Frasers Hospitality Operations iPASS 18/19

Title Page

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

01 MANAGEMENT

1.01 General. **Does the Executive Office have a full set of Policies and Procedures from Corporate? Mark No If: - 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Management, A&G, ENG, S&M, Finance, Reservation, IT, HR, Digital Marketing, Branding) - the P&Ps are incomplete / outdated - P&Ps master index (latest version) not signed off by GM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: - 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: - approved RFW and revised P&Ps are unavailable and / or not filed together - the header was not amended to reflect the revision by the initiator and GM
1.04 Business Continuity Plan. **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: - 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: - BCP is not tested, reviewed and updated at least every quarter
1.06 Operational Risk Scorecard. **Is the Operational Risk Scorecard reviewed and updated regularly? Mark no if: - not reviewed and updated every 3 months
1.07 Operating Licenses. **Are all operating licenses, permits and relevant insurance policies duly obtained and valid? Mark no if: - 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: - summary list is missing - summary list is incomplete
1.09 **Are the original / copy of all documents maintained on site? Mark no if: - original / copy documents are not with GM or Financial Controller
1.10 Key Cards – Issuance & Control (A&G-KEY-PP002). **Is the assignee to cut Master Level Key Cards as per corporate P&P? Mark no if: - 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: - the form is not filled in as per Corporate P&P: - Requestor (Department Administrator or the person requesting) - Approver (Requester’s Supervisor) - Issuer (Operations Manager or DH assigned by GM) - Recipient (person who is responsible for the Key Card)
1.12 Emergency Keys **Are the Emergency Keys kept in the GM and SM / OM's safe? Mark no if: - 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 - 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: - no key movement log available - 3 discrepancies are found in randomly picked 6 months of records
1.14 **Are the Emergency Keys tested during monthly inventory? Mark no if: - 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: - the EMK is not issued to GM - the EMK is not issued to SM / OM
1.16 Master Keys. **When not in use, are the Master Level Keys kept locked in the key press in the Security / Front Office? Mark no if: - 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: - more than 8 master keys issued without Request for Waiver approved - 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: - documentation record inventory check conducted is unavailable - inventory report is not signed off by GM - 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: - all levels are not with 12 months validity except for Emergency Keys
1.20 Manager On Duty (A&G-GEN-PP001). *Does the property have a MOD system in place? Mark no if: - MOD is not in place for both weekdays and weekends - 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: - 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: - inspection does not include all the areas specified in the P&P checklists - 3 discrepancies are found in randomly picked 3 months of records
1.23 Is the MOD checklist submitted to GM daily? Mark no if: - checklist is not signed off / reviewed by GM - 3 discrepancies are found in randomly picked 3 months of records
1.24 Self Audits (A&G-GEN-PP018). **Does the GM conduct a self-audit on the property once a year? Mark no if: - self-audit is not conducted by GM personally
1.25 Meetings (A&G-GEN-PP002). *Are there regular Operations Meetings held at property level? Mark no if: - no documentation is present to show meetings were held
1.26 *Are monthly Credit Control Meetings held at property level? Mark no if: - no documentation is present to show meeting held
1.27 *Are regular P&L Meetings held at property level? Mark no if: - no documentation is present to show meeting held
1.28 Circulars to Residents (A&G-GEN-PP007). Are the circulars endorsed by the GM with advanced notice given to Residents? Mark no if: - the circulars are not endorsed by the GM - 5 discrepancies are found in randomly picked 6 months of records
1.29 Complimentary Apartments (A&G-GEN-PP013 & FIN-FIR-F001B). **Are the complimentary rooms in accordance with the P&Ps? Mark no if: - requests are not accompanied with the Complimentary Apartment Request Form with proper authorization in accordance to the Delegation of Authority - 3 discrepancies are found in randomly picked 6 months of records
1.30 House Use Apartments (A&G-GEN-PP014 & FIN-FIR-F001B). **Are the house use rooms accorded under the following conditions? Mark no if: - apartment use by employee for permanent or temporary relocation not under house use - apartment use as requested by owner is not under house use - apartment for the manager on duty is not under house use - apartment for staff use is not under house use - 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: - requests are not accompanied with the House Use Apartment Request Form with proper authorization in accordance to the Delegation of Authority - 3 discrepancies are found in randomly picked 6 months of records
1.32 Safety & Security Philosophy (A&G-GEN-PP021). **Is the company's Safety & Security Philosophy communicated to all staff? Mark no if: - a copy of the Safety & Security Philosophy is not displayed in a prominent position visible to all staff at the back of house - staff are not aware of the philosophy
1.33 TrustYou Online Reputation Management (A&G-GEN-PP025). Is the staff user list for the TrustYou Portal up to date and current? Mark no if: - staff members who have resigned are not removed - 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. 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) **Is the safekeeping of the portable programmer in accordance to the P&P? Mark no if: - the portable programmer is not kept in a dual access safe accessible by authorized personnel approved by GM.

