Title Page
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Property Name
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Location
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Date of Evaluation
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Evaluator's Name
Evaluation
1. Arrivals
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Warm greeting upon arrival
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Efficient check-in process
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Assistance with luggage
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Welcome drink or refreshments
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Offer of a cold towel
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Explanation of property amenities and services
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Inviting entrance area
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Pleasant lighting and decor
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Relaxing atmosphere upon arrival
2. Accommodations
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Luxurious bedding and linens
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Comfortable seating area
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Well-appointed furnishings
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High-quality toiletries
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Complimentary snacks and beverages
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Entertainment options (TV, streaming services)
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High-speed internet access
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Smart room controls (lighting, temperature)
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Connectivity for personal devices
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Suites, villas, and specialty room options
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Different views available (city, ocean, garden)
3. Service Excellence
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Courteous and attentive service
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Knowledgeable about property offerings
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Ability to anticipate guest needs
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Recognition of repeat guests
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Customized amenities based on preferences
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Tailored recommendations and experiences
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Prompt response to guest requests
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Efficient resolution of issues or concerns
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Quick service in restaurants and other facilities
4. Staff
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Ongoing training programs for staff
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Skill development in hospitality and guest service
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Emphasis on continuous improvement
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Adequate staffing levels to meet guest needs
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Availability of staff in all areas of the property
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Responsive to guest inquiries and requests
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Well-groomed and uniformed staff
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Clean and presentable attire
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Attention to personal hygiene and grooming standards
5. Facilities and Amenities
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Quality of treatments and services offered
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Relaxing ambiance in spa areas
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Well-maintained facilities and equipment
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Fitness center with modern equipment
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Swimming pools with comfortable lounging areas
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Outdoor recreational activities available
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Variety of restaurants and cuisines
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Quality of food and presentation
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Unique dining experiences offered
6. Housekeeping
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Regular cleaning of guest rooms and public areas
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Attention to detail in cleaning procedures
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Discreet and respectful housekeeping service
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Evening turndown service with amenities
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Freshening of bedding and linens
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Preparation for guest comfort during the night
7. Cleanliness and Maintenance
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Cleanliness of public areas, including lobbies and corridors
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Tidiness of outdoor spaces and gardens
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Attention to detail in cleanliness throughout the property
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Regular upkeep of buildings and structures
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Prompt repairs of any issues or damages
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Preventive maintenance to prevent future problems
8. Dining Experiences
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Elegant and inviting ambiance
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Comfortable seating arrangements
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Thoughtful decor and lighting
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Creativity and innovation in menu offerings
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Use of fresh, high-quality ingredients
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Presentation of dishes and attention to detail
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Professional and knowledgeable waitstaff
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Timely service and attention to guest needs
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Assistance with menu selections and recommendations
9. Spa and Wellness Facilities
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Range of treatments available (massage, facials, etc.)
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Qualified and experienced therapists
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Relaxing ambiance in treatment rooms
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Sauna, steam room, or hot tub facilities
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Fitness classes or personal training options
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Wellness programs or workshops offered
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Cleanliness and sanitation of spa facilities
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Proper hygiene practices by staff
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Safe and comfortable environment for guests
10. Overall Ambiance
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Atmosphere Throughout the Property
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Consistent theme or design elements
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Harmonious flow between indoor and outdoor spaces
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Welcoming and inclusive ambiance for all guests
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Thoughtful lighting design to create ambiance
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Use of natural light where possible
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Evening lighting that enhances the property's beauty
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Pleasant background music in public areas
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Quiet zones for relaxation and tranquility
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Consideration of noise levels in communal spaces
11. Attention to Detail
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Welcome amenities tailored to guest preferences
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Customized experiences based on guest interests
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Recognition of special occasions or milestones
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Thoughtful amenities provided in-room
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Seamless service experiences throughout the property
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Anticipation of guest needs before they arise
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Thoughtful decor choices that reflect the property's identity
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Attention to detail in furnishings and accessories
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Artistic touches that enhance the guest experience
12. Sustainability and Environmental Initiatives
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Use of eco-friendly materials and products
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Energy-efficient operations and systems
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Waste reduction and recycling initiatives
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Support for local charities and organizations
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Participation in community events and initiatives
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Contributions to environmental conservation efforts
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Education and awareness programs for guests and staff
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Transparency in environmental initiatives and practices
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Commitment to minimizing environmental impact
13. Health and Safety Standards
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Adherence to local health and safety regulations
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Implementation of industry best practices
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Training programs for staff on health and safety protocols
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Emergency response plans in place
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Regular drills and training exercises
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Communication systems for emergencies
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Hand hygiene stations available throughout the property
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Regular disinfection of high-touch surfaces
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Cleaning protocols for guest rooms and public areas
14. Technology and Digital Amenities
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High-speed internet access available throughout the property
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Easy-to-use digital interfaces for guests
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Integration of technology for seamless guest experiences
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Property-specific apps for guest services and information
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Mobile check-in and check-out options
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Digital concierge services for guest assistance
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Smart room controls for lighting, temperature, and entertainment
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Connectivity for personal devices
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High-definition televisions with streaming services
15. Cultural Sensitivity and Inclusivity
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Training programs for staff on cultural sensitivity
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Representation of diverse cultures in property decor and offerings
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Respectful treatment of guests from all cultural backgrounds
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Use of inclusive language in written and verbal communication
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Sensitivity to pronoun preferences and gender identities
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Accessibility features for guests with communication needs
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Hosting of cultural events and celebrations
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Inclusion of diverse cultural experiences in property programming
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Collaboration with local cultural organizations for guest engagement
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Accessible facilities and accommodations for guests with mobility impairments
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Tactile signage and Braille materials for guests with visual impairments
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Assistance services for guests with hearing impairments, such as sign language interpretation
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Diversity training programs for staff to foster an inclusive workplace environment
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Support for diversity and inclusion initiatives within the local community
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Equal opportunities for advancement and representation within the property's workforce
Completion
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Comments and Notes
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Evaluator's Sign-off
