Estandares

Information

Document No.
Audit Title
Client / Site
Conducted on
Prepared by
Location
Personnel

Reservaciones

Reservations

Select date
Was the telephone answered promptly?
Number of rings before the phone was answered? (Insert number of rings)
If the call was not answered in 3 rings or 10 seconds, was an apology extended?
Was the greeting clear, polite, friendly & courteous?
Did the member of staff introduce themselves by name?
Did the member of staff speak in a clear unhurried voice?
Were you asked if you were a SLH club member?
In response to your request, were you offered various room types/rates?
Did employee attempt to up sell to a higher room category by highlighting its benefits (i.e. size, view, amenities, etc.)?
If necessary was the style and content of the room given?
Staff appears to be generally well informed about entire hotel; or obtains effective and prompt assistance
Was a confident description of the hotel facilities given?
Were the rates, dates and style of room accurately repeated & confirmed?
Was it clearly explained what the rate included? e.g. taxes, breakfast
Were any special requests handled well? e.g. non smoking
Were you asked for correct spelling of your name, address and all other relevant details?
Were you asked for a deposit or credit card number?
Was the cancellation policy explained to you?
Was an arrival time requested?
Were you asked if you would like to book a table for dinner?
Were you asked how you heard about the hotel?
Were you asked if you had any special requests or club member preferences ?(SLH)
Was the hotel location and best route to take confidently explained?
Was the reservation taken in a friendly and courteous manner throughout procedure?
Was your name used appropriately throughout the booking?
Were you informed a confirmation would be sent?
Were you given a choice of receiving the confirmation by email, fax or post and was complied with
Did the employee offer his/her name at the end of the call for any further assistance required?
Was a reservation confirmation received?
Did confirmation promote any other hotel facilities (i.e. restaurants, spa, airport transfers)?
Was the confirmation accurate?
Was service handled without excessive delays or interruptions (i.e., waiting on line, untended counters, more than three phone rings)
On-line booking is available, easy to navigate and complete reservation

Rooming

Select date
Did an employee escort the guest to his/her room?
Did the employee engage in polite, unobtrusive conversation with the guest?
Was the employee’s speech clear and use of English adequate to be fully understood?
Did the employee ascertain if it was the guest's first visit to the hotel and if it was were the locations of the restaurants, bars and health spa/fitness facilities pointed out (should be offered as opposed to automatic for returning guests)?
Was the key card operation explained (where required)?
Once at the room did the employee offer the option of a room orientation?
Did the employee point out heating/air-conditioning controls?
Did employee explain any complex technical aspects of the room (i.e. electric curtains, audiovisual equipment, shower controls, etc.)
Did employee point out location of in room bar (if not in a prominent position) and mention any complimentary offerings (if applicable)?
Did employee explain any complex technical aspects of the room (i.e. electric curtains, audiovisual equipment, shower controls, etc.)
Did employee mention the valet/laundry services?
Did employee mention the valet/laundry services?
Did employee point out any master switches for lighting (if applicable)?
Did employee point out location of hair dryer (if necessary)?
Did employee point out directory/room service menu?
Did employee point out in room safe?
Did the employee offer any additional service before departing (i.e. pressing, coffee/tea, etc.) and offer his/her name and/or a contact number?
Did the employee offer any additional service before departing (i.e. pressing, coffee/tea, etc.) and offer his/her name and/or a contact number?