02 CRISIS MANAGEMENT

2.01 General (CMM-GEN-PP001). **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). **Is there a monthly Health & Safety Committee meeting? Mark no if: - no meeting takes place - the meeting is not held every month - there is no meeting documentation (eg minutes of meeting) sighted - 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: - no safety inspection takes place - no documentation of hazards and follow-up actions after the inspection
2.05 Crisis Management Training, Drills & Exercises (A&G-SEC-PP010). **Is there a plan to conduct the above for the 16 Crisis Management Scenarios over 3 Financial years? Mark No if: - no plan or plan not carried out - no report and follow up actions from the training, drills or exercises - GM not involved in the drills
2.06 Fire Drill (A&G-SEC-PP003) **Is a fire drill conducted minimum every 6 months? Mark no if: - no fire drill is conducted - no report and follow-up action was recorded - 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: - no full-dress rehearsal conducted - no report and follow up action was recorded - GM not involved in the rehearsal
2.08 **Is there a minimum of 1 night fire drill conducted every 2 years? Mark no if: - no night fire drill was conducted - no report and follow up action was recorded - GM not involved in the drills
2.09 Evacuation Flow Chart (CMM-GEN-PP007). *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: - the information in the flowchart is not updated - 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: - the information on the List is not updated - the list is not displayed in a visible, accessible location in the abovementioned areas
2.11 Fire Extinguishers (A&G-SEC-PP004). **Are all fire extinguishers in the property inspected monthly? Mark no if: - inspections do not take place monthly - 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: - the Log is not submitted monthly - GM did not sign off on the submitted documentation
2.13 Fire Alarm Activation (SEC-REP-PP001). **Is a fire alarm activation report raised for every real or false alarm? Mark no if: - no fire alarm activation report raised for any activation - report is incomplete - the report is not submitted to the GM
2.14 **Is the Fire Fighting Equipment Inventory complete (A&G-SEC-PP002)? Mark no if: - any of the following items are missing or damaged: 1 Pick Head Axe (3ft) 1 Crow Bar (3 – 4ft) Braided nylon rope (5/16” x 20 meters) 2 Extinguisher (One Dry Powder) and (One Co2) 1 pair leather Palm Gloves 1 pair firemen boots / rubber boots 1 helmet 1 high powered spot light 1 safety vest 2 self-contained pressure demand breathing apparatus / 2 sets of mask with charcoal cartridge filter 1 burn aid Kit 1 first aid Kit 2 foldable stretcher on standby when needed 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: - any of the following items is missing / expired / insufficient / not stored properly: Waterproof adhesive dressing Triangle bandages in individual bag Roll bandages Crepe bandages Wound dressing Surgical dressing in roll Gauze swabs in individual bag Cotton Rubber gloves Face mask Safety pins A pair of stainless steel scissors A pair of stainless steel tweezers Porous surgical tape Thermometer Single use eye wash Alcohol free cleaning wipes Antiseptic cream Antiseptic cleaning lotion 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) Mark no if: - any department does not comply - 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: - any of the following items are missing / not working: 6 writing pens 6 A4 writing pads 24 red broad tip markers 12 rolls of masking tape 1 pack of large white chalk 6 flashlights with batteries installed 36 extra batteries to fit flashlights above 3 pair of scissors updated laminated list of Emergency Contact Numbers
2.20 Code Blue. **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). **Are staff well versed with the Emergency Codes?

03 PROPERTY STANDARDS

3.01 Lobby (A&G-PPY-PP002). *Is a bowl of green apples placed at the reception desk? Mark no if: - no bowl of apples present - apples are unpolished, with marks or stickers - bowl is less than half-filled
3.02 Are potted plants / fresh floral decorations placed at the reception desk? Mark no if: - 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: - no current issues are available of the following: Magazines 1 International newspaper 1 National and/or 1 Local newspaper - not neatly displayed - 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: - not neatly displayed - not in good condition
3.05 Lobby Collaterals. Is the Fraser Calendar being used at the reception / lobby? Mark no if: - calendar is not available - other calendars being used - calendar is damaged and not presentable - 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: - not clean or tidy - Internet facilities are not available - 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: - 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). Are the operating hours indicated near to the access of children's playroom? Mark no if: - no proper signage / using laminated copy - spelling & grammar mistakes found
3.14 Is there a shoe rack at the entrance of children's playroom? Mark no if: - shoe rack is not available
3.15 **Is there an internal telephone in the children's playroom connecting to the reception? Mark no if: - 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: - safety hazards present e.g. loose cables, wet floor not marked, sharp objects, choking hazards - safety plugs not placed in electrical sockets and accessible to children - key card access is not functioning well
3.17 **Is regulatory and safety signage present at the children's playroom? Mark no if: - no proper signage / using laminated copy - spelling & grammar mistakes found
3.18 *Is the playroom clean and well maintained? Mark no if: - toys are broken and in bad condition - carpet / flooring in bad condition and stained - room is not clean and sanitized
3.19 Gymnasium (A&G-PPY-PP005). *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: - no TV and sound system available - TV and sound system in bad condition or not used effectively - there are visibly messy cables
3.21 *Is there a water dispenser with drinking cups / bottled water provided in the gym? Mark no if: - no dispenser, cups / bottled water available - dispenser in bad condition
3.22 Are there hand towels and a basket for soiled towels in the gym? Mark no if: - no basket available - towels are in bad condition
3.23 *Is there a supply of antiseptic cleansing wipes / hand sanitizer available in the gym? Mark no if: - sanitizer wipes or hand sanitizer not available
3.24 **Is there an internal telephone in the gym connecting to reception? Mark no if: - telephone is not clean and not in working condition
3.25 **Are there regulatory and safety signages present at the gym? Mark no if: - no proper signage/ using laminated copy - 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: - safety hazards present e.g. loose cables, slippery floor, tripping hazard - faulty equipment not marked
3.28 Pool & Jacuzzi (A&G-PPY-PP004). **Is there a life guard on duty at the pool area? Mark no if: - 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: - safety hazards present e.g. slippery steps, slippery floors, broken tiles - any of these items are not in good order: Life buoy Throw line Life hook Life hook pole adapter First aid kit Back board
3.31 **Is regulatory and safety signage present at the pool area? Mark no if: - no proper signage/ using laminated copy - spelling & grammar mistakes found
3.32 Steam & Sauna (A&G-PPY-PP003). Are the operating hours indicated near to the access of steam / sauna room? Mark no if: - no proper signage/ using laminated copy - 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: - no proper signage/ using laminated copy - spelling & grammar mistakes found
3.35 *Are there equipment operating instructions provided at the steam / sauna room? Mark no if: - no proper signage/ using laminated copy - spelling & grammar mistakes found
3.36 Restrooms & Changing Rooms (A&G-PPY-PP008). *Are the restrooms / changing rooms equipped with the following? Mark no if: Any of the items below are missing: - Toilet tissue - Feminine Napkin Disposal (for ladies) - An automatic atmospheric deodorizer - Hand wash - Paper hand towel - Dustbin - Fresh flower arrangement / potted plant - hand / body lotion+ - Disposable comb+ - Disposable vanity set+ - Hair dryer+ + for changing rooms only
3.37 Are the restrooms / changing rooms clean and well maintained? Mark no if: - fused bulbs are found - lockers are not well maintained - wet floors
3.38 Launderette (A&G-PPY-PP007). Are the operating hours indicated near to the access of launderette? Mark no if: - no proper signage/ using laminated copy - spelling & grammar mistakes found
3.39 **Is there an internal telephone in the launderette connected to reception? Mark no if: - telephone is not clean and not in working condition
3.40 **Is there regulatory and safety signage at the launderette? Mark no if: - no proper signage/ using laminated copy - spelling & grammar mistakes found
3.41 *Are there equipment operating instructions at the launderette? Mark no if: - no proper signage/ using laminated copy - 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: - safety hazards present e.g. loose cables, slippery floor, tripping hazard, overcrowding - faulty equipment not marked - incorrect equipment use
3.47 External signage **Is external signage in accordance to Brand standard? Mark no if: - signage is damaged and not in good condition - signage is not clean and well-maintained - signage is not turned on by 6pm
3.48 Show Apartments (A&G-GEN-PP010). Are the show apartments available by different categories? Mark no if: - no show apartment been assigned for occupancy below 85% - 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: - 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. 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: - EARTH card is not displayed in all rooms - logo printed on the EARTH card is the wrong logo / pantone color - design and material of the EARTH card is not aligned with Brand standards
3.56 F&B Collaterals. *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: - logo printed on key card / wallet is the wrong logo / pantone color - design and material of key card / wallet is not aligned with standards

