Title Page

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

01 MANAGEMENT

01 MANAGEMENT

  • 1.01 General.<br>**Does the Executive Office have a full set of Policies and Procedures from Corporate? Mark No If:<br>- full set of P&Ps are unavailable (FO, HSKP, F&B, Security, Crisis Management, A&G, ENG, S&M, Finance, Reservation, IT, HR, Digital Marketing, Branding)<br>- the P&Ps are incomplete / outdated<br>- P&Ps master index (latest version) not signed off by GM

  • 1.02 **Has the GM reviewed and signed off on the localised P&Ps? Mark No If:<br>- localised P&Ps have not been signed off by the GM

  • 1.03 *Is there any RFW raised for any deviation from Corporate P&Ps (A&G-GEN-PP004)? Mark No If:<br>- approved RFW and revised P&Ps are unavailable and / or not filed together<br>- the header was not amended to reflect the revision by the initiator and GM

  • 1.04 Business Continuity Plan.<br>**Has the property established the Business Continuity Plan (BCP) that outlines the action plans and recovery procedures in the event of a disaster? Mark no if:<br>- BCP and contextualised Crisis Manual are not in sync

  • 1.05 **Is the BCP tested, reviewed and updated quarterly to ensure that it is current, operational and effective? Mark no if:<br>- BCP is not tested, reviewed and updated at least every quarter

  • 1.06 Operational Risk Scorecard.<br>**Is the Operational Risk Scorecard reviewed and updated regularly? Mark no if:<br>- not reviewed and updated every 3 months

  • 1.07 Operating Licenses.<br>**Are all operating licenses, permits and relevant insurance policies duly obtained and valid? Mark no if:<br>- any licenses, permits and relevant insurance policies are expired or missing

  • 1.08 Is there a summary list of the licenses with validity available? Mark no if:<br>- summary list is missing<br>- summary list is incomplete

  • 1.09 **Are the original / copy of all documents maintained on site? Mark no if:<br>- original / copy documents are not with GM or Financial Controller

  • 1.10 Key Cards – Issuance & Control (A&G-KEY-PP002).<br>**Is the assignee to cut Master Level Key Cards as per corporate P&P? Mark no if:<br>- the OM is not the person assigned or the assigned DH is not approved by the GM

  • 1.11 **Is the issuance of Master Level Keys documented by raising the key issuance form (A&G-Key-F001B)? Mark no if:<br>- the form is not filled in as per Corporate P&P:<br>- Requestor (Department Administrator or the person requesting)<br>- Approver (Requester’s Supervisor)<br>- Issuer (Operations Manager or DH assigned by GM)<br>- Recipient (person who is responsible for the Key Card)

  • 1.12 Emergency Keys<br>**Are the Emergency Keys kept in the GM and SM / OM's safe? Mark no if:<br>- not kept in a dual-access safe and sealed in a fresh envelope by the drawer and initial on the top of the seal flap with 2 signatories<br>- if kept in key press, it does not have an RFID protection sleeve and sealed in a reusable cash bag with a numbered zip seal

  • 1.13 **Is there a Key Movement Log for Emergency Key kept in the GM and SM / OM's office (A&G-Key-F001D)? Mark no if:<br>- no key movement log available<br>- 3 discrepancies are found in randomly picked 6 months of records

  • 1.14 **Are the Emergency Keys tested during monthly inventory? Mark no if:<br>- the test is not logged in the Key Movement Log (Emergency Key – A&G-KEY-F001D)

  • 1.15 **Are the Emergency Keys issued according to the access rights as per Corporate P&P? Mark no if:<br>- the EMK is not issued to GM<br>- the EMK is not issued to SM / OM

  • 1.16 Master Keys.<br>**When not in use, are the Master Level Keys kept locked in the key press in the Security / Front Office? Mark no if:<br>- the master keys are not kept locked in key press (except for Housekeeping)

  • 1.17 **Are the master level keys issued according to the Corporate P&P? Mark no if:<br>- more than 8 master keys issued without Request for Waiver approved<br>- department heads/departments issued with master keys is not approved by GM

  • 1.18 **Is there a monthly inventory conducted by the EAM / OM for ALL Master Level Key(s) (EKC/MKC/SMKC/FMKC)? Mark no if:<br>- documentation record inventory check conducted is unavailable<br>- inventory report is not signed off by GM<br>- 1 discrepancy is found in randomly-picked 6 months of records

  • 1.19 **What is the validity period of Master Level Keys? Mark no if:<br>- all levels are not with 12 months validity except for Emergency Keys

  • 1.20 Manager On Duty (A&G-GEN-PP001).<br>*Does the property have a MOD system in place? Mark no if:<br>- MOD is not in place for both weekdays and weekends<br>- not performed by at least ADH and above

  • 1.21 **Are the MODs trained in handling key emergencies (fire, medical, passenger trapped in lift, power outage) in the crisis management manual? Mark no if:<br>- if no documentation is present to show training records

  • 1.22 Does the MOD inspect the property and at least 1 apartment according to the P&P checklist? Mark no if:<br>- inspection does not include all the areas specified in the P&P checklists<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 1.23 Is the MOD checklist submitted to GM daily? Mark no if:<br>- checklist is not signed off / reviewed by GM<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 1.24 Self Audits (A&G-GEN-PP018).<br>**Does the GM conduct a self-audit on the property once a year? Mark no if:<br>- self-audit is not conducted by GM personally

  • 1.25 Meetings (A&G-GEN-PP002).<br>*Are there regular Operations Meetings held at property level? Mark no if:<br>- no documentation is present to show meetings were held

  • 1.26 *Are monthly Credit Control Meetings held at property level? Mark no if:<br>- no documentation is present to show meeting held

  • 1.27 *Are regular P&L Meetings held at property level? Mark no if:<br>- no documentation is present to show meeting held

  • 1.28 Circulars to Residents (A&G-GEN-PP007).<br>Are the circulars endorsed by the GM with advanced notice given to Residents? Mark no if:<br>- the circulars are not endorsed by the GM<br>- 5 discrepancies are found in randomly picked 6 months of records

  • 1.29 Complimentary Apartments (A&G-GEN-PP013 & FIN-FIR-F001B).<br>**Are the complimentary rooms in accordance with the P&Ps? Mark no if:<br>- requests are not accompanied with the Complimentary Apartment Request Form with proper authorization in accordance to the Delegation of Authority<br>- 3 discrepancies are found in randomly picked 6 months of records

  • 1.30 House Use Apartments (A&G-GEN-PP014 & FIN-FIR-F001B).<br>**Are the house use rooms accorded under the following conditions? Mark no if:<br>- apartment use by employee for permanent or temporary relocation not under house use<br>- apartment use as requested by owner is not under house use<br>- apartment for the manager on duty is not under house use<br>- apartment for staff use is not under house use<br>- 3 discrepancies are found in randomly picked 6 months of records

  • 1.31 **Are the house use rooms in accordance with the P&Ps? Mark no if:<br>- requests are not accompanied with the House Use Apartment Request Form with proper authorization in accordance to the Delegation of Authority<br>- 3 discrepancies are found in randomly picked 6 months of records

  • 1.32 Safety & Security Philosophy (A&G-GEN-PP021).<br>**Is the company's Safety & Security Philosophy communicated to all staff? Mark no if:<br>- a copy of the Safety & Security Philosophy is not displayed in a prominent position visible to all staff at the back of house<br>- staff are not aware of the philosophy

  • 1.33 TrustYou Online Reputation Management (A&G-GEN-PP025).<br>Is the staff user list for the TrustYou Portal up to date and current? Mark no if:<br>- staff members who have resigned are not removed<br>- key roles (GM, DOSM / DOS / SM, OPM / FOM) do not have access to the TrustYou Portal

  • 1.34 *Has the property reached the benchmark of 100% management response rate for the last 6 months?

  • 1.35 *Has the property maintained or exceeded the 90% benchmark for positive reviews for the last 6 months?

  • 1.36 *Is the TrustYou competitor set the same as the properties STR competitor set?

  • 1.37 *Has the property maintained or exceeded the benchmark score of 80 for popularity for the last 6 months?

  • 1.38 *Has the property maintained or exceeded the benchmark score of 1.0 on the Competitor Index (Comp set) for the last 6 months?

  • 1.39 Fraser World.<br>Are Fraser World Ambassador(s) appointed at the property and are they driving member acquisitions?

  • 1.40 Are Fraser World Ambassador(s) monitoring new sign ups by each of the front desk personnel on a monthly basis?

  • 1.41 Does the GM and DOSM include new member acquisition as a discussion topic in their weekly meetings?

  • 1.42 Has the GM formally communicated how the Fraser World points will be used to encourage the team to drive enrolments?

  • 1.43 Are goals being set for the Front Office Manager/Operations Manager as one of the KRAs in relation to Fraser World membership?

  • 1.44 Portable Programmer (A&G-KEY-PP002)<br>**Is the safekeeping of the portable programmer in accordance to the P&P? Mark no if:<br>- the portable programmer is not kept in a dual access safe accessible by authorized personnel approved by GM.

02 CRISIS MANAGEMENT

02 CRISIS MANAGEMENT

  • 2.01 General (CMM-GEN-PP001).<br>**Are the Crisis Management (CM) P&Ps contextualised to the property’s operations?

  • 2.02 **Do all departments have a copy of the contextualised CM P&Ps?

  • 2.03 Health & Safety Committee (A&G-GEN-PP022).<br>**Is there a monthly Health & Safety Committee meeting? Mark no if:<br>- no meeting takes place<br>- the meeting is not held every month<br>- there is no meeting documentation (eg minutes of meeting) sighted<br>- GM or Dept Heads are not involved in the committee

  • 2.04 **Does the Health and Safety Committee meeting include a safety inspection of the property’s key areas? Mark no if:<br>- no safety inspection takes place<br>- no documentation of hazards and follow-up actions after the inspection

  • 2.05 Crisis Management Training, Drills & Exercises (A&G-SEC-PP010).<br>**Is there a plan to conduct the above for the 16 Crisis Management Scenarios over 3 Financial years? Mark No if:<br>- no plan or plan not carried out<br>- no report and follow up actions from the training, drills or exercises<br>- GM not involved in the drills

  • 2.06 Fire Drill (A&G-SEC-PP003)<br>**Is a fire drill conducted minimum every 6 months? Mark no if:<br>- no fire drill is conducted<br>- no report and follow-up action was recorded<br>- GM not involved in the drills

  • 2.07 **Is there a minimum of 1 full dress rehearsal conducted with the local fire authorities every 2 years? Mark no if:<br>- no full-dress rehearsal conducted<br>- no report and follow up action was recorded<br>- GM not involved in the rehearsal

  • 2.08 **Is there a minimum of 1 night fire drill conducted every 2 years? Mark no if:<br>- no night fire drill was conducted<br>- no report and follow up action was recorded<br>- GM not involved in the drills

  • 2.09 Evacuation Flow Chart (CMM-GEN-PP007).<br>*Is the Fire Evacuation Flowchart for both day and night displayed in all department areas, Fire Command Centre/CCTV room and staff cafeteria? Mark no if:<br>- the information in the flowchart is not updated<br>- the flowchart is not displayed in a visible, accessible location in the abovementioned areas