Concierge

Select date
Name:
Concierge is on duty or a special services number is available for guests 24 hours a day, seven days a week
Was the telephone answered promptly at the concierge desk?
If the call was not answered in 3 rings or 10 seconds, was an apology extended?
Was the background free of any noise or disturbances (i.e. makes the conversation difficult to hear or causes a distraction)?
Was guest not left holding for more than 30 seconds on the telephone?
Attendant/operator exhibits a sincere desire and compliance to all guest requests
Was there a positive response from the concierge to your request?
Did the staff sound calm and organised, giving the guest an unhurried impression?
Was the welcome friendly and courteous?
Were you recognised as an SLH guest?
Where all the concierge staff smart and well groomed?
Did all staff smile and make good eye contact?
Were you immediately offered assistance?
If the concierge staff were busy, was your presence acknowledged?
Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
If a queue was present was guest offered assistance within one minute of joining it?
Were you acknowledged by the concierge staff within 60 seconds?
Did the employee automatically offer to make any restaurant reservations on the guest's behalf and offer directions where required?
Were you given an estimate of the time for completion of the task?
Did the staff listen carefully to your needs and requirements?
Did you feel that the concierge staff demonstrated good knowledge of the task in Hand?
Did you feel that their recommendations seemed special and insightful?
Upon check in were your appointments/activity confirmations presented or delivered
Was all written information clear, legible and presented on hotel paper?
Did employee offer complete and thorough solutions to all requests put forward and offer their name for any further assistance required?"
Did the employee make eye contact and give the guest their undivided attention during all interactions?
Did employees respect guest's presence when interacting with each other?
Did the service provided by the concierge made a difference to the overall experience of your stay?

Front House

Select date

Were there accurate dialling instructions for both internal & external calls displayed in the bedroom? Could be part of the guest services information.
Were there telephones available beside the bed, on the desk, in the bathroom?
Were any incoming messages taken accurately?
Were messages delivered promptly?
If the message was delivered by hand, was it in a sealed envelope?
Where a voicemail system is in place was this working correctly?
Were you able to retrieve the message successfully?
Where messages can be received via the TV – were you informed on screen that a message was waiting?
Incoming faxes and written messages are delivered to guest rooms within half an hour (measure exact time)
Faxes and messages are handled confidentially, enclosed in envelopes at all times
Were you able to successfully retrieve the message following the prompts given?
Did the operator answer quickly?
Number of rings before the phone was answered? ( i nsert number of rings)
Did the operator speak in a clear unhurried voice?
Was the operator friendly and courteous at all times?
Was your name used appropriately by the operator?
Were all requests handled knowledgeably by the operator?
Did employee confirm the caller's request by repeating back key details (room/time) to ensure correct understanding?
Was your wake up call delivered courteously?
Was your wake-up call delivered on time?
When delivering the wake up call did the employee announce time of day?
Was the wake up call delivered within 5/2 minutes of the requested time?
Did the employee speak in a considerate, interested and friendly manner and refrain from using any jargon?
Did employee use the guest's name at least once both when the wake up call was placed and when it was delivered?
Was the employee’s speech clear and use of English adequate to be fully understood?
Did the call end with the employee offering a warm, sincere and positive closing?