04 SECURITY

4.01 General *Does the department have a full set of Policies and Procedures Manual? Mark no if: - the department does not have a full set of P&Ps (Security, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not customised - the P&s content page is not signed off by the GM
4.02 Training. *Does the department have training material? Mark no if: - the material has not been contextualised to property needs - no training manual available - no OJT template
4.03 *Has training been conducted based on the training material? Mark no if: - no record of training conducted on file - the attendance record was not signed by both the trainer and trainee - no OJT conducted for new hires
4.04 *Is there a yearly training plan for the department? Mark no if: - yearly training plan is not submitted to Human Resources - yearly training plan is not signed off by DH and GM
4.05 Key Management (A&G-KEY-PP001) **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: - documentation is unavailable - 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: - documentation is unavailable - 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: - the list is not laminated - the serial numbers on the list do not tally with the serial numbers in the Key Press - 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: - the Key Press key is in the key hole - 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: - keys are kept in other departments except for GM / RM / EAM / DHs' office keys
4.10 Patrolling (SEC-PAT-PP001) **Is there an electronic or manual clocking system used to record regular patrol movements? Mark no if: - no clocking system in place - 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: - there is no record of patrols - 2 discrepancies are found in randomly picked 3 months of records
4.12 CCTV (A&G-SEC-PP001) **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: - CCTV console and Fire Control Centre are not manned 24hrs - 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 **Are all security staff trained in crisis response according to the Crisis Management P&Ps? Mark no if: - no training records are available - 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: - any of the fire exits / escape route is blocked - 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: - no public announcement system is available - 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: - no training documentation is available - any of the security staff are not trained
4.18 First-Aid **Are all security staff trained in first aid by a certified / approved organization? Mark no if: - no training records are available - certificates are not issued by certified approved organisation e.g. Red Cross - any of the certificates are expired
4.19 Visitor Passes (SEC-ADM-PP001). **Are important details of visitors recorded in the Visitor’s Information Log Book (SEC-ADM-F001A)? Mark no if: - no documentation is available - 3 discrepancies found in randomly picked 3 months of records
4.20 Are the property's ID passes colored coded? Mark no if: There are less than 4 coloured coded passes: - White - Visitors / job applicants - Blue - Contractor - Red - Suppliers - Green - Temp workers / trainees
4.21 **Are visitor passes tracked and inventoried at all times, and returned daily? Mark no if: - no documentation is available - 3 discrepancies found in randomly picked 3 months of records
4.22 Log Book (SEC-REP-PP001) *Is there a log book maintained in the department? Mark no if: - no documentation is available - if the following steps are not taken: Red ink for incidents If there are red ink entries, check investigations report 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: - 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: - no signatures found on log book - 3 discrepancies found in randomly picked 3 months of records
4.25 Investigation Report (SEC-REP-F001B). **Is an investigations report raised for any accidents / incidents on property? Mark no if: - no investigation takes place - any of the following steps are not taken: Reports are not serialized Reports are not type written Reports do not include time and date, location, personnel involved, injury and damage General Manager did not sign - reports did not include subsequent follow up actions / closure - 3 discrepancies found in randomly picked 3 months of record
4.26 Locker Checks (SEC-GEN-PP003). **Are locker checks conducted every quarter? Mark no if: - inspection not done for all lockers - signature of both Security / Operations Manager and HR Manager are not sighted
4.27 Handheld Radio (SEC-GEN-PP001). *Do Security Personnel use handheld radios with ear piece? Mark no if: - no radio with ear piece are used - any of the security personnel are not equipped as per P&P
4.28 Pocket Books (SEC-REP-PP001). Are all security staff issued with a pocket book? Mark no if: - no pocket book is issued - the book is not kept with the security personnel
4.29 Are the pocket books used according to P&P? Mark no if: - the pocket books are not used as per P&P - no numbered page - red ink not used for incidents - blue ink not used for normal - security officer's name is not on front of book - pages are torn - 3 discrepancies found in randomly picked 6 security personnel
4.30 Security Screening (SEC-GEN-PP004). **Is security screening performed at the security checkpoint (staff entrance) to the property? Mark no if: - no random bag check or body search is performed on at least 1 out of every 5 persons - security screening not performed according to the P&P procedures - not all persons are using the security checkpoint to enter or leave the property
4.31 Security Screening – Lobby (SEC-GEN-PP005). ** For properties operating under heightened security threat, is security screening performed at the lobby 24 hours a day? Mark no if: - no security screening is performed - no appropriate equipment used: metal detector, X-ray machine explosive trace detector - 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: - no record of training - equipment availability not established (rental or purchase): metal detector, x-ray machine, explosive trace detector - staff are not familiar with the procedures
4.33 Vehicle Search (SEC-GEN-PP006) ** For properties operating under heightened security threat, is a vehicle search performed? Mark no if: - no vehicle search is performed - no appropriate equipment used: undercarriage mirror, explosive trace detector - 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: - no record of training - equipment availability not established (rental or purchase): undercarriage mirror, explosive trace detector - staff not familiar with the procedures
4.35 Security Intelligence (SEC-GEN-PP007) **Is the property regularly updated with the latest security intelligence and information? Mark no if: - no contact with local police or industry peers - no awareness of terror threats, crime trends, pandemic diseases and inclement weather forecasts - information is not communicated to GM