  • 2.10 *Is the Emergency Contact Numbers List (CMM-GEN-F006A) in all department areas, Fire Command Centre/CCTV room and staff cafeteria? Mark no if:<br>- the information on the List is not updated<br>- the list is not displayed in a visible, accessible location in the abovementioned areas

  • 2.11 Fire Extinguishers (A&G-SEC-PP004).<br>**Are all fire extinguishers in the property inspected monthly? Mark no if:<br>- inspections do not take place monthly<br>- any fire extinguisher is found to be expired / insufficient pressure / with unclear expiry label

  • 2.12 *Is the Fire Extinguisher Inspection Log submitted to GM monthly? Mark no if:<br>- the Log is not submitted monthly<br>- GM did not sign off on the submitted documentation

  • 2.13 Fire Alarm Activation (SEC-REP-PP001).<br>**Is a fire alarm activation report raised for every real or false alarm? Mark no if:<br>- no fire alarm activation report raised for any activation<br>- report is incomplete<br>- the report is not submitted to the GM

  • 2.14 **Is the Fire Fighting Equipment Inventory complete (A&G-SEC-PP002)? Mark no if:<br>- any of the following items are missing or damaged:<br>1 Pick Head Axe (3ft)<br>1 Crow Bar (3 – 4ft)<br>Braided nylon rope (5/16” x 20 meters)<br>2 Extinguisher (One Dry Powder) and (One Co2)<br>1 pair leather Palm Gloves<br>1 pair firemen boots / rubber boots<br>1 helmet<br>1 high powered spot light<br>1 safety vest<br>2 self-contained pressure demand breathing apparatus / 2 sets of mask with charcoal cartridge filter<br>1 burn aid Kit<br>1 first aid Kit<br>2 foldable stretcher on standby when needed<br>2 wheel chairs on standby when needed

  • 2.15 *Is a monthly inventory conducted for Fire Fighting Equipment? (A&G-SEC-F005B)

  • 2.16 **Does every department maintain a First Aid box with a monthly inventory conducted? Medical Services (A&G-SEC-PP005).

  • 2.17 **Is each First Aid box stocked as per P&P in every department? (A&G-SEC-PP005) Mark no if:<br>- any of the following items is missing / expired / insufficient / not stored properly:<br>Waterproof adhesive dressing<br>Triangle bandages in individual bag<br>Roll bandages<br>Crepe bandages<br>Wound dressing<br>Surgical dressing in roll<br>Gauze swabs in individual bag<br>Cotton<br>Rubber gloves<br>Face mask<br>Safety pins<br>A pair of stainless steel scissors<br>A pair of stainless steel tweezers<br>Porous surgical tape<br>Thermometer<br>Single use eye wash<br>Alcohol free cleaning wipes<br>Antiseptic cream<br>Antiseptic cleaning lotion<br>First Aid guide

  • 2.18 **Are the names and contacts of certified first-aider(s) within the property updated and displayed in the First-Aider List? (A&G-SEC-F005A)<br>Mark no if:<br>- any department does not comply<br>- first aid certification has expired for any staff on the List

  • 2.19 **Is the FCC/CCTV Room equipped with the following emergency supplies (CMM-GEN-PP004)? Mark no if:<br>- any of the following items are missing / not working:<br>6 writing pens<br>6 A4 writing pads<br>24 red broad tip markers<br>12 rolls of masking tape<br>1 pack of large white chalk<br>6 flashlights with batteries installed<br>36 extra batteries to fit flashlights above<br>3 pair of scissors<br>updated laminated list of Emergency Contact Numbers

  • 2.20 Code Blue.<br>**Can staff easily locate and produce the Bomb Threat Questionnaire (CMM-EMG-F017A) and Emergency Call Sheet when a call is received? (CMM-EMG-F002A)?

  • 2.21 Emergency Codes (CMM-GEN-PP005).<br>**Are staff well versed with the Emergency Codes?

03 PROPERTY STANDARDS

03 PROPERTY STANDARDS

  • 3.01 Lobby (A&G-PPY-PP002).<br>*Is a bowl of green apples placed at the reception desk? Mark no if:<br>- no bowl of apples present<br>- apples are unpolished, with marks or stickers<br>- bowl is less than half-filled

  • 3.02 Are potted plants / fresh floral decorations placed at the reception desk? Mark no if:<br>- potted plants / fresh floral decorations are withered/missing

  • 3.03 *Are there current issues of magazine and newspapers at the lobby / reception counter, if property is not subscribed to Press Reader? Mark no if:<br>- no current issues are available of the following:<br>Magazines<br>1 International newspaper<br>1 National and/or 1 Local newspaper<br>- not neatly displayed<br>- not in good condition

  • 3.04 *Are there current issues of Fraser Cachet and property brochures displayed at the lobby / reception counter? Mark no if:<br>- not neatly displayed<br>- not in good condition

  • 3.05 Lobby Collaterals.<br>Is the Fraser Calendar being used at the reception / lobby? Mark no if:<br>- calendar is not available<br>- other calendars being used<br>- calendar is damaged and not presentable<br>- calendar is not on the current month

  • 3.06 Is the latest presentable Worldwide DL directory displayed at the reception / lobby?

  • 3.07 Is Fraser World collateral displayed prominently at the reception / lobby?

  • 3.08 *Is there a waiting area with complimentary coffee and tea service provided?

  • 3.09 Is a Residents' Internet Corner provided? Mark no if:<br>- not clean or tidy<br>- Internet facilities are not available<br>- there are visibly messy cables

  • 3.10 *Is the Brand's signature scent in place at the lobby?

  • 3.11 *Is background music played from 0600hrs to 2300hrs in the lobby?

  • 3.12 **Is the lobby free from safety hazards and its security features are in good order? Mark no if:<br>- safety hazards present, e.g. loose cables, wet floor with no adequate safety signage in place

  • 3.13 Children's Playroom (A&G-PPY-PP006).<br>Are the operating hours indicated near to the access of children's playroom? Mark no if:<br>- no proper signage / using laminated copy<br>- spelling & grammar mistakes found

  • 3.14 Is there a shoe rack at the entrance of children's playroom? Mark no if:<br>- shoe rack is not available

  • 3.15 **Is there an internal telephone in the children's playroom connecting to the reception? Mark no if:<br>- telephone is not clean and not in working condition

  • 3.16 **Is the children's playroom free from safety hazards and its security features are in good order? Mark No if:<br>- safety hazards present e.g. loose cables, wet floor not marked, sharp objects, choking hazards<br>- safety plugs not placed in electrical sockets and accessible to children<br>- key card access is not functioning well

  • 3.17 **Is regulatory and safety signage present at the children's playroom? Mark no if:<br>- no proper signage / using laminated copy<br>- spelling & grammar mistakes found

  • 3.18 *Is the playroom clean and well maintained? Mark no if:<br>- toys are broken and in bad condition<br>- carpet / flooring in bad condition and stained<br>- room is not clean and sanitized

  • 3.19 Gymnasium (A&G-PPY-PP005).<br>*Is the gym open 24 hours a day, 7 days a week?

  • 3.20 *Is there a wall mounted TV and sound system in the gym? Mark no if:<br>- no TV and sound system available<br>- TV and sound system in bad condition or not used effectively<br>- there are visibly messy cables

  • 3.21 *Is there a water dispenser with drinking cups / bottled water provided in the gym? Mark no if:<br>- no dispenser, cups / bottled water available<br>- dispenser in bad condition

  • 3.22 Are there hand towels and a basket for soiled towels in the gym? Mark no if:<br>- no basket available<br>- towels are in bad condition

  • 3.23 *Is there a supply of antiseptic cleansing wipes / hand sanitizer available in the gym? Mark no if:<br>- sanitizer wipes or hand sanitizer not available

  • 3.24 **Is there an internal telephone in the gym connecting to reception? Mark no if:<br>- telephone is not clean and not in working condition

  • 3.25 **Are there regulatory and safety signages present at the gym? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling mistakes found

  • 3.26 *Is the gym clean and well maintained?

  • 3.27 **Is the gym free from safety hazards and its security features are in good order? Mark No if:<br>- safety hazards present e.g. loose cables, slippery floor, tripping hazard<br>- faulty equipment not marked

  • 3.28 Pool & Jacuzzi (A&G-PPY-PP004).<br>**Is there a life guard on duty at the pool area? Mark no if:<br>- no lifeguard available (subject to country's regulatory requirement)

  • 3.29 Is the pool furniture in good and clean condition?

  • 3.30 **Is the pool area free from safety hazards and its security features are in good order? Mark no if:<br>- safety hazards present e.g. slippery steps, slippery floors, broken tiles<br>- any of these items are not in good order:<br>Life buoy<br>Throw line<br>Life hook<br>Life hook pole adapter<br>First aid kit<br>Back board

  • 3.31 **Is regulatory and safety signage present at the pool area? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling & grammar mistakes found

  • 3.32 Steam & Sauna (A&G-PPY-PP003).<br>Are the operating hours indicated near to the access of steam / sauna room? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling & grammar mistakes found

  • 3.33 **Is there a panic button in the steam / sauna room?

  • 3.34 **Is there regulatory and safety signage at the steam / sauna room? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling & grammar mistakes found

  • 3.35 *Are there equipment operating instructions provided at the steam / sauna room? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling & grammar mistakes found

  • 3.36 Restrooms & Changing Rooms (A&G-PPY-PP008).<br>*Are the restrooms / changing rooms equipped with the following? Mark no if:<br>Any of the items below are missing:<br>- Toilet tissue<br>- Feminine Napkin Disposal (for ladies)<br>- An automatic atmospheric deodorizer<br>- Hand wash<br>- Paper hand towel<br>- Dustbin<br>- Fresh flower arrangement / potted plant<br>- hand / body lotion+<br>- Disposable comb+<br>- Disposable vanity set+<br>- Hair dryer+<br>+ for changing rooms only

  • 3.37 Are the restrooms / changing rooms clean and well maintained? Mark no if:<br>- fused bulbs are found<br>- lockers are not well maintained<br>- wet floors

  • 3.38 Launderette (A&G-PPY-PP007).<br>Are the operating hours indicated near to the access of launderette? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling & grammar mistakes found

  • 3.39 **Is there an internal telephone in the launderette connected to reception? Mark no if:<br>- telephone is not clean and not in working condition

  • 3.40 **Is there regulatory and safety signage at the launderette? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling & grammar mistakes found

  • 3.41 *Are there equipment operating instructions at the launderette? Mark no if:<br>- no proper signage/ using laminated copy<br>- spelling & grammar mistakes found

  • 3.42 Is the function room clean and well maintained?

  • 3.43 Is the yoga room clean and well maintained?

  • 3.44 Is the retreat clean and well maintained?

  • 3.45 Is the golf simulator room clean and well maintained?