Check In

On arrival were you met at your car at the entrance or in the car park?(This may not be applicable at a Townhouse or City Centre hotel)
Was the exterior of the vehicle clean and polished?
Were your requirements regarding transportation fulfilled correctly?
Was the interior of the vehicle clean, tidy and odour free?
Was bottled water available?
Did employee ascertain if guest would like music played and if it was played was it at an appropriate level?
Did employee ascertain if the car temperature was satisfactory?
Did employee drive in a safe and careful manner?
At a Townhouse or City Centre hotel was there a drop off facility? (for a short time)
Was valet parking of the car offered?
Where there is no parking at the hotel was this service offered
Was your name requested at the car?
If arrival by car, did employee offer to valet the car, give instructions on how to call for the car and provide a car collection ticket?
Were you met at the door on arrival?
Did employee offer assistance opening car doors on arrival?
Was your luggage collected from the car?
Was the welcome friendly and courteous?
Were you recognised as an SLH guest?
Did an employee escort the guest to reception and introduce him/her by name to the receptionist or use technology (i.e. mike/headpiece) to pass on guest's name?
If not, did the employee provide a luggage ticket, explain the luggage handling procedure and offer directions to the reception desk?
Did employee telephone hotel to notify reception of the guest's expected time of arrival via headset or earpiece (i.e. not by handheld)?
Did the receptionist looked smart and well groomed?
Did all staff smile and make good eye contact?
Did the employee manage the flow of traffic at the entrance to the hotel so that it was fluent and unobstructed (i.e. not restricted by over parking)?
If the receptionist was busy, was your presence acknowledged?
Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
If a queue was present was guest offered assistance within one minute of joining it?
Did complete check in take no more than 5 minutes from the time of joining the queue?
Was the reservation immediately located and accurately contained all relevant information?
Had any special requests/preferences been taken into account?
Was the room type, special requests (i.e. bed preference) and departure date reconfirmed?
Was your room preference e.g. non smoking pre-allocated?
Were you asked on the check-in card how you heard of the hotel or had SLH already been highlighted?
If a pen was required, was a hotel branded/corporate style pen provided?
Did the receptionist/butler/restaurant manager confirm/offer to book dinner reservation?
Did the receptionist offer to book an Early Morning call for you?
Did the receptionist offer to order a newspaper for you?
If a complimentary newspaper is provided were you informed of this?
Were any advance messages/mail presented? (if applicable)
Were you offered assistance with luggage?
Did employee arrange for the guest to be escorted to the room (see rooming) and if this was done by a second employee, was that employee introduced to the guest?
Was an offer made to show you to your room?
Did the receptionist or rooming clerk promote the hotel facilities and explain layout? (if you had not stayed before)
Were the receptionist or rooming clerk friendly and courteous at all times?
Was your name used appropriately during check-in?
Was there a personal welcome letter/card from the hotel manager?
Attendant places all registration materials into the guest's hand
Were you wished an enjoyable stay by the receptionist or rooming clerk?
Were the in-room facilities fully explained by receptionist or rooming clerk?
Was the luggage porter well groomed?
Was the luggage porter friendly and courteous?
Was the luggage handling efficient?
Did the employee offer a warm and sincere farewell at the end of the interaction?

Doorman

Select date

Did the porter arrive at the guest's room within 10 minutes of check in with the correct luggage?
Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?
Did the employee place the luggage on to the luggage rack/bench in the correct position (i.e. zipper facing the guest) and if a rack was not available did the employee offer to get one?
Did employee offer to hang the suit carrier/coat?
In the case where the guest had to wait for his room, was the luggage placed into the room prior to his/her arrival?
Was the luggage service organized and professional?
Did the employees smile and display a genuinely warm, friendly and interested manner?
Did employee use the guest's name at least once during the luggage delivery process?
Did an employee personalize the interaction in any way (i.e. engage in polite conversation) and engage the guests as individuals?
Were you immediately offered assistance?
Select date

Prior to arrival, were you offered transportation from the airport/ferry/station?

Check Out

Select date
Was the telephone answered promptly at reception or cashiers?
Number of rings before the phone was answered?(insert the number of rings)
If the call was not answered in 3 rings or 10 seconds, was an apology extended?
Was guest offered assistance immediately or if a queue was present was he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
If a queue was present was guest offered assistance within one minute of joining it?
Did complete check out take no more than 5 minutes from the time of joining the queue?
Was there a positive response from the receptionist or cashier to your request to have your bill ready for immediate check-out?
Were you able to to view your bill via tv and did it work correctly?
Were you offered immediate assistance on arrival at the reception or cashiers desk?
If you were not offered immediate assistance on arrival at the reception or cashiers desk, were you at least acknowledged?
Did all staff smile and make good eye contact?
Were the receptionist or cashier friendly and courteous at all times?
Did the employees smile and display a genuinely warm, friendly and interested manner?
Did the receptionist or cashier look smart and well groomed?
Was your name used appropriately during check-out?
Was the bill presented promptly?
Was the bill neatly presented and in an appropriate language so that you could understand the charges?
Were you asked if there were any late charges e.g. Mini bar , Room service
Was it necessary to query any charges?
If the bill contained any incorrect charges, were they removed and a new bill presented?
Were you offered an apology for the error?
Were you asked if you had enjoyed the stay?
Was an offer automatically given to help with luggage?
Were you wished a good journey and expressed hope for a return visit?
Were the luggage porter(s) friendly and courteous?
Were the luggage porter(s) well groomed?
Was the luggage handling efficient?
Was an offer made to bring the car to the door?(where possible)
Did the employee offer a warm and sincere farewell at the end of the interaction?
Attendant opens and closes door for guest(s)
Guest does not wait more than five minutes for transportation
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?
If the call was not answered in 3 rings or 10 seconds, was an apology extended?
Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting and the department identified?
Did employee confirm number of luggage pieces to be collected?
Was luggage collected from room within 10 minutes of telephone request?
If there is a delay in luggage collection was guest informed of the delay and estimated new collection time?
Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?
Did the employee offer to retrieve the guest's car or arrange onward transportation?
Did employee confirm the number of pieces to be collected and in the case of the luggage being stored was a luggage collection ticket offered at the point of collection?
Bellman anticipates guest's needs
Bellman inquires about guest's stay
Did the employee offer any additional service before departing?
Was the luggage service organized and professional?

