approved program Review documentation from last inspection, re-inspection, owner/management company change or opening/re-opening date forward Hotel must provide documentation of owner/management company change Management staff must minimally complete management food safety certification Minimum number of Food Safety certified management (positions vary by hotel, equivalents acceptable): FF/SHS/TPS/AC/AH/ELMT - 1 manager CY/RI/MX/FP - 250 rooms/suites or less: Chief Engineer (management or salaried), GM, other manager (or other hourly staff if only (1) management position on property) CY/RI/MX/FP - 251 rooms/suites or more: Chief Engineer (management or salaried), Assistant GM, other managers (or other hourly staff if only (1) management position on property) JW/MH/RH/RC/RCDC/AUTO/DH/Non Branded/GH/SHER/SR/LC/LM/W/WSTN: Assistant Engineer, Banquet Chef, Chief/Executive Steward, Culinary managers, Director of Engineering, Executive Chef, Restaurant Managers, Sous Chefs Current (5 years from validation date), from an approved certification training program (in-person or online) Food handler certification or proof of training (e.g. roster, training documentation) is not acceptable Ask to see certificates of managers in current position at least 60 days: Select (2) management staff from the list above (MH/RH/JW/RC/RCDC/CY/RI/MX/AH/AUTO/DH/Non Branded/FP/SHER/SR/LC/LM/W/WSTN) Select (5) management staff from the list above (GH) Ask to see certificate for the certified manager (FF/SHS/TPS/AC/AH/ELMT) US Management food safety certification must only be from one of the following certifying bodies: NRFSP (National Registry of Food Safety Professionals) Prometric (formerly Experior Assessments) ServSafe (National Restaurant Association/Educational Foundation) Learn2Serve 360 Training.com, Inc. City/County/State certifications may not be substituted unless logos of one of the above certifying bodies is present Documentation must be management certificate AP, EUR, MEA, CALA, CAN Documentation may be from any certifying body ALL CONTINENTS Mark NO if any of the following: Certificates not from approved program (US) Certificates not on file and available for review Certificates older than 5 years Required staff not certified in approved program Refrigerator and freezer temperature logs (HACCP Log A-3) are completed and on file for 90 days Hotel may use any form (electronic or paper) If hotel cooks, holds, re-heats, refrigerates, freezes, or cools food the proper logs/forms must be completed Log must minimally record: Date AM internal temp PM internal temp Corrective Action (if temperature out-of-range) Refrigerator temperatures above 41F (5C) are considered out-of-range Freezer temperatures above 5F (-15C) are considered out-of-range Select (1) refrigerator and (1) freezer Select (1) week (7 consecutive days) within the past 3 months Mark NO if any of the following: Corrective action field not completed Documentation not available for review Documentation not 90%+ complete Log entry(s) not filled out correctly Temperatures out of guidelines have not corrective actions Temperature Logs (HACCP Log A-1) for cooking, holding and reheating food items are completed and on file for the past 90 days Do not select this item is hotel does not cook, hold or re-heat food items Hotel may use any form (electronic or paper) If hotel cooks, holds, re-heats, refrigerates, freezes, or cools food the proper logs/forms must be completed Log must minimally record: Date Food item Time Temperature Corrective Action (if temperature out-of-range) For cooking temperatures: temperatures below minimal internal cooking limits listed on Log A-1 are considered out of range For reheating temperatures: below 165F (74C) are considered out of range For holding temperature: hot holding below 135F (57C) or cold holding above 41F (5C) are considered out of range Select (1) kitchen and (1) meal period for 1 week (7 consecutive days) within the past 3 months Review documentation and check all fields are correctly completed for selected entries Mark NO if any of the following: Corrective action field not completed for out-of-range temperatures Documentation not available for review Documentation not 90%+ complete Log entry(s) not filled out correctly Temperatures out of guidelines have no corrective actions Food Cooling Logs (HACCP Log A-2) are completed and on file for the past 90 days Do not select this documentation item if hotel does not re-heat food Hotel may use any form (electronic or paper) If hotel cooks, holds, re-heats, refrigerates, freezes, or cools food the proper logs/forms must be completed Log must minimally record: Date Food item Temp at start Temp #1 (after 1 hour) Temp #2 (after 2 hours) Temp #3 (after 4 hour) Temp #4 (after 6 hours) Corrective Action (if temperature out-of-range) Temp #2 (after 2 hours) above 70F (21C) are considered out-of-range Temp #4 (after 6 hours) above 41F (5C) are considered out-of-range Select (3) cooling log entries within the past 3 months Review documentation and check all fields are correctly completed for selected entries Mark NO if any of the following: Corrective action field not completed for out-of-range temperatures Documentation not available for review Documentation not 90%+ complete Log entry(s) not filled out correctly