  • 3.46 **Are the function rooms, yoga room, Retreat and golf simulator room free from safety hazards and its security features are in good order? Mark no if:<br>- safety hazards present e.g. loose cables, slippery floor, tripping hazard, overcrowding<br>- faulty equipment not marked<br>- incorrect equipment use

  • 3.47 External signage<br>**Is external signage in accordance to Brand standard? Mark no if:<br>- signage is damaged and not in good condition<br>- signage is not clean and well-maintained<br>- signage is not turned on by 6pm

  • 3.48 Show Apartments (A&G-GEN-PP010).<br>Are the show apartments available by different categories? Mark no if:<br>- no show apartment been assigned for occupancy below 85%<br>- show apartments not indicated as "show apartment" in PMS

  • 3.49 Do the show apartments display fresh flowers?

  • 3.50 Is there a welcome amenity and welcome card displayed in the show apartment? Mark no if:<br>- items are missing or are not in good condition

  • 3.51 *Is the Frasers corporate video playing on the living room TV?

  • 3.52 Guestroom Collaterals.<br>Do all guestrooms display the latest presentable Fraser Calendar?

  • 3.53 Do all guest rooms display the latest presentable issue of Fraser Cachet?

  • 3.54 Do all the guest rooms have the latest presentable Worldwide DL directory?

  • 3.55 *Is the EARTH Card displayed in all guest rooms? Mark no if:<br>- EARTH card is not displayed in all rooms<br>- logo printed on the EARTH card is the wrong logo / pantone color<br>- design and material of the EARTH card is not aligned with Brand standards

  • 3.56 F&B Collaterals.<br>*Are all the F&B collateral in accordance to brand standards?

  • 3.57 Is the e-concierge functioning & updated (only at properties with e-concierge)?

  • 3.58 Is the key card / wallet in accordance to brand standard? Mark no if:<br>- logo printed on key card / wallet is the wrong logo / pantone color<br>- design and material of key card / wallet is not aligned with standards

04 SECURITY

04 SECURITY

  • 4.01 General<br>*Does the department have a full set of Policies and Procedures Manual? Mark no if:<br>- the department does not have a full set of P&Ps (Security, A&G, Crisis Mgmt)<br>- the P&Ps are incomplete / outdated / not customised<br>- the P&s content page is not signed off by the GM

  • 4.02 Training.<br>*Does the department have training material? Mark no if:<br>- the material has not been contextualised to property needs<br>- no training manual available<br>- no OJT template

  • 4.03 *Has training been conducted based on the training material? Mark no if:<br>- no record of training conducted on file<br>- the attendance record was not signed by both the trainer and trainee<br>- no OJT conducted for new hires

  • 4.04 *Is there a yearly training plan for the department? Mark no if:<br>- yearly training plan is not submitted to Human Resources<br>- yearly training plan is not signed off by DH and GM

  • 4.05 Key Management (A&G-KEY-PP001)<br>**On a daily basis, are all movement of keys kept in the key press recorded in the Keys Movement Record Book (A&G-KEY-F001A)? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 4.06 **Is the Key Press inventory taken at every change of shift? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 4.07 **Is there a list / quantity of all key types pasted on the outside of the Key Press door? Mark no if:<br>- the list is not laminated<br>- the serial numbers on the list do not tally with the serial numbers in the Key Press<br>- the total quantity and the type of keys in a bunch does not tally with that indicated on the list

  • 4.08 **Is the Key Press locked at all times? Mark no if:<br>- the Key Press key is in the key hole<br>- the Key Press is not locked and just closed

  • 4.09 **Does the Security Office hold the original and duplicates of all metal keys within the property (A&G-KEY-PP003)? Mark no if:<br>- keys are kept in other departments except for GM / RM / EAM / DHs' office keys

  • 4.10 Patrolling (SEC-PAT-PP001)<br>**Is there an electronic or manual clocking system used to record regular patrol movements? Mark no if:<br>- no clocking system in place<br>- clocking system has 2 discrepancies in randomly picked 1 month of records

  • 4.11 **Are patrols conducted at least 4 times a day? Mark no if:<br>- there is no record of patrols<br>- 2 discrepancies are found in randomly picked 3 months of records

  • 4.12 CCTV (A&G-SEC-PP001)<br>**Is the CCTV console and Fire Control Centre manned 24 hours, 7 days a week and CCTV recordings kept for 1 month? Mark no if:<br>- CCTV console and Fire Control Centre are not manned 24hrs<br>- recordings are not kept for 1 month

  • 4.13 **Does the CCTV system comprise of two levels of access - first level with viewing rights (security staff), second level with editing and saving rights (Security Manager only)?

  • 4.14 Crisis Management<br>**Are all security staff trained in crisis response according to the Crisis Management P&Ps? Mark no if:<br>- no training records are available<br>- any security staff are not able to answer questions about crisis response

  • 4.15 **Are all fire exits clearly identified and kept clear? Mark no if:<br>- any of the fire exits / escape route is blocked<br>- any of the fire exit lights is found to be fused / not working

  • 4.16 **Have Emergency Public Announcement recordings been uploaded into the Public Announcement System (CMM-EMG-PP007)? Mark no if:<br>- no public announcement system is available<br>- the announcement is not at least dual-language (Local & English language)

  • 4.17 **Are all security staff trained to use fire-fighting equipment (A&G-SEC-PP003)? Mark no if:<br>- no training documentation is available<br>- any of the security staff are not trained

  • 4.18 First-Aid<br>**Are all security staff trained in first aid by a certified / approved organization? Mark no if:<br>- no training records are available<br>- certificates are not issued by certified approved organisation e.g. Red Cross<br>- any of the certificates are expired

  • 4.19 Visitor Passes (SEC-ADM-PP001).<br>**Are important details of visitors recorded in the Visitor’s Information Log Book (SEC-ADM-F001A)? Mark no if:<br>- no documentation is available<br>- 3 discrepancies found in randomly picked 3 months of records

  • 4.20 Are the property's ID passes colored coded? Mark no if:<br>There are less than 4 coloured coded passes:<br>- White - Visitors / job applicants<br>- Blue - Contractor<br>- Red - Suppliers<br>- Green - Temp workers / trainees

  • 4.21 **Are visitor passes tracked and inventoried at all times, and returned daily? Mark no if:<br>- no documentation is available<br>- 3 discrepancies found in randomly picked 3 months of records

  • 4.22 Log Book (SEC-REP-PP001)<br>*Is there a log book maintained in the department? Mark no if:<br>- no documentation is available<br>- if the following steps are not taken:<br>Red ink for incidents<br>If there are red ink entries, check investigations report<br>Entries are in chronological order using military time (24 hours)

  • 4.23 Did both the handing over and taking over security staff sign the Log Book and acknowledge follow-ups required? Mark no if:<br>- 3 discrepancies found in randomly picked 3 months of records

  • 4.24 Did the Security Manager AND General Manager acknowledge on the Security Log Book on every working day? Mark no if:<br>- no signatures found on log book<br>- 3 discrepancies found in randomly picked 3 months of records

  • 4.25 Investigation Report (SEC-REP-F001B).<br>**Is an investigations report raised for any accidents / incidents on property? Mark no if:<br>- no investigation takes place<br>- any of the following steps are not taken:<br>Reports are not serialized<br>Reports are not type written<br>Reports do not include time and date, location, personnel involved, injury and damage<br>General Manager did not sign<br>- reports did not include subsequent follow up actions / closure<br>- 3 discrepancies found in randomly picked 3 months of record

  • 4.26 Locker Checks (SEC-GEN-PP003).<br>**Are locker checks conducted every quarter? Mark no if:<br>- inspection not done for all lockers<br>- signature of both Security / Operations Manager and HR Manager are not sighted

  • 4.27 Handheld Radio (SEC-GEN-PP001).<br>*Do Security Personnel use handheld radios with ear piece? Mark no if:<br>- no radio with ear piece are used<br>- any of the security personnel are not equipped as per P&P

  • 4.28 Pocket Books (SEC-REP-PP001).<br>Are all security staff issued with a pocket book? Mark no if:<br>- no pocket book is issued<br>- the book is not kept with the security personnel

  • 4.29 Are the pocket books used according to P&P? Mark no if:<br>- the pocket books are not used as per P&P<br>- no numbered page<br>- red ink not used for incidents<br>- blue ink not used for normal<br>- security officer's name is not on front of book<br>- pages are torn<br>- 3 discrepancies found in randomly picked 6 security personnel

  • 4.30 Security Screening (SEC-GEN-PP004).<br>**Is security screening performed at the security checkpoint (staff entrance) to the property? Mark no if:<br>- no random bag check or body search is performed on at least 1 out of every 5 persons<br>- security screening not performed according to the P&P procedures<br>- not all persons are using the security checkpoint to enter or leave the property

  • 4.31 Security Screening – Lobby (SEC-GEN-PP005).<br>** For properties operating under heightened security threat, is security screening performed at the lobby 24 hours a day? Mark no if:<br>- no security screening is performed<br>- no appropriate equipment used: metal detector, X-ray machine explosive trace detector<br>- screening is not performed according to P&P

  • 4.32 **For properties that are not under heightened security threat, are security screening procedures at the lobby established and staff trained? Mark no if:<br>- no record of training<br>- equipment availability not established (rental or purchase): metal detector, x-ray machine, explosive trace detector<br>- staff are not familiar with the procedures

  • 4.33 Vehicle Search (SEC-GEN-PP006)<br>** For properties operating under heightened security threat, is a vehicle search performed? Mark no if:<br>- no vehicle search is performed<br>- no appropriate equipment used: undercarriage mirror, explosive trace detector<br>- screening is not performed according to P&P

  • 4.34 **For properties not under heightened security threat, are vehicle search procedures established and staff trained? Mark no if:<br>- no record of training<br>- equipment availability not established (rental or purchase): undercarriage mirror, explosive trace detector<br>- staff not familiar with the procedures

  • 4.35 Security Intelligence (SEC-GEN-PP007)<br>**Is the property regularly updated with the latest security intelligence and information? Mark no if:<br>- no contact with local police or industry peers<br>- no awareness of terror threats, crime trends, pandemic diseases and inclement weather forecasts<br>- information is not communicated to GM

05 FRONT OFFICE

05 FRONT OFFICE

  • 5.01 General.<br>*Does the department have a full set of Policies &Procedures Manuals? Mark no if:<br>-the department does not have full set of P&Ps (FO, A&G, Crisis Mgmt)<br>- the P&Ps are incomplete / outdated / not customised<br>- P&Ps content page not signed off by GM

  • 5.02 Training.<br>*Does the department have training material? Mark no if:<br>- the material has not been contextualised to be property specific<br>- no training manual available<br>- no OJT template

  • 5.03 *Has training been conducted based on the training material? Mark no if:<br>- no record of training conducted on file<br>- the attendance record was not signed by both the trainer and trainee<br>- no OJT conducted for new hires

  • 5.04 *Is there a yearly training plan for the department? Mark no if:<br>- yearly training plan is not submitted to Human Resources<br>- yearly training plan is not signed off by DH and GM

  • 5.05 *Was credit established during the check-in process?

  • 5.06 For Fraser World members checking in, was their membership number keyed into the PMS?

  • 5.07 VIP Recognition (FO-ARR-PP005).<br>Are staff familiar with the VIP recognition program? Mark no if:<br>- staff are not familiar with the VIP codes or the entitlements

  • 5.08 Is the property following the corporate VIP codes in the same order??