05 FRONT OFFICE

5.01 General. *Does the department have a full set of Policies &Procedures Manuals? Mark no if: -the department does not have full set of P&Ps (FO, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not customised - P&Ps content page not signed off by GM
5.02 Training. *Does the department have training material? Mark no if: - the material has not been contextualised to be property specific - no training manual available - no OJT template
5.03 *Has training been conducted based on the training material? Mark no if: - no record of training conducted on file - the attendance record was not signed by both the trainer and trainee - no OJT conducted for new hires
5.04 *Is there a yearly training plan for the department? Mark no if: - yearly training plan is not submitted to Human Resources - 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). Are staff familiar with the VIP recognition program? Mark no if: - 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). 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: - there is more than 1 profile
5.12 Credit Card Pre-authorisation and Cash Deposit (FO-ARR-PP011) *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). 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: - 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). 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: - 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: - 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: - 3 discrepancies found in randomly picked 3 months of records
5.21 Check Out with Balance (FO-CAS-PP004). **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). 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: - 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: - any one of 5 records are outdated
5.27 Express Check Out (FO-CAS-PP009). Does the property have an Express Check Out process in place? Mark no if: - service is not provided - express check out box is not visible or in an easily accessible location
5.28 Luggage Recording, Storage & Release (FO-LUG-PP001). 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). 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). 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). *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). 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). **Is the quantity of Failsafe key cards cut in accordance to the P&P? Mark no if: Option 1 - Programmable Failsafe keycards - 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 Option 2 - Pre-programmed Failsafe keycards - 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: - not secured with dual sign-off by authorised personnel - 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: - keys are not renewed on an annual basis - no record of approved key issuance / renewal request document - 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: - no evidence of quarterly key inventory being done by SM / OM - no record of authorised removal of keys other than for the purpose of quarterly inventory or annual renewal - 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). **Is there a list/quantity of all key types pasted on the outside of the Key Press door? Mark no if: - the list is not laminated - the serial numbers on the list do not tally with the serial numbers in the Key Press - the total quantity and type of keys in a bunch does not tally with that indicated on the list
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: - documentation is unavailable - 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: - documentation is unavailable - 3 discrepancies are found in randomly picked 3 months of records
5.52 **Is the Key Press locked at all times? Mark no if: - the Key Press key is in the key hole - the Key Press is not locked and just closed
5.53 Managing Credit Card Information (FO-CAS-PP008) **Is PCI (Payment Card Information) compliance in placed? Mark no if: - all documentation related to credit card information is not password protected or stored in a secure location - credit card information is not removed from the email once payment has been successfully charged - credit card details are displayed in full anywhere in the system, registration cards or credit card slips