Doorman

Bedroom

Select date
Was the décor luxurious/current in appearance and well coordinated throughout the room?
Was the bedroom door free of scuffs and marks?
Did the bedroom door lock function smoothly so there was no problem gaining entry?
Did the first impression of the bedroom meet your expectations of SLH quality? Consider here the quality of the décor, furniture, flooring, curtainsand soft furnishings.
Was the room at an ambient temperature on arrival?
As appropriate to the season/climate were you given instructions on how to control the temperature of the room and was it quick and effective?
Were lighting levels practical and effective at bed, desk, in/by wardrobe and chair/sofa area?
Did the quality of the bed(s) meet expectations? e.g. were they plush and comfortable?
Did the quality of the linen/blankets/duvets meet expectations?
Were sufficient clean pillows provided? e.g.6 on a king size, 4 on a double, 2 on a Single
Did the quality of the pillows meet expectations?
Did the wardrobe provide sufficient and appropriate space? Consider here the ease of use depth and drawer/shelf space.
Did the curtains/blinds provide sufficient blackout?
Was balcony clean, swept and all balcony furniture clean and set up (weather permitting)?
Was there ample full hanging (i.e. for dresses) and drawer/shelf space available for a minimum of two guests?
Were there sufficient clothes hangers of good quality?
Was there a conveniently placed luggage rack?
Was a flat screen plasma/LCD television present and was the screen a minimum of 32 inches?
Was the TV (where provided and appropriate) in good working order including the remote, providing a clear picture on each channel?
Was the TV (where provided) easy to use and/or were you given either verbal or written instructions?
Was the guest service information part of the interactive TV and if so was it easy to use and multilingual if appropriate?
Where the guest service information is provided in written format (multilingual if appropriate), was it well presented & easy to use?
Was the room adequately soundproofed?
Was a radio provided? (where appropriate)
If the radio was part of the TV was it tuned in correctly?
Was there any TV and radio programme information available, either in room or on request? (if appropriate)
Was there a CD or DVD system provided? (where appropriate)
Did the CD/DVD system work effectively?
Where a CD or DVD system is provided, is it possible to obtain CD’s or DVD’s from reception or concierge?
Did the hairdryer work effectively?
Was there a hair dryer conveniently situated for easy use in the room?
If there were clocks in the room did they all display the correct time and were they synchronized within two minutes of each other?
Was there a note pad, pen or pencil available by the phone?
Was there a safe in the bedroom?
Were instructions given on how to use the safe?
If a safe is not provided, was there information on safety deposit facilities?
Were the hotel facilities and services promoted and presented with quality?

Consider here additional information provided about spa treatments/golfing facilities etc

Was there local tourist and other local information provided to ensure that your stay and experience at the hotel met expectations. (Please note this should always be in English as well as multilingual if necessary)
Was the guest stationery well presented?
Was there an SLH directory displayed?
Was there an SLH magazine displayed? (not always applicable)
Was there a sewing kit available?
Were there additional accessories provided and were these replenished? e.g. bottled water, fruit, sweets, home made biscuits/chocolates, books, fresh flowers/plant, up to date magazines. Please state what was provided in comments section below.
Was there a mini bar in the room or a private bar made available on request?
Was there a room service menu available in the bedroom with limited items available 24 hours?
Was the room service menu clean and well presented?
Were the sockets for electrical items and internet connections easily accessible or wireless connectivity available?
Was high speed internet access available and if so was the connectivity easy and user friendly (i.e. either via Wi-Fi or cable)?
Was the Fire/Safety information clearly given either with a diagram of how to escape from the room or multilingual instructions?