  • 5.09 Does the property have a list of services and amenities available on hand for the different VIP levels listed?

  • 5.10 Guest History (FO-ARR-PP006).<br>For non-HMS properties, do all in-house guests have a Guest History attached to their account?

  • 5.11 Is there only 1 guest history profile for the same guest? Mark no if:<br>- there is more than 1 profile

  • 5.12 Credit Card Pre-authorisation and Cash Deposit (FO-ARR-PP011)<br>*Checking against any 3 in-house guests, is there sufficient deposit or a credit card pre-authorisation to cover the guest’s stay?

  • 5.13 **Are credit card numbers masked in the system and not visible on any of the registration cards?

  • 5.14 Cash Float (FO-CAS-PP001).<br>Is a cash count conducted daily, on each shift and witnessed? Review any 5 pages of the Cash Count Log over the past 3 months

  • 5.15 Are the cash floats shared when on shift? Mark no if:<br>- cashiers are sharing cash banks while on shift

  • 5.16 *Are all cash drawers locked and the keys are not hanging in the lock?

  • 5.17 General Cashiering (FO-CAS-PP003).<br>Are all receipts system-generated?

  • 5.18 Are paid outs done for only doctor’s fees and taxi fares unless otherwise authorised? Mark no if:<br>- 3 discrepancies found in randomly picked 3 months of records

  • 5.19 *Are all rebate and adjustment vouchers signed off in accordance to the Delegation of Authority? Mark no if:<br>- 3 discrepancies found in randomly picked 3 months of records

  • 5.20 **Have all cash transactions (local and foreign currency) been posted into the system, including foreign currency held as a bond? Mark no if:<br>- 3 discrepancies found in randomly picked 3 months of records

  • 5.21 Check Out with Balance (FO-CAS-PP004).<br>**Does the property ensure there are no check-out with balance outstanding for more than 7 days, as sighted in the Hotel Ledger report?

  • 5.22 *Are check out with balances more than 7 days being actively followed up?

  • 5.23 Is there evidence that high balance checks for in-house guests are done on a daily basis (FO-CAS-PP006)?

  • 5.24 Have all existing high balance accounts been flagged for follow up to reduce potential losses?

  • 5.25 Bucket Check & Credit Checks (FO-CAS-PP007).<br>Conduct a random check of any 5 registration forms in the in-house bucket to see if the details are updated in the PMS system. Mark no if:<br>- the information on any of the forms do not tally with the system

  • 5.26 Are pre-authorizations on credit cards still valid, especially for long stays? Mark no if:<br>- any one of 5 records are outdated

  • 5.27 Express Check Out (FO-CAS-PP009).<br>Does the property have an Express Check Out process in place? Mark no if:<br>- service is not provided<br>- express check out box is not visible or in an easily accessible location

  • 5.28 Luggage Recording, Storage & Release (FO-LUG-PP001).<br>Is the luggage storage room secured and only accessible by authorised personnel?

  • 5.29 Is the luggage storage room neat and organised with no items stored beyond 90 days unless otherwise as requested and authorized by the management?

  • 5.30 Are all items kept in the luggage storage room clearly tagged and easily retrievable?

  • 5.31 Night Audit (FO-CAS-PP010).<br>Is there a Night Audit check-list being used and signed off by the Night Auditor at the end of each shift?

  • 5.32 Are rate discrepancies being checked, investigated and resolved (where possible) prior to end of day roll?

  • 5.33 Are all cashiering discrepancies (cash and credit card transactions) being investigated and resolved prior to end of day roll?

  • 5.34 Shuttle Service (FO-TPT-PP001).<br>Are properties which offer shuttle services displaying the schedule clearly in the lobby?

  • 5.35 Are shuttle buses painted in accordance to the Corporate Identity guidelines?

  • 5.36 If music is available in the vehicle, is it easy listening and set at a comfortable volume?

  • 5.37 Transfer services (FO-TPT-PP002).<br>*Does the airport signage display only the property logo?

  • 5.38 Is the airport representative / driver well groomed?

  • 5.39 Is the airport representative / driver friendly, helpful and addresses the guest by name?

  • 5.40 Are water and cold / hot towels available in the vehicle?

  • 5.41 Handling of Mail & Packages (FO-M&P-PP001).<br>Are all mail / packages recorded before distribution?

  • 5.42 Are all items on hold addressed to in-house or due-in guests only?

  • 5.43 Reviewing 5 copies of the collected items’ Collection Notice slips, the guest has signed to acknowledge receipt of the mail | package.

  • 5.44 Failsafe Key Cards (FO-KEY-PP001).<br>**Is the quantity of Failsafe key cards cut in accordance to the P&P? Mark no if:<br>Option 1 - Programmable Failsafe keycards<br>- no. of Programming keycards is less than 2 cards for an inventory of 200 apartments or below and is less than 4 cards for an inventory above 200 apartments<br>Option 2 - Pre-programmed Failsafe keycards<br>- no. of pre-programmed keys is less than apartment inventory

  • 5.45 **Is the procedure for safekeeping of Failsafe keys in accordance to the P&P? Mark no if:<br>- not secured with dual sign-off by authorised personnel<br>- no key movement log present

  • 5.46 **Is the procedure for the renewal of Failsafe keys in accordance to the P&P? Mark no if:<br>- keys are not renewed on an annual basis<br>- no record of approved key issuance / renewal request document<br>- no record of lost key report if any

  • 5.47 **Is the procedure for the quarterly inventory of Failsafe keys in accordance to the P&P? Mark no if:<br>- no evidence of quarterly key inventory being done by SM / OM<br>- no record of authorised removal of keys other than for the purpose of quarterly inventory or annual renewal<br>- no incident report to match use of keys

  • 5.48 For properties not using VingCard or Saflok key card systems, is an alternative back up key card system established and approved by Corporate Office?

  • 5.49 Key Management (A&G-KEY-PP001).<br>**Is there a list/quantity of all key types pasted on the outside of the Key Press door? Mark no if:<br>- the list is not laminated<br>- the serial numbers on the list do not tally with the serial numbers in the Key Press<br>- the total quantity and type of keys in a bunch does not tally with that indicated on the list<br>

  • 5.50 **On a daily basis, are all movement of keys kept in the key press recorded in the Keys Movement Record Book (A&G-KEY-F001A)? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months records

  • 5.51 **Is the Key Press inventory taken at the change of every shift? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 5.52 **Is the Key Press locked at all times? Mark no if:<br>- the Key Press key is in the key hole<br>- the Key Press is not locked and just closed

  • 5.53 Managing Credit Card Information (FO-CAS-PP008)<br>**Is PCI (Payment Card Information) compliance in placed? Mark no if:<br>- all documentation related to credit card information is not password protected or stored in a secure location<br>- credit card information is not removed from the email once payment has been successfully charged<br>- credit card details are displayed in full anywhere in the system, registration cards or credit card slips

06 HOUSEKEEPING

06 HOUSEKEEPING

  • 6.01 General.<br>*Does the department have a full set of Policies and Procedures Manual? Mark no if:<br>- the department does not have full set of P&Ps (HSKP, A&G, Crisis Mgmt)<br>- the P&Ps are incomplete / outdated /not contextualised<br>- P&Ps content page not signed off by GM

  • 6.02 *Does the department have training material? Mark no if:<br>- no training material available<br>- the material has not been contextualised to property needs<br>- no OJT template

  • 6.03 *Has training been conducted based on the training material? Mark no if:<br>- no record of training conducted on file<br>- the attendance record was not signed by both the trainer and trainee<br>- no OJT conducted for new hires

  • 6.04 *Is there a yearly training plan for the department? Mark no if:<br>- yearly training plan is not submitted to Human Resources<br>- yearly training plan is not signed off by the DH and GM

  • 6.05 Briefing & Meeting (General) (HK-ADM-PP006).<br>*Mark no if:<br>- daily briefing for Housekeeping Supervisor is not conducted<br>- daily briefing for Housekeeper / PA Attendant is not conducted

  • 6.06 Key Press Procedures & Access Rights (A&G-KEY-PP001).<br>**Are the MKC / SMKC/ FMKC locked in key press? Mark no if:<br>- MKC/SMKC/FMKC are not locked in the key press

  • 6.07 **On a daily basis, are all movement of keys kept in the Housekeeping's key press recorded in the Keys Movement Record Book (A&G-KEY-F001A)? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 6.08 **Is the key press inventory taken at every change of shift? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 6.09 **Is the key to the key press returned to the Security / Front Office at the end of business day (HK-ADM-PP004)? Mark no if:<br>- key is not returned to Security / Front Office at the end of business day<br>- no keys movement record book is being used<br>- found 2 occasions of incomplete records in randomly picked 7 days of records

  • 6.10 **Is there a list / quantity of all keys types pasted on the outside of the Key Press door? Mark no if:<br>- the list is not laminated<br>- the serial numbers on the list do not tally with the serial numbers in the Key Press<br>- the total quantity and type of keys in a bunch does not tally with that indicated on the list

  • 6.11 **Is the Key Press locked at all times? Mark no if:<br>- the Key Press key is in the key hole<br>- the Key Press is not locked and just closed

  • 6.12 **Is the Housekeeping Office entrance key returned and retrieved at the Security / Front Office daily (A&G-KEY-PP003)? Mark no if:<br>- no documentation is available showing movement<br>- found 2 occasions of incomplete records in randomly picked 7 days of records

  • 6.13 *Guest's Request for Loan Item.<br>Is a request form raised to capture guest's detail (A&G-GEN-PP017)? Mark no if:<br>- a request form is not used for loan items (A&G-GEN-F017A)<br>- found 2 occasions of incomplete records in the past 6 months

  • 6.14 *Guest Loan Items list is available? Mark no if:<br>- listing of commonly rented items and pricing not available<br>- price list is not available at Front Office

  • 6.15 *Is Daily or Weekly Stock (Issuance/Control) ( HK-CLC-PP001)/(FIN-INV-PP001) carried out? Mark no if:<br>- no stock par level established<br>- no requisition / issuance form (HK-CLC-F001A) by the Housekeeper

  • 6.16 **Storeroom security. Mark no if:<br>- storeroom is not locked and secured when unattended<br>- storeroom door / lock damaged and not working properly

  • 6.17 **Is the retrieval and return of the storeroom key duly documented? Mark no if:<br>- no documentation available<br>- found 2 occasions of incomplete records in randomly picked 7 days of records

  • 6.18 **Have stock cards been implemented to track movement of stocks? Mark no if:<br>- no stock card system implemented<br>- 2 stock cards not updated / physical count does not tally with stock card records

  • 6.19 *Monthly inventory is conducted at least 3 days before month end with Inventory Report (HK-CLC-F001B)? Mark no if:<br>- monthly inventory is not conducted<br>- inventory report not signed off by Housekeeping Manager & GM in the past 6 months<br>- inventory report is not submitted to Finance

  • 6.20 *Is a summary listing of chargeable items available (HK-BRE-PP001)? Mark no if:<br>- no summary listing is available<br>- listing is not forwarded to Finance for costing and as a reference

  • 6.21 *Are all apartment losses or damages that are charged to the guest's account supported with a Miscellaneous Charge Form? Mark no if:<br>- no Miscellaneous Charge Form used<br>- found 2 occasions of incomplete records in the past 6 months