06 HOUSEKEEPING

6.01 General. *Does the department have a full set of Policies and Procedures Manual? Mark no if: - the department does not have full set of P&Ps (HSKP, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated /not contextualised - P&Ps content page not signed off by GM
6.02 *Does the department have training material? Mark no if: - no training material available - the material has not been contextualised to property needs - no OJT template
6.03 *Has training been conducted based on the training material? Mark no if: - no record of training conducted on file - the attendance record was not signed by both the trainer and trainee - no OJT conducted for new hires
6.04 *Is there a yearly training plan for the department? Mark no if: - yearly training plan is not submitted to Human Resources - yearly training plan is not signed off by the DH and GM
6.05 Briefing & Meeting (General) (HK-ADM-PP006). *Mark no if: - daily briefing for Housekeeping Supervisor is not conducted - daily briefing for Housekeeper / PA Attendant is not conducted
6.06 Key Press Procedures & Access Rights (A&G-KEY-PP001). **Are the MKC / SMKC/ FMKC locked in key press? Mark no if: - 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: - documentation is unavailable - 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: - documentation is unavailable - 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: - key is not returned to Security / Front Office at the end of business day - no keys movement record book is being used - 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: - the list is not laminated - the serial numbers on the list do not tally with the serial numbers in the Key Press - 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: - the Key Press key is in the key hole - 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: - no documentation is available showing movement - found 2 occasions of incomplete records in randomly picked 7 days of records
6.13 *Guest's Request for Loan Item. Is a request form raised to capture guest's detail (A&G-GEN-PP017)? Mark no if: - a request form is not used for loan items (A&G-GEN-F017A) - found 2 occasions of incomplete records in the past 6 months
6.14 *Guest Loan Items list is available? Mark no if: - listing of commonly rented items and pricing not available - 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: - no stock par level established - no requisition / issuance form (HK-CLC-F001A) by the Housekeeper
6.16 **Storeroom security. Mark no if: - storeroom is not locked and secured when unattended - storeroom door / lock damaged and not working properly
6.17 **Is the retrieval and return of the storeroom key duly documented? Mark no if: - no documentation available - 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: - no stock card system implemented - 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: - monthly inventory is not conducted - inventory report not signed off by Housekeeping Manager & GM in the past 6 months - inventory report is not submitted to Finance
6.20 *Is a summary listing of chargeable items available (HK-BRE-PP001)? Mark no if: - no summary listing is available - 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: - no Miscellaneous Charge Form used - 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: - waivers are not being practiced in accordance to established DOA - 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: - documentation is unavailable - 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: - 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: - no report is submitted - discrepancy found in report in the past 6 months
6.26 *Are the condemned items disposed of every quarter? Mark no if: - items are not disposed of every quarter (to sight past 12 months records)
6.27 Handling of Guest Laundry Services (HK-GLV-PP001). *Is the handling of guest laundry as per corporate P&P? Mark no if: - no check is performed to ensure items tally with guest count and for existing stains, tears and damage - 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: - housekeeping staff proceed to collect laundry bag even if there is no laundry list - housekeeping staff did not check with guest if there is no laundry list - housekeeping staff did not check the laundry list to ensure apartment number and guest signature are filled in - 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). *Is the issuance and receiving of linen to and from laundry contractor done as per policy? Mark no if: - soiled linen is not properly accounted for by linen contractor and taken out for washing - 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). **Linen Inventory is conducted bi-annually in accordance to corporate P&P? Mark no if: - linen inventory is not conducted bi-annually - finance is not involved in the process and there is no sign off by Finance - 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). **Is the uniform Inventory conducted once-a-year in accordance with corporate P&P? Mark no If: - uniform inventory is not conducted in the past 2 years
6.33 Issuance and receiving of uniforms (HK-UNI-PP004). *Is a uniform Log Book used to track the movement of the uniforms?
6.34 Lost & Found (A&G-GEN-PP016). *Are lost & found items documented in a timely manner (A&G-GEN-F016A)? Mark no if: - items are not documented in a timely manner - 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: - the following information is not captured date & time found place found detailed description of item name & signature of finder name & signature of receiver
6.36 *Are perishable items disposed of after 24 hours with proper documentation? Mark no if: - no documentation available - 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: - no documentation available - 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: - valuable items are not turned over to OM / MOD - 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: - no documentation available - GM's signature is missing - found 2 occasions of incomplete records in the past 6 months
6.40 Issuance of Package Pass (A&G-GEN-PP011). *Is the Package Pass being used as per corporate P&P? Mark no if: - no approval and sign off by DH recorded in the past 6 months
6.41 Apartment Discrepancy Report (HK-REP-PP001). *Is the Apartment Discrepancy Report printed daily? Mark no if: - 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: - 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: - verification documentation not available from the past 3 months
6.44 Apartment Standard set-up (HK-APT-PP003). *Standard Apartment Set-up in accordance to the Standard Apartment Checklist? Mark no if: - apartment set-up is not as per check list - 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: - no checklist being used for check-in apartment inspection - room inspection is not done in the past 3 months
6.46 Welcome Amenities (HK-APT-PP004). *Are welcome amenities placed in arrival apartments as per P&P? Mark no if: - items not per Fraser standard - items are not in good conditions - 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). **Is the CARE programme being followed as per corporate P&P? Mark no if: - CARE Program schedule is not in place - is not conducted at least once a year - CARE programme checklist not signed off by the two DH (HSK/ENG)
6.49 Defects Reporting ( HK-MTE-PP002). *Is the defects reporting done as per corporate P&P? Mark no if: - all reported defects are not properly recorded, relayed to the right dept and followed through. Information to be captured: - date & time the call was received - location of defects and what is the defect(s) - caller who relayed the defect(s) - relayed to (Engineering Staff) - 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). When entering a guest apartment does the housekeeping staff follow P&P? Mark no if: - housekeeping staff does not ring the doorbell and announce "housekeeping", wait for ten (10) seconds and repeat two (2) times - 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: - 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: - 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). *Is the handling of a Do Not Disturb (DND) apartment in accordance to the corporate P&P? Mark no if: - housekeeping staff rings the doorbell or knocks on the door of apartment with a DND sign - 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 - housekeeping did not physically check the status of the apartment if nobody answered the telephone
6.55 Pillow Menu (HK-GEN-PP007). Is there a Pillow Menu Service established?