Personal hygiene procedures are followed External Notes Personal hygiene procedures are followed Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Local code prohibits/supersedes any standard, documentation must be provided to verify This item will be evaluated whenever it is encountered or observed during the BSA process, including the evening service experience (e.g. if an unsanitary practice was observed during the evening Lounge experience, this would be evaluated and scored as part of the food safety evaluation) Personal hygiene must include: No eating, drinking, smoking, or tobacco use in areas with exposed food, food contact surfaces, food contact packaging All dedicated hand washing sinks being stocked, functional and accessible All associates washing hands following: Touching face, hair Using restrooms Touching raw food product Changing gloves No bare hand contact with ready-to-eat-foods No associates working who display symptoms of illness: Diarrhea Vomiting Fever Sore throat with fever Jaundice (yellowing of the eyes) Mark NO if the above criteria is not met
Ice Machines are clean and in good condition External Notes Ice Machines are clean and in good condition Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Local code prohibits/supersedes any standard, documentation must be provided to verify Randomly select (1) ice machine in the food and beverage area (All brands except GH) Randomly select (3) ice machines in the food and beverage areas (GH) Ask Engineering associate to remove inspection panel of ice machine to observe cleanliness of all ice/water contact surfaces Check ice contact areas of bins, doors, drop guards, interior of ice machine, gaskets and ice scoops Mark NO if any of the following: Interior of ice machine dirty Mold, mildew or fungus on ice contact areas Rust on the inside of ice machine or ice contact areas
Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding devices External Notes Cold potentially hazardous foods maintained at 41F (5C) or below in all cold holding devices Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Local code prohibits/supersedes any standard, documentation must be provided to verify Cold foods must be held at or below 41F Select cold unit/units (walk-in, reach-in, cold holding units, salad bars, ice wells): (1) Refrigerator (RI/FF/SHS/TPS/AC/AH/ELMT) (2) Refrigerators/cold holding units (CY/JW/MX/FP/MH/RH/RC/RCDC/AUTO/DH/Non Branded/SHER/SR/LC/LM/W/WSTN) (2) Refrigerators/cold holding units per kitchen (GH) If multiple kitchens, check (2) units per kitchen Bakery/Pastry Shop/Butcher/Garde Manager, cafeteria/canteen are considered separate kitchens Check (2) temperatures per unit If hotel uses optional Time in Lieu of Temperature procedures: When potentially hazardous food products are on display (e.g. buffet (boiled eggs, salmon), omelet cooking station (ham, bacon)) and temperature is out-of-range: Ask to see HACCP Form A-20 Verify food product evaluated is: Listed on HACCP Form A-20 "Time item is displayed" listed is less than (4) hours from current time Mark NO if any of the following: (2) or more products are 42-55F (6-13C) Any product is over 55F (13C) Time in Lieu of Temperature is used and no food items are documented Time in Lieu of Temperature is in place and HACCP Form A-20 is not used Time in Lieu of Temperature is in place and log entry not filled out correctly Time in Lieu of Temperature is in place and documentation not 90%+ complete
Facility is clean and in good condition External Notes Facility is clean and in good condition Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Local code prohibits/supersedes any standard, documentation must be provided to verify This item will be evaluated whenever it is encountered or observed during the BSA process, including the evening service experience (e.g. if an unsanitary practice was observed during the evening Lounge experience, this would be evaluated and scored as part of the food safety evaluation) As you walk through the facility evaluate the food contact surfaces, equipment and non-food contact surfaces Check baseboards, cabinets, ceilings, counters, doors, drains, drain covers, floors (grout lines), equipment, grease traps, hardware, mats, outlet covers, switch plate covers, tables, vents, walls, and windows in all food production, food service, food storage and food transportation areas of the operation There should be no evidence of pests including: Active cockroaches or rodents (5) or more pests in a small area (e.g. (6) fruit flies in drain) Evidence of pests breeding Birds nesting inside building Trailing ants in food preparation area Dead pests Mark NO if any of the following: More than (4) cleanliness or conditional issues are observed or encountered Any evidence of pests
Dishwashing machines properly maintained and operated External Notes Dishwashing machines properly maintained and operated Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Local code prohibits/supersedes any standard, documentation must be provided to verify Hotel does not have a dishwashing machine Test using a thermometer or strips that are not damaged For Low temp machines: Test only once using non-damaged strips Verify concentration of chemical sanitizer is at proper level (e.g. Chlorine: 50-100 ppm) Run machine with full rack of equipment, plates or glasses Immerse strip for exactly the specified time in water on plate, glass or equipment Do not agitate the test strip Do not contact foam on top of the solution For High temp machines: Test only once using a thermometer or strips Non-chemical sanitizing in a dishwashing machine must be at 160F (71C) on dish surface If machine has not been used recently, run it through a cycle or (2) before testing Test High temp machines: Attach a 160F (71C) test strip, heat tape using a plate or fork or use a waterproof thermometer. Run tape or waterproof thermometer through the machine Check heat tape for activation or thermometer for correct temperature of the food contact surface in the machine Randomly select (1) dish machine in the food and beverage area (All brands except GH) Randomly select (3) dish machines in the food and beverage areas (GH) Mark NO if any of the following: High temp machine - heat tape is not activated or required temperature is not achieved Low temp machine - chemical sanitizer not in correct range Low temp machine - hotel does not have a method to test the dish machine sanitizer (e.g. test strip) Dish machine is not functioning or out of order