  • 6.22 *Are the reasons for waiver indicated and signed off by the relevant authority? Mark no if:<br>- waivers are not being practiced in accordance to established DOA<br>- found 2 occasions of incomplete records in the past 6 months

  • 6.23 Are all breakages / losses accounted for in a "Breakage Control List Report" - (HK-BRE-F001A)/(FIN-INV-PP001) at the end of the month and submitted to Finance prior to monthly inventory schedule? Mark no if:<br>- documentation is unavailable<br>- discrepancy found in report in the past 6 months

  • 6.24 *Are condemned items recommended by the DH concerned (A&G-GEN-PP012)? Mark no if:<br>- no documentation (A&G-GEN-F012A) available for condemned items

  • 6.25 *Is there a report (A&G-GEN-F012B) submitted to Finance for verification and GM's approval? Mark no if:<br>- no report is submitted<br>- discrepancy found in report in the past 6 months

  • 6.26 *Are the condemned items disposed of every quarter? Mark no if:<br>- items are not disposed of every quarter (to sight past 12 months records)

  • 6.27 Handling of Guest Laundry Services (HK-GLV-PP001).<br>*Is the handling of guest laundry as per corporate P&P? Mark no if:<br>- no check is performed to ensure items tally with guest count and for existing stains, tears and damage<br>- no Guest Laundry Log Book (HK-GLV-F002A) is maintained in the past 6 months

  • 6.28 *Is the collecting of guest's soiled laundry handled as per corporate P&P? Mark no if:<br>- housekeeping staff proceed to collect laundry bag even if there is no laundry list<br>- housekeeping staff did not check with guest if there is no laundry list<br>- housekeeping staff did not check the laundry list to ensure apartment number and guest signature are filled in<br>- housekeeping staff did not replace the laundry bag and laundry list in the guest's apartment

  • 6.29 Issuing and Receiving of Linen (External Vendor) (HK-LIN-PP003).<br>*Is the issuance and receiving of linen to and from laundry contractor done as per policy? Mark no if:<br>- soiled linen is not properly accounted for by linen contractor and taken out for washing<br>- laundered linen received from the external laundry contractor is not properly accounted for before storage and distribution to the floor pantries

  • 6.30 Linen Control & Inventory (HK-LIN-PP001).<br>**Linen Inventory is conducted bi-annually in accordance to corporate P&P? Mark no if:<br>- linen inventory is not conducted bi-annually<br>- finance is not involved in the process and there is no sign off by Finance<br>- the copy of the final report is not available

  • 6.31 **Are all apartments, storeroom and public areas entered, checked and reflected in the Linen Inventory form (HK-LIN-F001A)?

  • 6.32 Uniform Inventory (HK-UNI-PP002).<br>**Is the uniform Inventory conducted once-a-year in accordance with corporate P&P? Mark no If:<br>- uniform inventory is not conducted in the past 2 years

  • 6.33 Issuance and receiving of uniforms (HK-UNI-PP004).<br>*Is a uniform Log Book used to track the movement of the uniforms?

  • 6.34 Lost & Found (A&G-GEN-PP016).<br>*Are lost & found items documented in a timely manner (A&G-GEN-F016A)? Mark no if:<br>- items are not documented in a timely manner<br>- found 2 occasions of incomplete records in the past 6 months

  • 6.35 *Is important information captured in the log book (A&G-GEN-F016A)? Mark no if:<br>- the following information is not captured<br>date & time found<br>place found<br>detailed description of item<br>name & signature of finder<br>name & signature of receiver

  • 6.36 *Are perishable items disposed of after 24 hours with proper documentation? Mark no if:<br>- no documentation available<br>- found 2 occasions of incomplete records in the past 6 months

  • 6.37 *Are non-valuable items disposed of every month with proper documentation? Mark no if:<br>- no documentation available<br>- found 2 occasions of incomplete records in the past 6 months

  • 6.38 *Are valuable items turned in to OM / MOD for safe keeping? Mark no if:<br>- valuable items are not turned over to OM / MOD<br>- no documentation available (valuable items SGD$200 and above) in the past 6 months

  • 6.39 *Are valuable items disposed of every 2 months with proper documentation? Mark no if:<br>- no documentation available<br>- GM's signature is missing<br>- found 2 occasions of incomplete records in the past 6 months

  • 6.40 Issuance of Package Pass (A&G-GEN-PP011).<br>*Is the Package Pass being used as per corporate P&P? Mark no if:<br>- no approval and sign off by DH recorded in the past 6 months

  • 6.41 Apartment Discrepancy Report (HK-REP-PP001).<br>*Is the Apartment Discrepancy Report printed daily? Mark no if:<br>- documents are missing in the past 6 months

  • 6.42 Is the apartment status updated via the phone in all the rooms? Mark no if:<br>- following codes are not used (OD > OC, VD > VC)

  • 6.43 *Apartment status were verified against PMS and discrepancies are followed-up in accordance with corporate P&P? Mark no if:<br>- verification documentation not available from the past 3 months

  • 6.44 Apartment Standard set-up (HK-APT-PP003).<br>*Standard Apartment Set-up in accordance to the Standard Apartment Checklist? Mark no if:<br>- apartment set-up is not as per check list<br>- no apartment set-up catalogue established for staff referencing and training

  • 6.45 *Is there a apartment inspection for arrivals staying more than 30 days prior to arrival? Mark no if:<br>- no checklist being used for check-in apartment inspection<br>- room inspection is not done in the past 3 months

  • 6.46 Welcome Amenities (HK-APT-PP004).<br>*Are welcome amenities placed in arrival apartments as per P&P? Mark no if:<br>- items not per Fraser standard<br>- items are not in good conditions<br>- items are expired

  • 6.47 *Replenishment of Welcome Amenities: coffee/sugar/creamer/teabag sachets and bottle mineral water done as per P&P?

  • 6.48 Care Programme (HK-MTE-PP001).<br>**Is the CARE programme being followed as per corporate P&P? Mark no if:<br>- CARE Program schedule is not in place<br>- is not conducted at least once a year<br>- CARE programme checklist not signed off by the two DH (HSK/ENG)

  • 6.49 Defects Reporting ( HK-MTE-PP002).<br>*Is the defects reporting done as per corporate P&P? Mark no if:<br>- all reported defects are not properly recorded, relayed to the right dept and followed through. Information to be captured:<br>- date & time the call was received<br>- location of defects and what is the defect(s)<br>- caller who relayed the defect(s)<br>- relayed to (Engineering Staff)<br>- date and time the defect(s) was rectified

  • 6.50 *Is the replenishment of bathroom amenities done upon servicing of the apartment (HK-APT-PP010)?

  • 6.51 Entering a guest apartment (HK-APT-PP005).<br>When entering a guest apartment does the housekeeping staff follow P&P? Mark no if:<br>- housekeeping staff does not ring the doorbell and announce "housekeeping", wait for ten (10) seconds and repeat two (2) times<br>- housekeeping staff does not open the door gently and announce "housekeeping" as he / she enters the apartment

  • 6.52 Does the housekeeping staff do the proper handling of guest who refused to have his / her apartment cleaned? Mark no if:<br>- housekeeping staff did not ask and note down guest's preferred time to clean

  • 6.53 *Does the housekeeping staff do the proper handling of the housekeeper’s trolley when cleaning the apartment? Mark no if:<br>- the housekeeper’s trolley is not parked neatly in front of the door facing the apartment

  • 6.54 Do Not Disturb (DND) (HK-APT-PP006).<br>*Is the handling of a Do Not Disturb (DND) apartment in accordance to the corporate P&P? Mark no if:<br>- housekeeping staff rings the doorbell or knocks on the door of apartment with a DND sign<br>- housekeeping administrator / assigned staff did not call the guest in the DND apartment from 2pm onwards of the same day to check on the guest's condition and ask if he / she wants the apartment to be cleaned<br>- housekeeping did not physically check the status of the apartment if nobody answered the telephone

  • 6.55 Pillow Menu (HK-GEN-PP007).<br>Is there a Pillow Menu Service established?

07 ENGINEERING

07 ENGINEERING

  • 7.01 General.<br>*Does the department have a full set of the Policies and Procedures Manual? Mark no if:<br>- the department does not have full set of P&Ps (ENG, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not contextualised<br>- P&Ps content page not signed off by the GM

  • 7.02 Training.<br>*Does the department have training material? Mark no If:<br>- the material has not been contextualised to property needs<br>- no training manual available<br>- no OJT template

  • 7.03 *Has training been conducted based on the training material? Mark no if:<br>- no record of training conducted on file<br>- the attendance record was not signed by both the trainer and trainee<br>- no OJT conducted for new hires

  • 7.04 *Is there a yearly training plan for the department? Mark no if:<br>- yearly training plan is not submitted to Human Resources<br>- yearly training plan is not signed off by DH and GM

  • 7.05 Key Management (A&G-KEY-PP001).<br>*On a daily basis, are all movement of keys kept in the key press recorded in the Keys Movement Record Book (A&G-KEY-F001A)? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 7.06 *Is the key press inventory taken at every change of shift? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 7.07 *Is there a list / quantity of all key types pasted on the outside of the key press door? Mark no if:<br>- the list is not laminated<br>- the serial numbers on the list does not tally with the serial numbers in the Key Press<br>- the total quantity and type of keys in a bunch does not tally with that indicated on the list

  • 7.08 *Is the key press locked at all times Mark no if:<br>- the key to key press is in the key hole<br>- the key press is not locked and just closed

  • 7.09 Lift Rescue (CMM-EMG-PP026).<br>**Rescue of trapped passenger inside lifts policy & procedure in place? Mark no if:<br>- no localised procedure<br>- no sign off by GM / OM for above mentioned incident report if any<br>- no training record

  • 7.10 Drawings (ENG-ADM-PP001).<br>*Are as-built drawings available on file with the Engineering department head? Mark no if:<br>- no drawings available<br>- drawings are worn out and illegible

  • 7.11 Engineering Logs (ENG-ADM-PP002).<br>*Does the department maintain an operation log book? Mark no if:<br>- no log book is maintained<br>- no acknowledgement by each shift and Engineering DH<br>- log book not retained for 3 years

  • 7.12 Maintenance Records (ENG-ADM-PP004).<br>**Does the department maintain equipment maintenance records / history? Mark no if:<br>- no maintenance record / history is evident<br>- each major equipment does not have a file to record maintenance

  • 7.13 Equipment Data, Inventory & Manuals (ENG-ADM-PP007).<br>*Does the Dept have MEP equipment register / inventory & service manuals?