07 ENGINEERING

7.01 General. *Does the department have a full set of the Policies and Procedures Manual? Mark no if: - the department does not have full set of P&Ps (ENG, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not contextualised - P&Ps content page not signed off by the GM
7.02 Training. *Does the department have training material? Mark no If: - the material has not been contextualised to property needs - no training manual available - no OJT template
7.03 *Has training been conducted based on the training material? Mark no if: - no record of training conducted on file - the attendance record was not signed by both the trainer and trainee - no OJT conducted for new hires
7.04 *Is there a yearly training plan for the department? Mark no if: - yearly training plan is not submitted to Human Resources - yearly training plan is not signed off by DH and GM
7.05 Key Management (A&G-KEY-PP001). *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: - documentation is unavailable - 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: - documentation is unavailable - 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: - the list is not laminated - the serial numbers on the list does not tally with the serial numbers in the Key Press - 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: - the key to key press is in the key hole - the key press is not locked and just closed
7.09 Lift Rescue (CMM-EMG-PP026). **Rescue of trapped passenger inside lifts policy & procedure in place? Mark no if: - no localised procedure - no sign off by GM / OM for above mentioned incident report if any - no training record
7.10 Drawings (ENG-ADM-PP001). *Are as-built drawings available on file with the Engineering department head? Mark no if: - no drawings available - drawings are worn out and illegible
7.11 Engineering Logs (ENG-ADM-PP002). *Does the department maintain an operation log book? Mark no if: - no log book is maintained - no acknowledgement by each shift and Engineering DH - log book not retained for 3 years
7.12 Maintenance Records (ENG-ADM-PP004). **Does the department maintain equipment maintenance records / history? Mark no if: - no maintenance record / history is evident - each major equipment does not have a file to record maintenance
7.13 Equipment Data, Inventory & Manuals (ENG-ADM-PP007). *Does the Dept have MEP equipment register / inventory & service manuals?
7.14 Utility (ENG-ADM-PP009). *Does the property maintain monthly utility records? Mark no if: - utility records are unavailable - not been signed off by Engineering DH - incomplete or illegible
7.15 Environmental (ENG-ADM-PP010). *Does the property have an environmental committee in place? Mark no if: - no committee is in place - no minutes available from regular meeting in the past 3 months - GM not signed off on annual environmental plan formulated by the committee
7.16 License & Permits (ENG-ADM-PP011). *Does the Department maintain updated Engineering Operating Licenses Register? Mark no if: - no updated register is maintained - there are expired licenses - no photo copies of the licenses
7.17 Permit to Work (ENG-ADM-PP012). *Is the permit to work being implemented? Mark no if: - permit to work is not being implemented - details are incomplete or illegible found in sample of past 3 permits
7.18 Tools (ENG-EQU-PP001). *Tools issuance policy and procedure in place? Mark no if: - no localised policy and procedure in place for tools issuance - personal tools issue record not available - no documentation available showing tool movement if shared
7.19 Store control (ENG-INV-PP001). *Is monthly inventory conducted at least 3 days before month end with inventory report? Mark no if: - monthly inventory is not conducted - inventory report not signed off by Engineering DH in the past 6 months - inventory report is not submitted to Finance
7.20 Issuance of materials (ENG-INV-PP002). *Is Stock Issuance / Control carried out? Mark no if: - no requisition / issuance form (ENG-INV-F002A) - 2 stock cards not updated / does not tally with stock issuance record
7.21 Maintenance (ENG-MTE-PP001). *Is a maintenance work order system in place and functioning? Mark no if: - work order system not being used properly - MWO is not summarized and analyzed monthly
7.22 Checking the apartment (ENG-MTE-PP004). *Apartment rooms readiness for arrivals policy and procedure in place? Mark no if: - apartments are not checked prior to arrival of long stay guests - no documentation supporting pre-arrival check
7.23 Preventive Maintenance schedule (ENG-MTE-PP003). **Does the Engineering DH have a plan for maintenance of engineering machinery and equipment? Mark no if: - no annual maintenance plan - no documentation
7.24 **Does the Engineering DH have a plan for maintenance of public area & BOH? Mark no if: - no annual maintenance plan - no documentation showing maintenance taking place
7.25 Preventive Maintenance (ENG-MTE-PP005). **Is the Engineering annual CARE program in place? Mark no if: - no documentation in place - lack of coordination between housekeeping and engineering - no sign off from the GM for completed rooms monthly
7.26 Daily routine - M&E Plant & Equipment (ENG-MTE-PP006). *Does the engineering staff perform daily rounds of the property? Mark no if: - no checklist of daily rounds available - 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: - not clean, has excess debris and used as storage - no fire extinguisher present - oil leaks, water and dust build up found - plant room not locked - 3 discrepancies are found in plant room entry log / record
7.28 Plumbing (ENG-MTE-PP006). *Are plumbing system maintenance records available? Mark no if any of the following (where applicable) are not available: - hot water plant, including daily hot water temperature log - swimming pool filtration system, including the daily water quality records. - grease interceptors (monthly) - hot water legionella prevention by raising temperature to minimum 60 deg Celsius for 24 hours for centralized hot water system only (monthly) - basement drainage pumping (ejector / diverter) system (quarterly) - basement sump pumps (quarterly) - basement/ground floor sewer drainage (annually) - water tank cleaning (annually)
7.29 Air Conditioning *Are air conditioning system maintenance records available? Mark no if any of the following (where applicable) are not available: - apartment units FCU servicing - public area & BOH FCU/AHU servicing - cooling tower water chemical treatment (bi weekly) - cooling tower maintenance (monthly) - chiller plant (monthly) - VRV system (monthly)
7.30 Ventilation *Are ventilation system maintenance records available? Mark no if any of the following (where applicable) are not available: - kitchen exhaust duct cleaning (annually) - laundry exhaust duct cleaning (annually) - main ACMV duct cleaning (by local legislation) - supply, exhaust & pressurization fans maintenance, including electrical controls
7.31 Electrical Are electrical system maintenance records available? Mark no if any of the following (where applicable) are not available: - elevators (monthly) - auto sliding/revolving doors (quarterly) - dimmer system (bi-annually) - emergency battery pack lights (bi-annually) - electrical sub distribution board (annually) - electrical main switchboard (annually) - lightning protection system (annually) - electrical grounding system (annually)
7.32 Extra Low Voltage *Are ELV system maintenance records available? Mark no if any of the following (where applicable) are not available: - emergency public address system - building automation system - electronic door locks - panic alarms - gas leak detection system (quarterly) - MATV system (annually)
7.33 Kitchen & Laundry Equipment. Are the kitchen and laundry equipment maintenance records available? Mark no if any of the following is not available: - main kitchen equipment - centralised laundry equipment (if applicable) - apartment kitchen appliances and laundry machines
7.34 Maintenance Contracts (ENG-CON -PP001). **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: - fire alarm system - sprinkler / hose reel / wet risers systems - FM200 fire suppression system - kitchen hood wet chemical fire suppression system - emergency generator - lift, escalator, dumbwaiter - gondola / personnel lift platform - air conditioning chillers / VRV system - heat pumps / hot water boilers - PABX - gym equipment
7.35 *Are the maintenance contracts administered per the P&P? Mark no if: - maintenance contract register is not up to date - assigned accompanying engineering technician not briefed on scope of work under the maintenance contract - service schedule not available - any 3 of the service reports are not acknowledged by Engineering DH or Executive
7.36 Emergency Generators (ENG-EME -PP001). **Are the property's generators checked on a regular basis? Mark no if: - “no-load” test not being done monthly - generators in bad condition - no documentation to show annual "load" test
7.37 Safety Lock Out Tag Out (LOTO) (ENG-EME -PP003). *Is safety lock out tag out being implemented? Mark no if: - LOTO tools are not available, ie. tags, pad locks, etc - no record of LOTO in log book
7.38 Fire Equipment Log (ENG-EME -PP004). **Is the Fire Life Safety equipment inventory available? Mark no if any of the following (where applicable) are not available: - portable fire extinguishers - smoke and heat detectors - fire alarm break glass / pull station and alarm bells - fire sprinkler flow switches - emergency PA speakers - fire hose reels - fire hydrants - battery pack emergency lights - fire escape battery pack exit signs - fire blanket - fire dampers - fire suppression system, such as FM200, Ansul, or equivalent - fire protection system for diesel fuel tank, LPG station
7.39 Fire Equipment Maintenance (ENG-EME-PP005). **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): - monthly fire alarm system test - monthly emergency PA system test - monthly fire pump test - monthly hose reel flow check - quarterly fire system interlock test record showing lift homing, automatic emergency public announcement, pressurization fans, etc. - quarterly checks on sprinkler control valves - quarterly check on the fire brigade breeching inlet