Housekeeping Evaluation

Bedroom

Select date
Was the room fresh and odour-free?
Did the room provide an abundance of space (minimum of 30 metres squared for city hotels and 40 metres squared (including bathrooms) for resorts) and was the furniture arranged in a way that allowed freedom of movement throughout the room?
Was all the furniture dusted and clean and free of debris and stain?
Were the carpets vacuumed or other flooring clean and completely free of debris and stain?
Were the wall surfaces generally well maintained and enhanced with several design elements (i.e. wood baseboards, ceiling trim, soft wall coverings, wood panelling, etc.)?
Were the mirrors clean and polished?
Were the windows and glass doors completely clean inside?
Were all the upholstery/curtains/bedspread clean and well presented?
Was the bed headboard clean and free from stain?
Were the linen/blankets/duvets clean and properly laundered?
Was the bed well presented? Consider here the overall look of the bed, were the covers neat and tidy, valence to cover the base.
Were the pillows completely clean and free from any debris, hair or stains?
Were there extra clean blanket/pillows available in the room or available on request?(These should be wrapped to prevent odours)
Was a turndown service provided in the evening?
Was the turndown service provided automatically or were you informed to request if required?
Did the employee knock on the door/ring the doorbell and if required wait ten seconds, and then knock on the door/ring the doorbell again before entering the room?
If the employee was encountered was he/she well presented and did they greet the guest with a smile?
Staff maintains alert posture; no hands in pockets, folded arms: Staff avoids excessive personal chatting amongst themselves: Staff does not smoke, drink or eat in guest view
Staff does not decline any request without offering appropriate alternatives
Item is delivered to the room within ten minutes unless advised otherwise by staff (measure time)
Items delivered to the room are neatly presented; pillows and blankets wrapped; small items are put in place or presented on tray or basket, not hand-to-hand
If guest was present in the room during turndown, did the employee offer/arrange to return at a later convenient time?
As part of the turndown service, was the bed turned down, bin emptied, the room tidied including removal of tea trays, dirty fruit plates etc, curtains/blinds/shutters closed (if appropriate) radio on (if applicable)remote placed by the bed, bottled water with a glass placed by bed?
Was the room generally tidied with all hotel amenities returned to their original position?
Were the guest's clothes folded/neatly arranged and his/her shoes paired?
Were any used glasses or room service soiled plates and cutlery removed from room?
Was ice bucket refreshed (if ice bucket was available)?
Were all the stationery, magazines and all other guest information materials, cleanand well presented?
Was the waste paper bin clean?
Had a good check been made to ensure all maintenance issues had been attended to? e.g. light bulbs changed, broken fitments attended to.
Attendant leaves personalized welcome message for guest
Were all the ashtrays (where applicable), ornaments, pictures etc. clean?
Evidence of personalized services exists

In-Suite Badroom

Select date
Was the décor luxurious in appearance and well coordinated throughout the bathroom?
Did the bathroom provide an abundance of space in a way that allowed a freedom of movement for two guests?
Was the room fresh and odour-free?
Were all the grouting/sealants clean, well maintained and free of discolouration?
Were the basin and surround clean?
Were the shower stall, curtains or doors clean?
Was the floor area clean?
Were all the walls, tiles and paintwork clean?
Was the toilet clean, check under the seat?
Were all the mirrors clean?
Were the glasses, ashtrays (where applicable), soap dishes clean?
Were the vanity units and other surfaces clean?
Was there a sufficient supply of toilet rolls and tissues?
Were all the towels/bathmats/robes clean and in good condition?
Was the waste bin clean?
Was a bathroom turndown service provided in the evening?
Were all empty or almost empty amenities replaced (i.e. if less than 1/3 full)?
Any soap or bathroom amenity that is one-half or more depleted will have a fresh product added
Was the shower/bath/sink and floor wiped down?
Was the toilet serviced?
As part of the turndown service, was the bin emptied, and if required towels,flannels and toiletries replenished?
Had a good check been made to ensure all maintenance issues had been attended to? e.g. Light bulbs changed, plugs properly attached, taps not dripping.
Was daily service provided in a timely, convenient, discreet manner so that you did not feel disturbed?
If a room attendant was encountered related to this service were they very polite, well groomed and professional?
Good security precautions taken (i.e. cart in front of door or "Housekeeping in room" sign on exterior door handle; attendant verified identity if guest entered while door was open, etc.