  • 7.14 Utility (ENG-ADM-PP009).<br>*Does the property maintain monthly utility records? Mark no if:<br>- utility records are unavailable<br>- not been signed off by Engineering DH<br>- incomplete or illegible

  • 7.15 Environmental (ENG-ADM-PP010).<br>*Does the property have an environmental committee in place? Mark no if:<br>- no committee is in place<br>- no minutes available from regular meeting in the past 3 months<br>- GM not signed off on annual environmental plan formulated by the committee

  • 7.16 License & Permits (ENG-ADM-PP011).<br>*Does the Department maintain updated Engineering Operating Licenses Register? Mark no if:<br>- no updated register is maintained<br>- there are expired licenses<br>- no photo copies of the licenses

  • 7.17 Permit to Work (ENG-ADM-PP012).<br>*Is the permit to work being implemented? Mark no if:<br>- permit to work is not being implemented<br>- details are incomplete or illegible found in sample of past 3 permits

  • 7.18 Tools (ENG-EQU-PP001).<br>*Tools issuance policy and procedure in place? Mark no if:<br>- no localised policy and procedure in place for tools issuance<br>- personal tools issue record not available<br>- no documentation available showing tool movement if shared

  • 7.19 Store control (ENG-INV-PP001).<br>*Is monthly inventory conducted at least 3 days before month end with inventory report? Mark no if:<br>- monthly inventory is not conducted<br>- inventory report not signed off by Engineering DH in the past 6 months<br>- inventory report is not submitted to Finance

  • 7.20 Issuance of materials (ENG-INV-PP002).<br>*Is Stock Issuance / Control carried out? Mark no if:<br>- no requisition / issuance form (ENG-INV-F002A)<br>- 2 stock cards not updated / does not tally with stock issuance record

  • 7.21 Maintenance (ENG-MTE-PP001).<br>*Is a maintenance work order system in place and functioning? Mark no if:<br>- work order system not being used properly<br>- MWO is not summarized and analyzed monthly

  • 7.22 Checking the apartment (ENG-MTE-PP004).<br>*Apartment rooms readiness for arrivals policy and procedure in place? Mark no if:<br>- apartments are not checked prior to arrival of long stay guests<br>- no documentation supporting pre-arrival check

  • 7.23 Preventive Maintenance schedule (ENG-MTE-PP003).<br>**Does the Engineering DH have a plan for maintenance of engineering machinery and equipment? Mark no if:<br>- no annual maintenance plan<br>- no documentation

  • 7.24 **Does the Engineering DH have a plan for maintenance of public area & BOH? Mark no if:<br>- no annual maintenance plan<br>- no documentation showing maintenance taking place

  • 7.25 Preventive Maintenance (ENG-MTE-PP005).<br>**Is the Engineering annual CARE program in place? Mark no if:<br>- no documentation in place<br>- lack of coordination between housekeeping and engineering<br>- no sign off from the GM for completed rooms monthly

  • 7.26 Daily routine - M&E Plant & Equipment (ENG-MTE-PP006).<br>*Does the engineering staff perform daily rounds of the property? Mark no if:<br>- no checklist of daily rounds available<br>- main engineering equipment areas not included in the daily rounds (e.g. plant room, generators, chiller, utilities etc)

  • 7.27 **Is the plant room clean and well maintained? Mark no if:<br>- not clean, has excess debris and used as storage<br>- no fire extinguisher present<br>- oil leaks, water and dust build up found<br>- plant room not locked<br>- 3 discrepancies are found in plant room entry log / record

  • 7.28 Plumbing (ENG-MTE-PP006).<br>*Are plumbing system maintenance records available? Mark no if any of the following (where applicable) are not available:<br>- hot water plant, including daily hot water temperature log<br>- swimming pool filtration system, including the daily water quality records.<br>- grease interceptors (monthly)<br>- hot water legionella prevention by raising temperature to minimum 60 deg Celsius for 24 hours for centralized hot water system only (monthly)<br>- basement drainage pumping (ejector / diverter) system (quarterly)<br>- basement sump pumps (quarterly)<br>- basement/ground floor sewer drainage (annually)<br>- water tank cleaning (annually)

  • 7.29 Air Conditioning<br>*Are air conditioning system maintenance records available? Mark no if any of the following (where applicable) are not available:<br>- apartment units FCU servicing<br>- public area & BOH FCU/AHU servicing<br>- cooling tower water chemical treatment (bi weekly)<br>- cooling tower maintenance (monthly)<br>- chiller plant (monthly)<br>- VRV system (monthly)

  • 7.30 Ventilation<br>*Are ventilation system maintenance records available? Mark no if any of the following (where applicable) are not available:<br>- kitchen exhaust duct cleaning (annually)<br>- laundry exhaust duct cleaning (annually)<br>- main ACMV duct cleaning (by local legislation)<br>- supply, exhaust & pressurization fans maintenance, including electrical controls

  • 7.31 Electrical<br>Are electrical system maintenance records available? Mark no if any of the following (where applicable) are not available:<br>- elevators (monthly)<br>- auto sliding/revolving doors (quarterly)<br>- dimmer system (bi-annually)<br>- emergency battery pack lights (bi-annually)<br>- electrical sub distribution board (annually)<br>- electrical main switchboard (annually)<br>- lightning protection system (annually)<br>- electrical grounding system (annually)

  • 7.32 Extra Low Voltage<br>*Are ELV system maintenance records available? Mark no if any of the following (where applicable) are not available:<br>- emergency public address system<br>- building automation system<br>- electronic door locks<br>- panic alarms<br>- gas leak detection system (quarterly)<br>- MATV system (annually)

  • 7.33 Kitchen & Laundry Equipment.<br>Are the kitchen and laundry equipment maintenance records available? Mark no if any of the following is not available:<br>- main kitchen equipment<br>- centralised laundry equipment (if applicable)<br>- apartment kitchen appliances and laundry machines

  • 7.34 Maintenance Contracts (ENG-CON -PP001).<br>**Are the following critical MEP systems & fire life safety equipment under maintenance contracts? Mark No if any of these (where applicable) are not under maintenance contract:<br>- fire alarm system<br>- sprinkler / hose reel / wet risers systems<br>- FM200 fire suppression system<br>- kitchen hood wet chemical fire suppression system<br>- emergency generator<br>- lift, escalator, dumbwaiter<br>- gondola / personnel lift platform<br>- air conditioning chillers / VRV system<br>- heat pumps / hot water boilers<br>- PABX<br>- gym equipment

  • 7.35 *Are the maintenance contracts administered per the P&P? Mark no if:<br>- maintenance contract register is not up to date<br>- assigned accompanying engineering technician not briefed on scope of work under the maintenance contract<br>- service schedule not available<br>- any 3 of the service reports are not acknowledged by Engineering DH or Executive

  • 7.36 Emergency Generators (ENG-EME -PP001).<br>**Are the property's generators checked on a regular basis? Mark no if:<br>- “no-load” test not being done monthly<br>- generators in bad condition<br>- no documentation to show annual "load" test

  • 7.37 Safety Lock Out Tag Out (LOTO) (ENG-EME -PP003).<br>*Is safety lock out tag out being implemented? Mark no if:<br>- LOTO tools are not available, ie. tags, pad locks, etc<br>- no record of LOTO in log book

  • 7.38 Fire Equipment Log (ENG-EME -PP004).<br>**Is the Fire Life Safety equipment inventory available? Mark no if any of the following (where applicable) are not available:<br>- portable fire extinguishers<br>- smoke and heat detectors<br>- fire alarm break glass / pull station and alarm bells<br>- fire sprinkler flow switches<br>- emergency PA speakers<br>- fire hose reels<br>- fire hydrants<br>- battery pack emergency lights<br>- fire escape battery pack exit signs<br>- fire blanket<br>- fire dampers<br>- fire suppression system, such as FM200, Ansul, or equivalent<br>- fire protection system for diesel fuel tank, LPG station

  • 7.39 Fire Equipment Maintenance (ENG-EME-PP005).<br>**Are the fire life safety equipment tested per frequency stipulated in the P&P? Mark no if any records for the following are not available (where applicable):<br>- monthly fire alarm system test<br>- monthly emergency PA system test<br>- monthly fire pump test<br>- monthly hose reel flow check<br>- quarterly fire system interlock test record showing lift homing, automatic emergency public announcement, pressurization fans, etc.<br>- quarterly checks on sprinkler control valves<br>- quarterly check on the fire brigade breeching inlet

08 FOOD AND BEVERAGE

08 FOOD & BEVERAGE

  • 8.01 General<br>*Does the department have a full set of Policies and Procedures Manual? Mark No If:<br>- the department does not have full set of P&Ps (F&B, A&G, Crisis Mgmt)<br>- the P&Ps are incomplete / outdated / not contextualised<br>- P&Ps content page not signed off by the GM

  • 8.02 Training.<br>*Does the department have training material? Mark no if:<br>- the material has not been contextualised to be property specific<br>- no training material available<br>- no OJT template

  • 8.03 *Has training been conducted based on the training material? Mark no if:<br>- no record of training conducted on file<br>- the attendance record was not signed by both the trainer and trainee<br>- no OJT conducted for new hires

  • 8.04 *Is there a yearly training plan for the department? Mark no if:<br>- yearly training plan is not submitted to Human Resources<br>- yearly training plan is not signed off by DH and GM

  • 8.05 **Is the key press inventory taken at every change of shift? Mark no if:<br>- documentation is unavailable<br>- 3 discrepancies are found in randomly picked 3 months of records

  • 8.06 **Is the key press locked at all times? Mark no if:<br>- the key to key press is in the key hole<br>- the key press is not locked and just closed

Kitchen

  • 8.07 **Is a pest prevention program in place in the outlet(s)? Mark no if:<br>- no program in place<br>- frequency of pest control is not on a monthly basis

  • 8.08 *Are there presence of any form of insects or pests in the service area? Mark no if:<br>- there is presence of pests of any form

  • 8.09 **Are refrigerator and freezer temperature logs (HACCP Log A- 3) completed and filed for 90 days?

  • 8.10 **Are electrical insect killers installed in the kitchen and in the restaurant?

  • 8.11 **Storage temperatures. Mark no if:<br>- frozen meat (not below -12 deg celsius)

  • 8.12 **Storage temperatures. Mark no if:<br>- ice cream (not between -8 to -2 deg celsius)

  • 8.13 **Storage temperatures. Mark no if:<br>- chilled fresh meat / fish (not 0 deg celsius)

  • 8.14 **Storage temperatures. Mark no if:<br>- thawed frozen meat (not 0 deg celsius)

  • 8.15 **Storage temperatures. Mark no if:<br>- dairy products (not between 4 to 7 deg celsius)

  • 8.16 *Are the kitchen exhaust-hood and duct system professionally cleaned and maintained? Mark no if:<br>- no documentation available

  • 8.17 **Are food products held or sold past expiration dates? Mark no if:<br>- food items are expired

  • 8.18 ** Are various colour-coded cutting boards in operation?

Restaurant

  • 8.19 *Is the breakfast set-up as per the region breakfast matrix?

  • 8.20 **Is the temperature of the buffet chaffing dishes above 65 deg celsius?

  • 8.21 *Is the breakfast service opened for a minimum of 3 hours? Mark no if:<br>- breakfast service timing is not as per corporate policy

  • 8.22 *Are guests met and greeted upon entering the restaurant during breakfast service? Mark no if:<br>- no staff to greet guests upon arrival

  • 8.23 **Are chefs using gloves when preparing and serving ready-to-eat food items? Mark no if:<br>- chefs are not using gloves<br>- same pair of gloves used for non-food items

  • 8.24 *Are the items on the table clean and in good condition? Mark no if:<br>- cutlery is dirty or damaged<br>- napkin is dirty or torn<br>- cups, saucers or plates are dirty or chipped

  • 8.25 Is there a kid’s menu available?