08 FOOD AND BEVERAGE

08 FOOD & BEVERAGE

8.01 General *Does the department have a full set of Policies and Procedures Manual? Mark No If: - the department does not have full set of P&Ps (F&B, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not contextualised - P&Ps content page not signed off by the GM
8.02 Training. *Does the department have training material? Mark no if: - the material has not been contextualised to be property specific - no training material available - no OJT template
8.03 *Has training been conducted based on the training material? Mark no if: - no record of training conducted on file - the attendance record was not signed by both the trainer and trainee - no OJT conducted for new hires
8.04 *Is there a yearly training plan for the department? Mark no if: - yearly training plan is not submitted to Human Resources - 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: - documentation is unavailable - 3 discrepancies are found in randomly picked 3 months of records
8.06 **Is the key press locked at all times? Mark no if: - the key to key press is in the key hole - 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: - no program in place - 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: - 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: - frozen meat (not below -12 deg celsius)
8.12 **Storage temperatures. Mark no if: - ice cream (not between -8 to -2 deg celsius)
8.13 **Storage temperatures. Mark no if: - chilled fresh meat / fish (not 0 deg celsius)
8.14 **Storage temperatures. Mark no if: - thawed frozen meat (not 0 deg celsius)
8.15 **Storage temperatures. Mark no if: - 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: - no documentation available
8.17 **Are food products held or sold past expiration dates? Mark no if: - 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: - 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: - 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: - chefs are not using gloves - 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: - cutlery is dirty or damaged - napkin is dirty or torn - 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: - buffet items are dirty and damaged - buffet items are missing or not working
8.28 *Is the restaurant floor clean and well maintained? Mark no if: - if floor is dirty and wet - if carpet is stained and worn out
8.29 **POS User Access Matrix available and in place. Mark no if: - 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

9.01 General. *Does the department have a full set of Policies and Procedures Manual? Mark no if: - the department does not have a full set of P&Ps (S&M, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not contextualised - the P&Ps content page is not signed off by the GM
9.02 Briefing and Meetings (S&M-ADM-PP001). *Does a weekly sales meeting take place? Mark no if: - no weekly meetings taking place - minutes are not taken (sight past 12 months) - 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: - info on Top 20% accounts not shared - no forward action plans shared
9.04 Goals Setting for Sales Team (S&M-ADM-PP002). **Do sales staff have clear KRAs & monthly target to achieve? Mark no if: - no targets (sales activities and revenue targets) - no monthly reviews to check progress - no cross-sell and new accounts targets
9.05 CRM Database Maintenance (S&M-CRM-PP001). **Are all sales activities input in the CRM and reviewed by the DOSM during the weekly sales meeting? Mark no if: - info is not part of the sales minutes - opportunities (cross-sell and new business) are not included - CRM is not updated weekly (check 5 random sales activities) - CRM ID not updated into PMS profile (check 5 profiles)
9.06 Approval on Rate Chart (S&M-CRM-PP002). **Is the Rate Chart prepared per corporate office guidelines? Mark no if: - rate chart not available - rate chart is not signed off by GM & DOS - rate chart not per corporate format
9.07 **Are rate changes authorized per DOA? Mark no if: - no documented acknowledgement of rate acceptance from clients - deviation of corporate rates from approved rate chart was not endorsed per DOA signatories - 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: - S&M team does not know about Frasers’ Global KAM accounts, booking procedures & perks extended (check with 3 staff) - 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). *Are contracts centrally filed? Mark no if: - corporate rates / wholesale contracts are not filed centrally - 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). *Are all barter agreements signed off by the GM? Mark no if: - GM does not sign off on all barter agreements (random check over past 12 months) - barter value not clearly indicated - validity of barter not indicated
9.10 Handling of Client Appreciation Events (S&M-SAL-PP003). **Are there concerted efforts done to recognize the property’s top 20% customers including global KAM accounts? Mark no if: - there isn’t a min. of 4 events annually - no attendance list found in respective event’s file - no post-mortem done for client appreciation events and no documentation
9.12 Reports (S&M-REP-PP001). **Is the Market Segmentation Forecast report prepared as per policy? Mark no if: - report is not consistent with corporate standards - monthly forecast not submitted by 21st of each month - 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: - no similarities of strategies found in monthly BSC submission of key market segments compared to approved annual plan - DOSM could not explain reasons for deviations - rates not in accordance to what has been approved