Housekeeping Evaluation En-Suite Badroom

Was the bathroom well maintained?
Did the first impression of the en-suite bathroom meet your expectations of SLH quality? Consider here the quality of décor, flooring, curtains,(where applicable) equipment and fitments.
Did the quality of the tiling/décor meet expectations?
Was the quality of the flooring appropriate?
Were the lighting levels effective?
Was a night light provided? This could be under counter vanity light
Was the ventilation effective?
Was the heating effective and provided a comfortable temperature?
Was the quality of the fixtures and fittings appropriate?
Were the fixtures and fittings properly maintained?
Did the shower have sufficient water pressure?
Was the water delivered quietly? e.g. no water bore noises
Was the water delivered to the correct temperature?
Was the bath/basin water pressure effective?
Was the bath/basin water drainage effective?
Was the shaving mirror well positioned and illuminated?
Were there separate hair washing/rinsing facilities?
Was there sufficient space for the guest’s own wash bag & items?
Were the toiletries provided of an appropriate quality?
Were there ample toiletries provided? e.g. soap, shampoo, tissues, body, lotion, cotton wool/face pads.
Were ample towels of all sizes provided?
Were the towels and bathrobes provided of an appropriate quality and well Presented?
Were all the towels fluffy and absorbent?
Were a bathrobe and a pair of slippers per guest provided?
Was the bathrobe provided of an appropriate quality and appropriate for the climate?
Did the bath have a non-slip surface?

Reception/Entrance Hall

Select date
Did the first impression of the Reception/Entrance Hall meet your expectations of SLH quality? Consider here the quality of décor, furniture, flooring, curtains and soft furnishings.
Was hotel lobby luxurious in design and fresh in appearance?
Was the reception desk/area neat and tidy?
Was the reception desk/area clean and well maintained?
Were the entrance hall and lobby clean and well maintained?
Was the flooring of high quality (i.e. high grade wood, marble, stone, granite, elegant area rugs or high density carpet) and was it clean and in good repair?
Were all the furniture/upholstery/curtains clean and well maintained?
Were the carpets/floors cleaned and well maintained?
Were the décor, walls and woodwork clean and well maintained?
Were all the windows clean?
Were all the ashtrays clean?(where applicable)
Were attractive fresh, floral arrangements/live plants present in the lobby area?
Were the floral/ornamental displays fresh and well maintained?
Was there adequate, clearly visible good quality signage?
Were there reading materials available, well presented and in good condition?
Was the fireplace clean and fire lit? (if appropriate)
Was the background music appropriate? (if applicable)
Was the room maintained at an ambient temperature?
Was the lobby well illuminated and was all lighting in good working order?
Was the lighting effective for the time of day?
Were the gift shop(s) or display cabinets clean and well maintained?
Were shops/showcases clean, well maintained and upscale in their presentation?

Estandares

Go digital today!

Convert your paper checklists into digital forms

Reservations

Rooming

Check In

Doorman

Doorman

Consider here additional information provided about spa treatments/golfing facilities etc

Bedroom

Housekeeping Evaluation En-Suite Badroom

Related checklists

Estandares

Free Estandares Checklist

Go digital today!

Convert your paper checklists into digital forms

Reservations

Rooming

Check In

Doorman

Doorman

Consider here additional information provided about spa treatments/golfing facilities etc

Bedroom

Housekeeping Evaluation En-Suite Badroom

Related checklists