Title Page
-
Conducted on
-
Prepared by
-
Audited person
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
-
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
-
Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
-
Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
-
Did the employee use the guest's name naturally and discreetly without overusing it?
-
Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?
-
Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
-
Did the employee adapt to a changing situation and/or guest's need'?
-
Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
-
Did an employee personalize the interaction in any way and engage the guest as an individual?
-
Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
-
Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)?
-
Did employees maintain alert postures and respect the guest's presence when interacting with each other?
-
Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
-
Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
FITNESS CENTER:
-
Was 24 hour access to the gym available?
-
Was the gymnasium décor fresh in appearance and of a high standard (i.e. purpose built with a modern high end finish)?
-
Was the gymnasium odor free and the room temperature at a comfortable level? PRODUCT
-
If gym is unattended, did an employee walk through the gym every 20 minutes between 07h00 and 21h00 to ensure it was kept tidy and sufficiently stocked?
-
Were the walls, ceilings and floors clean and well maintained?
-
Were the windows/mirrors clean and smear/smudge free?
-
Was sufficient lighting provided?
-
Was the gymnasium well laid out with a variety of state of the art exercise equipment (minimum of 5 cardiovascular, 5 resistance machines (can be incorporated into a universal machine) plus a range of free weights) and was all equipment clean and in good working order?
-
Was ample space available for guests to exercise (i.e. clearly defined areas for cardio machines, free weights and stretching/mats)? PRODUCT
-
Were fitness classes and/or personal training advertised as being available and listed in a convenient place in the bedroom or fitness centre?
-
Were there individual television monitors present at each cardiovascular machine and were they in good working order?
-
Were complimentary headphones provided and were they clean and in good working order with hygienic ear pieces?
-
Were disinfectant wipes or a disinfectant cleaning agent and towel available?
-
Were clean sweat towels and a water dispenser with sufficient cups and/or bottled water available?
-
Were chilled towels provided?
-
Was a wall clock clearly visible and did it display the correct time?
-
Was a fruit bowl with fresh fruit available?
-
Was Wi-Fi connectivity available in the fitness center and did it provide a seamless wireless experience (i.e. strong and continuous connection without requirement to log in more than once)?
SWIMMING POOL/BEACH
-
Was the pool clean, at the appropriate temperature and well maintained (i.e. tiling, lighting, etc.)?
-
Were depth signs present?
-
Was the area around the pool clean and free of any debris?
-
Were ample loungers, side tables and umbrellas provided and werethey clean and in good repair?
-
Were towels provided?
-
Was a separate shower provided at pool and/or beach?
-
For resort hotels, did an attendant offer to set up the lounger with towels and offer complimentary water?
-
For resort hotels were complimentary services provided at outdoor pool (e.g. cleaning sunglasses, sorbets, sun tan lotion, etc.)?
-
For resort hotels were a selection of complimentary, current lifestyle magazines provided at the pool?
-
Was a waiter service provided/available at the outdoor pool and/or beach?
TENNIS/SQUASH COURTS:
-
Were the tennis courts clean, free of debris and flood lit?
-
Was the tennis court surface well maintained and lines clearly defined?
-
Were the tennis court nets in good repair?
-
Were drinking water and towels available?
STEAM ROOM/SAUNA/JACUZZI:
-
Were safety instructions clearly displayed outside the heatexperiences?
-
Were heat experiences clean, well maintained and appropriatelyheated?
-
Were a thermometer and a timer present in the sauna?
-
Were towel hooks and a towel depository conveniently located next to heat experiences?
CHANGING ROOMS:
-
Was the changing room décor fresh in appearance and of a highstandard (i.e. modern high end finish)?
-
Were the walls, ceilings and floors clean and well maintained?
-
Was all lighting fully illuminated?
-
Were the showers, sinks and toilets clean and in good working order?
-
Was there a shampoo, conditioner and soap dispenser present in the shower cubicle?
-
Were the lockers attractive, clean and well maintained?
-
Were clean good quality towels, bathrobes and footwear available?
-
Was a well lit, easily accessible shaving/make up mirror provided?
-
Were weighing scales available?
-
Was a good quality hairdryer (i.e. minimum of 1875 wattage, Ionic, lamination or Tourmaline fusion) available, and if so was it in good working order?
-
Was a range of amenities (minimum of body lotion, deodorant, hair care items, razors, shaving cream) available?