Cutting board policy meets standards External Notes Cutting board policy meets standards Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Local code prohibits/supersedes any standard, documentation must be provided to verify Restaurant is operated by a third party Hotel does not offer ready-to-eat or non-ready-to-eat food items that require the use of cutting boards during food preparation Cutting board system must be in place if hotel offers ready-to-eat or non-ready to eat food items that require the use of cutting boards during food preparation (e.g. chicken, fruit, or drink garnish all require a cutting board system): White plastic, polypropylene or acrylic, used for preparing only ready-to-eat food items (including Sushi and Sashimi) Second/other color used for food items that are not ready-to-eat It is acceptable to use a multiple color cutting board system for non-ready-to-eat food items Wood cutting boards may only be used for: Butcher blocks Bakery work tables Food displays Kitchens in Asia and other specialty kitchens may use wooden boards for general use, provided that: Boards must be properly maintained and marked for the proper product use Separate boards for chicken, fish, raw and cooked products Blocks are to be scraped, washed and sanitized daily A culinary associate is able to describe the cutting board use policy Mark NO if any of the following: White cutting boards not used for ready-to-eat products Preparing non ready-to-eat and ready-to-eat food on the same cutting boards Using only one-color cutting boards if both ready-to-eat and non-ready-to-eat food items are prepared Using wooden boards for applications other than those approved Culinary associate in Asia/specialty kitchen not able to describe the wooden cutting board use policy
Cross-contamination prevention procedures are followed External Notes Cross-contamination prevention procedures are followed Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Local code prohibits/supersedes any standard, documentation must be provided to verify This item will be evaluated whenever it is encountered or observed during the BSA process, including the evening service experience (e.g. if an unsanitary practice was observed during the evening lounge experience, this would be evaluated and scored as part of the food safety evaluation) Hotel must store items with the highest cooking temperature requirement on the bottom shelf, and place food items with lower cooking temperature requirements above these items Examples of such hazards include but are not limited to: raw animal products above ready-to-eat foods, commingling raw animal species, and thumb tacks/staples Mark NO if any of the following are observed or encountered: Raw animal products stored above or commingled with ready-to-eat products Food items with higher cooking temperature requirements stored over food items with lower-cooking temperature requirements Physical hazards that would present an imminent health hazard, such as push pins used directly above food prep surfaces Chemicals stored above food or food contact surfaces Cross-contamination or potential for cross-contamination exist with food or food contact surfaces Food stored or thawing in a dedicated hand washing sink
Quarterly Global Food Safety Audit (GFSA) is completed and documented External Notes Quarterly Global Food Safety Audit (GFSA) is completed and documented Mark N/A if any of the following: Facility is under complete renovation and not available for guest use Hotel provided documentation that an owner or management company change has occurred within the last 90 days QA website was unavailable due to technical issues Hotel open less than one complete quarter Restaurant is operated by a third party Hotel must complete a Global Food Safety Audit (GFSA) self-inspection each calendar quarter Quarters are as follows: 1st Quarter: January-March 2nd Quarter: April-June 3rd Quarter: July-September 4th Quarter: October-December GFSA must be completed and uploaded to the QA website A printed GFSA will not be acceptable A printed GFSA will be acceptable for 2017 Q1 & Q2 (W, SR, LC, SHER, WSTN, TRB, AH, FP) Ask to see documentation of most recent GFSA Verify quarterly GFSA was completed and uploaded for the most recently completed quarter Documentation must only be in one of the specific electronic forms listed below: Global Food Safety Audit - Summary Results (electronic) Global Food Safety Audit - Detail Results (electronic) It is acceptable to use the prior year's form during Q1 only Q2, Q3, Q4 must use current form Mark NO if any of the following: Documentation not available Paper forms only available Incorrect form used Requested GFSA not conducted or documented GFSA not uploaded to QA website

BSA 2017 - Sheraton (Full)

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Front Entrance | Lobby Arrival

Check-in

Lobby Bar

In-Room Dining

Sheraton Club

Restaurant

General Guestroom

Guestroom

Bathroom

Lobby

Public Restrooms

Elevator

Corridors

Sheraton Fitness

Pool

Spa

Spa - Locker Room

Meeting

Heart of House

General

Food Safety

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BSA 2017 - Sheraton (Full)

Free BSA 2017 - Sheraton (Full) Checklist

Go digital today!

Convert your paper checklists into digital forms

Front Entrance | Lobby Arrival

Check-in

Lobby Bar

In-Room Dining

Sheraton Club

Restaurant

General Guestroom

Guestroom

Bathroom

Lobby

Public Restrooms

Elevator

Corridors

Sheraton Fitness

Pool

Spa

Spa - Locker Room

Meeting

Heart of House

General

Food Safety

Related checklists