  • 8.26 Are there cutlery and plates for kids available?

  • 8.27 *Is the restaurant buffet equipment clean and in good condition? Mark no if:<br>- buffet items are dirty and damaged<br>- buffet items are missing or not working

  • 8.28 *Is the restaurant floor clean and well maintained? Mark no if:<br>- if floor is dirty and wet<br>- if carpet is stained and worn out

  • 8.29 **POS User Access Matrix available and in place. Mark no if:<br>- the machine UAM differs from the P&P

  • 8.30 *All tables and chairs are steady

  • 8.31 *Is the ambient temperature of outlet at 23 +/- 1 deg celsius with RH at 55 - 65%?

  • 8.32 Beverages were served within 5 minutes of order?

  • 8.33 **Are staff trained on the menu items to confidently answer questions on basic dietary requirements?

  • 8.34 Were bills presented in a clean bill fold / tray with a Fraser-branded pen?

  • 8.35 Are all uniforms freshly pressed and clean?

  • 8.36 Appropriate music was being played?

  • 8.37 *Is the butter displayed chilled?

  • 8.38 Is the cheese displayed on a proper platter with at least 3 types of condiment?

  • 8.39 **Is milk for coffee machine placed in a fridge next to the coffee machine?

  • 8.40 **Are the food being labelled correctly and in a presentable / creative manner?

Banquet (where applicable)

  • 8.41 Are table cloths used, freshly pressed and clean?

  • 8.42 Is there an availability of mints / complimentary titbits (gratis) with water?

  • 8.43 *Is there writing materials with hard back mat for the papers?

  • 8.44 *Are the chairs in good condition and clean?

  • 8.45 *Is the ambient temperature of the outlet at 23 +/- 1 deg celsius with RH at 55 - 65%?

  • 8.46 *Is the AV Equipment in good condition?

  • 8.47 *Are the food warmers clean and free of pests?

  • 8.49 *Is there an availability of menus for all types of events?

  • 8.50 *Is the event signage displayed professionally on a LED or signage board?

  • 8.51 *Is the coffee break area well set up with proper displays and fridge for the milk?

  • 8.52 *Are the teas well displayed in a wooden box or proper presentation?

Room Service

  • 8.53 **Are the room service trolleys, trays and hot box in good condition?

  • 8.54 *Are food and beverage covers used for room service orders?

  • 8.55 *Was the bill presented in a clean bill fold / tray with a Fraser-branded pen?

  • 8.56 Is hot food served hot and cold food served cold?

Minibar

  • 8.57 *Price list is available and in good condition?

  • 8.58 **Items in the minibar are not expired?

  • 8.59 *Is the minibar fridge clean and in good condition?

09 SALES & MARKETING

09 SALES & MARKETING

  • 9.01 General.<br>*Does the department have a full set of Policies and Procedures Manual? Mark no if:<br>- the department does not have a full set of P&Ps (S&M, A&G, Crisis Mgmt)<br>- the P&Ps are incomplete / outdated / not contextualised<br>- the P&Ps content page is not signed off by the GM

  • 9.02 Briefing and Meetings (S&M-ADM-PP001).<br>*Does a weekly sales meeting take place? Mark no if:<br>- no weekly meetings taking place<br>- minutes are not taken (sight past 12 months)<br>- GM and DOSM are not part of the meeting

  • 9.03 *Are there quarterly sales presentations involving Sales team, GM and relevant department heads to share information on property performance and individual sales portfolio? Mark no if:<br>- info on Top 20% accounts not shared<br>- no forward action plans shared

  • 9.04 Goals Setting for Sales Team (S&M-ADM-PP002).<br>**Do sales staff have clear KRAs & monthly target to achieve? Mark no if:<br>- no targets (sales activities and revenue targets)<br>- no monthly reviews to check progress<br>- no cross-sell and new accounts targets

  • 9.05 CRM Database Maintenance (S&M-CRM-PP001).<br>**Are all sales activities input in the CRM and reviewed by the DOSM during the weekly sales meeting? Mark no if:<br>- info is not part of the sales minutes<br>- opportunities (cross-sell and new business) are not included<br>- CRM is not updated weekly (check 5 random sales activities)<br>- CRM ID not updated into PMS profile (check 5 profiles)

  • 9.06 Approval on Rate Chart (S&M-CRM-PP002).<br>**Is the Rate Chart prepared per corporate office guidelines? Mark no if:<br>- rate chart not available<br>- rate chart is not signed off by GM & DOS<br>- rate chart not per corporate format

  • 9.07 **Are rate changes authorized per DOA? Mark no if:<br>- no documented acknowledgement of rate acceptance from clients<br>- deviation of corporate rates from approved rate chart was not endorsed per DOA signatories<br>- rates extended not tied to any specific room night potential and no expiry date indicated

  • 9.11 **Handling of Global Key Account Management (KAM) Accounts. Mark no if:<br>- S&M team does not know about Frasers’ Global KAM accounts, booking procedures & perks extended (check with 3 staff)<br>- operations / housekeeping / F&B are not aware of Global KAM accounts & perks extended (check 3 staff)

  • 9.08 Central Filing Procedures (S&M-OTH-PP001).<br>*Are contracts centrally filed? Mark no if:<br>- corporate rates / wholesale contracts are not filed centrally<br>- contract validity dates have expired & no new copy issued but accounts still active (check 5 accounts randomly)

  • 9.09 Barter / Sponsorship Agreement (BRA-ADV-PP004).<br>*Are all barter agreements signed off by the GM? Mark no if:<br>- GM does not sign off on all barter agreements (random check over past 12 months)<br>- barter value not clearly indicated<br>- validity of barter not indicated

  • 9.10 Handling of Client Appreciation Events (S&M-SAL-PP003).<br>**Are there concerted efforts done to recognize the property’s top 20% customers including global KAM accounts? Mark no if:<br>- there isn’t a min. of 4 events annually<br>- no attendance list found in respective event’s file<br>- no post-mortem done for client appreciation events and no documentation

  • 9.12 Reports (S&M-REP-PP001).<br>**Is the Market Segmentation Forecast report prepared as per policy? Mark no if:<br>- report is not consistent with corporate standards<br>- monthly forecast not submitted by 21st of each month<br>- forward months’ forecasts not adjusted

  • 9.13 **Sales & Operations Plan for the FY is updated and strategies implemented according to approved annual plan. Mark no if:<br>- no similarities of strategies found in monthly BSC submission of key market segments compared to approved annual plan<br>- DOSM could not explain reasons for deviations<br>- rates not in accordance to what has been approved

10 RESERVATIONS & REVENUE MANAGEMENT

10 RESERVATIONS & REVENUE MANAGEMENT

  • 10.01 General<br>*Does the department have a full set of Policies and Procedures Manual? Mark no if:<br>- the department does not have a full set of P&Ps (Reservations & Revenue Mgmt, A&G, Crisis Mgmt)<br>- the P&Ps are incomplete / outdated / not contextualised<br>- the P&Ps content page is not signed off by the GM

  • 10.02 Telephone Etiquette (S&M-RES-PP002).<br>*Reservations Call Audit. Mark no if:<br>- line was not answered within 3 rings<br>- no standard greeting<br>- no introduction of room types when selling<br>- did not recap booking details<br>- did not send hotel confirmation letter<br>- did not thank caller for calling

  • 10.03 Data Entry for Guest Name (S&M-RES-PP006).<br>Are guest names input in the correct fields? Mark no if:<br>- name was not keyed in full<br>- first and last names not keyed in according to P&P

  • 10.04 Market Segmentation (S&M-RES-PP010).<br>*Are the reservations tagged to the correct market segment in the PMS? Mark no if:<br>- reservation not tagged correctly<br>- market segment used not per corporate standard

  • 10.05 Standard Rate Codes (S&M-RES-PP005).<br>*Availability and rate checks on all channels. Mark no if:<br>- if rates and availability on 3rd party sites are not on brand website<br>- best flexible rates are not available for the following 365 days

  • 10.06 Pre-Arrival Check (S&M-RES-PP012).<br>*Did reservations perform pre-arrival checks as per corporate P&P? Mark no if:<br>- standard information not input correctly<br>- incorrect guest name format<br>- no update on Fraser World member tiers and numbers<br>- incorrect billing instruction<br>- incorrect rate codes & market segment<br>- incorrect leasing names<br>- data is missing and no supporting documents available for the reservation<br>- duplicate reservation made

  • 10.07 Handling of Long Stay Bookings (S&M-RES-PP015).<br>Are rental discrepancy forms raised by sales persons for any rate deviations? Mark no if:<br>- discounted rate offered without approval from DOSM and GM (randomly check reservations or check rate variance reports)

  • 10.08 Email Etiquette (S&M-RES-PP001).<br>*Reservations emails are being handled in a professional manner by way of the following:<br>- all emails are handled within 24 hours of receipt<br>- emails are being attended to after hours by the Front Office team

  • 10.09 Handling of Cancellations (S&M-RES-PP018).<br>*Does the property have a clearly defined cancellation policy? Mark no if:<br>- cancellation policy not available<br>- if policy not being followed<br>- policy not been signed off by GM (if localised)

  • 10.10 *If a cancellation is made after the deadline without penalty, is there evidence of approval from the DOSM and GM?

  • 10.11 Reservations No Show (S&M-RES-PP019).<br>*Did reservations follow up with the company / travel agent by sending an email for any no-shows? Mark no if:<br>- no evidence of emails or follow up done

  • 10.12 Reservations via OTAs (S&M-RES-PP020).<br>*Is there rate parity between the brand website and all OTA channels (eg: Agoda.com, Booking.com, CTrip and Expedia.com)? Mark no if:<br>- no parity with brand website

  • 10.13 Handling of Traces/Flags (S&M-RES-PP016).<br>Was the trace/flag report printed every day? Mark no if:<br>- not printed everyday<br>- requests not shared with relevant department

  • 10.14 Data Entry for Company and Travel Agent profile (S&M-RES-PP007).<br>Was the company name keyed in English in the primary field and spelt out in full (eg: Hewlett Packard Pte Ltd)?

  • 10.15 Was the Travel Agent profile keyed in the T/A 1 and T/A 2 for relocation company or additional Travel Agent? Mark no if:<br>- travel agent is entered under company profile<br>- T/A fields are used to enter sales managers name or account

  • 10.16 Revenue Meeting (SM-REV-PP001).<br>*Does property have a weekly revenue meeting in place?

  • 10.17 Were non-Fraser World members invited to join the program?

  • 10.18 For guests / members who booked LS1, LS2 and LS3 were they offered the option to pay 1% more for points accrual?

  • 10.19 For Sapphire / Diamond members making reservations, were their benefits explained?

11 HUMAN RESOURCE

11 HUMAN RESOURCE

  • 11.01 General.<br>*Does the department have a full set of Policies and Procedures Manual? Mark no if:<br>- the department does not have a full set of P&Ps (Human Resource, A&G, Crisis Mgmt)<br>- the P&Ps are incomplete / outdated / not contextualised<br>- the P&Ps content page is not signed off by the GM

  • 11.02 **Have all employees acknowledged that they have read the 3 corporate governance policies;<br>- Code of Business Conduct<br>- IT End User Computing Policy and<br>- Whistle Blowing Policy<br>Are the rest of the 9 corporate governance made available to all staff?<br>1.Anti-Bribery Policy<br>2.Competition Act Compliance Manual<br>3.Documents Management and Retention Policy<br>4.Enterprise-wide Risk Management Policy<br>5.External Directorship & Forms<br>6.Group Communications Policy<br>7.IT Security Policy<br>8.Personal Data Protection Policy, and<br>9.Policy for Disclosure and Approval of Purchase of Property Projects of FCL Group<br>Mark no if:<br>- there is no record of employee acknowledgment<br>- all corporate governance policies are not made available to all staff (online or hard copy)

  • 11.03 Manpower Planning (Recruitment Policy 2.2).<br>*Is the monthly manpower report filed in the HR department? Mark no if:<br>- No report is submitted to corporate office via monthly FH reporting platform e.g. BSC

  • 11.04 Recruitment (Recruitment Policy 2.2).<br>*Does the property raise the proper documents to seek approval for additional headcount? Mark no if:<br>- No approval from Corporate HR EXCO paper for additional headcount (Owned Property)<br>- No approval for additional headcount (Managed Property)

  • 11.05 Job Description (Job Description & Evaluation Policy 2.1).<br>*Is a job description available for all positions? Mark no if:<br>- job description is incomplete<br>- job description is not contextualized to property's operations

  • 11.06 Selection (Selection Policy 2.3).<br>*Is there evidence to show that proper interview has been conducted (e.g, Interview Assessment Form or Interviewer's hand-written comments on CV)?

  • 11.07 Recruitment (Selection Policy 2.3).<br>*Is there reference checks conducted for candidates applying for Executive roles that will have access to confidential and sensitive information before a job offer

  • 11.08 Recruitment (Selection Policy 2.3).<br>*Is the Salary Proposal approved by the GM or delegated staff member?

  • 11.09 Recruitment (Selection Policy 2.3).<br>*Is the Letter of Employment signed by the GM?<br>(For Singapore properties, the Letter of Employment is signed by HRD for executives and senior HRM for non executives)

  • 11.10 Orientation.<br>*Does the property conduct orientation program for corporate company background and Fraser's Service Training? Mark no if:<br>- no orientation programs<br>- no attendance records

  • 11.11*Does the property conduct induction / OJT? Mark no if:<br>- no induction / OJT programs<br>- no attendance records

  • 11.12 *Are the grooming standards clearly communicated to all employees?

  • 11.13 Training.<br>*Does the property maintain training records and timely submission of Monthly Learning Scorecard through FH’s reporting platform (e.g. BSC)?

  • 11.14 Learning & Development.<br>*Does the property have an overall training plan? Mark no if:<br>- corporate training requirements are not in the plan<br>- individual departments have not submitted their approved annual training plans

  • 11.15 Does the property budget 2% equivalent of payroll for L&D initiatives?

  • 11.16 Does the property have a process / system in place to track L&D progress e.g. attendance and completion rate of employees?

  • Employee Data.<br>11.17 **Are employees’ personal files stored in a secured area? Mark no If:<br>- storage area is not secure and can be easily accessed by staff from other departments

  • 11.18 *Does the HR department maintain accurate employee personnel records (e.g. hard copies tally with personnel records in HR system)?

  • 11.19 *Does the HR department maintain accurate employee allowance records (e.g. hard copies tally with allowance records in HR system)?

  • 11.20 *Does the HR department maintain accurate employee leave records (e.g. hard copies tally with leave records in HR system)?

  • 11.21 Employee Communication.<br>**Are the contents of the Employee Handbook made known and available to all employees? Mark no if:<br>- employee acknowledgement of handbook (hardcopy or online) not present

  • 11.22 Employee Communication (Notice Board 10.4).<br>Does the property have a staff notice board? Mark no if:<br>- notice board not available.<br>- information on notice board is outdated

  • 11.23 Employee Relations.<br>*Does the property organise activities for staff to celebrate Fraser Day?

  • 11.24 *Does property organise regular employee engagement activities for staff?

  • 11.25 Employee Relations (Employee Recognition Awards Policy 8.3).<br>*Is a recognition and reward program for employees in place?

  • 11.26 Employee Facilities (Staff Cafeteria Policy 13.3).<br>*Is the cafeteria / staff area clean and well maintained? Mark no if:<br>- the cafeteria / staff area is dirty and in poor condition

  • 11.27 Disciplinary and Grievance Handling (Policy 11.1).<br>**Does the property have the Disciplinary and Grievance Handling policy? Mark no if:<br>- no policy is in place<br>- policy is not being reflected in the Employee Handbook

  • 11.28 **Is there proper documentation for disciplinary cases e.g. statements taken and signed by staff?

  • 11.29 *Is the warning letter given to the staff signed by the HR / GM?

  • 11.30 Performance Management (Probation & Confirmation 3.3).<br>*Does the property issue a confirmation letter as per corporate office P&P?

  • 11.31 Performance Management (Performance Appraisal 5.2).<br>*Is proper performance appraisal conducted yearly? Mark No if:<br>- no proper performance appraisal form is being used<br>- performance appraisal form is not signed by employees

  • 11.32 *Does the property incorporate and discuss development needs in the appraisal exercise? Mark no if:<br>- training need analysis not conducted<br>- training need not signed off by employee and department head

  • 11.33 Performance Management (Annual Increment Policy 6.2).<br>**Is there proper approval for Promotions, Annual Increments / Variable Bonus (AIVB) payouts? Mark no if:<br>- no authorised approval on the AIVB worksheet

  • 11.34 Salary Adjustments and Promotions (Annual Increment Policy 6.2).<br>*Is there a letter issued to employee on their promotion and AIVB?

  • 11.35 Resignation/Termination (Termination & Resignation 3.4).<br>*Does the property have copies of resignation & acceptance of resignation letter? Mark no if:<br>- no resignation letter on file<br>- no acceptance of resignation letter

  • 11.36 Does the property have an employee clearance checklist? Mark no if:<br>- no checklist being used<br>- information on the checklist is incomplete

  • 11.37 Resignation/Termination (Exit Interview & Follow Up 3.5).<br>Does the property conduct an exit interview for all leaving employees? Mark no if:<br>- no exit interview documentation for all employees

  • 11.38 Payroll.<br>**Is there segregation of duties between payroll and HR, i.e. the one who process the payroll has no access to create and edit employee data in HR system? Mark no if:<br>- payroll has access to create and edit employee data

  • 11.39 Acceptance & Declaration of Gifts (Policy 11.7).<br>*Do staff declare all gifts (of any form or monetary value) to their Department Head and HR? Mark no if:<br>- there are no records of gift declaration for gifts received

  • 11.40 **Are all payments made through the payroll system approved by HR, GM & Finance?

  • 11.41 Employee Data / System.<br>*Are there clearly defined access rights given to users to access the HR system? Mark no if:<br>- HR staff are using “Super Admin” rights for personal updates

  • 11.42 *Are there clearly defined access rights given to users to access the Payroll system?

  • 11.43 Is there an annual review of the users’ access rights? Mark no if:<br>- there is no record of annual review of user access rights

  • 11.44 Voices of Frasians - VOF (Policy 10.2).<br>**Does the property participate in VOF and follow up to address issues surfaced from the VOF? Mark no if:<br>- no records of follow up actions to resolve issues surfaced from the VOF<br>- no record of action plan submitted to Corporate HR

  • 11.45 Retirement and Re-employment (Policy 3.6).<br>**Does the company abide by the local retirement and re-employment legislations?

  • 11.46 **Is the company in compliance with local regulations on social contributions (e.g. CPF, NI, Super, SOSCO)?

12 GROOMING

12 GROOMING

  • 12.01 Is the uniform well-fitted and in good condition? Mark no if:<br>- sleeves, skirt, pants are too short<br>- uniform is faded<br>- with hanging or missing buttons<br>- not well-ironed

  • 12.02 Do all staff wear name tags? Mark no if:<br>- name tags are scratched<br>- staff found without name tags<br>- name tags worn on the wrong side<br>- name tags worn slanted

  • 12.03 Do all staff wear a lapel pin? Mark no if:<br>- any staff seen without lapel pins<br>- lapel pin is worn on the wrong side

  • 12.04 Did all staff adhere to the corporate P&P on wearing of jewellery? Mark no if:<br>- any staff is seen wearing excessive jewellery

  • 12.05 Do all staff adhere to the corporate P&P on wearing of hair accessories? Mark no if:<br>- any staff seen wearing excessive hair accessories<br>- any staff seen wearing hair accessories that do not compliment the uniform

  • 12.06 Do female staff adhere to the corporate P&P on grooming of hair? Mark no if:<br>- any staff found with fringes falling forward<br>- any staff found with untied hair when below shoulder length<br>- any staff found with unnatural hair colour

  • 12.07 Do male staff adhere to the corporate P&P on grooming of hair? Mark no if:<br>- any staff found with hair length below the shirt collar<br>- any staff found with side burns longer than halfway down the ear<br>- any staff moustache not neatly trimmed

  • 12.08 Do staff adhere to the corporate P&P on grooming of nail-care? Mark no if:<br>- any female staff seen wearing unnatural nail colors<br>- any male staff keeping long finger nails

  • 12.09 Do staff adhere to the corporate P&P on wearing of shoes? Mark no if:<br>- any staff not found wearing plain black shoes or shoes provided by the property<br>- any staff found wearing shoes that are not well-maintained

  • 12.10 Do staff adhere to the corporate P&P on wearing of stockings / socks? Mark no if:<br>- any staff not wearing skin coloured stockings or stockings provided by the property<br>- any staff not wearing black socks or socks provided by the property

  • 12.11 Did all staff adhere to the corporate P&P on wearing of eye wear? Mark no if:<br>- any staff wearing coloured contact lenses<br>- any staff wearing sunglasses (unless prescribed for medical reasons)

13 TELEPHONE ETIQUETTE

13 TELEPHONE ETIQUETTE

  • 13.01 Answering Incoming Calls (A&G-TEL-PP001).<br>Was the call picked up within 3 rings? Mark no if:<br>- any 2 out of 6 calls did not comply

  • 13.02 Was the standard script used when call was answered? Mark no if:<br>- any 2 out of 6 calls did not comply

  • 13.03 Transferring a call (A&G-TEL-PP003).<br>Was the standard script used when call was transferred? Mark no if:<br>- any 2 out of 6 calls did not comply

  • 13.04 Taking a message (A&G-TEL-PP004).<br>Did the staff followed corporate standard when taking messages? Mark no if:<br>- any 2 out of 6 calls did not comply

  • 13.05 Terminating a call (A&G-TEL-PP005)<br>Was the standard script used when ending a call? Mark no if:<br>- any 2 out of 6 calls did not comply

  • 13.06 Handling wake up calls (FO-GSS-PP005).<br>*Was the morning call made as per corporate standard? Mark no if:<br>- the call did not happen<br>- the call was not on time<br>- the call was not using standard script

15 SIGNOFF

14 SIGNOFF

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