10 RESERVATIONS & REVENUE MANAGEMENT

10.01 General *Does the department have a full set of Policies and Procedures Manual? Mark no if: - the department does not have a full set of P&Ps (Reservations & Revenue Mgmt, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not contextualised - the P&Ps content page is not signed off by the GM
10.02 Telephone Etiquette (S&M-RES-PP002). *Reservations Call Audit. Mark no if: - line was not answered within 3 rings - no standard greeting - no introduction of room types when selling - did not recap booking details - did not send hotel confirmation letter - did not thank caller for calling
10.03 Data Entry for Guest Name (S&M-RES-PP006). Are guest names input in the correct fields? Mark no if: - name was not keyed in full - first and last names not keyed in according to P&P
10.04 Market Segmentation (S&M-RES-PP010). *Are the reservations tagged to the correct market segment in the PMS? Mark no if: - reservation not tagged correctly - market segment used not per corporate standard
10.05 Standard Rate Codes (S&M-RES-PP005). *Availability and rate checks on all channels. Mark no if: - if rates and availability on 3rd party sites are not on brand website - best flexible rates are not available for the following 365 days
10.06 Pre-Arrival Check (S&M-RES-PP012). *Did reservations perform pre-arrival checks as per corporate P&P? Mark no if: - standard information not input correctly - incorrect guest name format - no update on Fraser World member tiers and numbers - incorrect billing instruction - incorrect rate codes & market segment - incorrect leasing names - data is missing and no supporting documents available for the reservation - duplicate reservation made
10.07 Handling of Long Stay Bookings (S&M-RES-PP015). Are rental discrepancy forms raised by sales persons for any rate deviations? Mark no if: - 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). *Reservations emails are being handled in a professional manner by way of the following: - all emails are handled within 24 hours of receipt - emails are being attended to after hours by the Front Office team
10.09 Handling of Cancellations (S&M-RES-PP018). *Does the property have a clearly defined cancellation policy? Mark no if: - cancellation policy not available - if policy not being followed - 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). *Did reservations follow up with the company / travel agent by sending an email for any no-shows? Mark no if: - no evidence of emails or follow up done
10.12 Reservations via OTAs (S&M-RES-PP020). *Is there rate parity between the brand website and all OTA channels (eg: Agoda.com, Booking.com, CTrip and Expedia.com)? Mark no if: - no parity with brand website
10.13 Handling of Traces/Flags (S&M-RES-PP016). Was the trace/flag report printed every day? Mark no if: - not printed everyday - requests not shared with relevant department
10.14 Data Entry for Company and Travel Agent profile (S&M-RES-PP007). 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: - travel agent is entered under company profile - T/A fields are used to enter sales managers name or account
10.16 Revenue Meeting (SM-REV-PP001). *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

11.01 General. *Does the department have a full set of Policies and Procedures Manual? Mark no if: - the department does not have a full set of P&Ps (Human Resource, A&G, Crisis Mgmt) - the P&Ps are incomplete / outdated / not contextualised - 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; - Code of Business Conduct - IT End User Computing Policy and - Whistle Blowing Policy Are the rest of the 9 corporate governance made available to all staff? 1.Anti-Bribery Policy 2.Competition Act Compliance Manual 3.Documents Management and Retention Policy 4.Enterprise-wide Risk Management Policy 5.External Directorship & Forms 6.Group Communications Policy 7.IT Security Policy 8.Personal Data Protection Policy, and 9.Policy for Disclosure and Approval of Purchase of Property Projects of FCL Group Mark no if: - there is no record of employee acknowledgment - all corporate governance policies are not made available to all staff (online or hard copy)
11.03 Manpower Planning (Recruitment Policy 2.2). *Is the monthly manpower report filed in the HR department? Mark no if: - No report is submitted to corporate office via monthly FH reporting platform e.g. BSC
11.04 Recruitment (Recruitment Policy 2.2). *Does the property raise the proper documents to seek approval for additional headcount? Mark no if: - No approval from Corporate HR EXCO paper for additional headcount (Owned Property) - No approval for additional headcount (Managed Property)
11.05 Job Description (Job Description & Evaluation Policy 2.1). *Is a job description available for all positions? Mark no if: - job description is incomplete - job description is not contextualized to property's operations
11.06 Selection (Selection Policy 2.3). *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). *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). *Is the Salary Proposal approved by the GM or delegated staff member?
11.09 Recruitment (Selection Policy 2.3). *Is the Letter of Employment signed by the GM? (For Singapore properties, the Letter of Employment is signed by HRD for executives and senior HRM for non executives)
11.10 Orientation. *Does the property conduct orientation program for corporate company background and Fraser's Service Training? Mark no if: - no orientation programs - no attendance records
11.11*Does the property conduct induction / OJT? Mark no if: - no induction / OJT programs - no attendance records
11.12 *Are the grooming standards clearly communicated to all employees?
11.13 Training. *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. *Does the property have an overall training plan? Mark no if: - corporate training requirements are not in the plan - 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. 11.17 **Are employees’ personal files stored in a secured area? Mark no If: - 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. **Are the contents of the Employee Handbook made known and available to all employees? Mark no if: - employee acknowledgement of handbook (hardcopy or online) not present
11.22 Employee Communication (Notice Board 10.4). Does the property have a staff notice board? Mark no if: - notice board not available. - information on notice board is outdated
11.23 Employee Relations. *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). *Is a recognition and reward program for employees in place?
11.26 Employee Facilities (Staff Cafeteria Policy 13.3). *Is the cafeteria / staff area clean and well maintained? Mark no if: - the cafeteria / staff area is dirty and in poor condition
11.27 Disciplinary and Grievance Handling (Policy 11.1). **Does the property have the Disciplinary and Grievance Handling policy? Mark no if: - no policy is in place - 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). *Does the property issue a confirmation letter as per corporate office P&P?
11.31 Performance Management (Performance Appraisal 5.2). *Is proper performance appraisal conducted yearly? Mark No if: - no proper performance appraisal form is being used - 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: - training need analysis not conducted - training need not signed off by employee and department head
11.33 Performance Management (Annual Increment Policy 6.2). **Is there proper approval for Promotions, Annual Increments / Variable Bonus (AIVB) payouts? Mark no if: - no authorised approval on the AIVB worksheet
11.34 Salary Adjustments and Promotions (Annual Increment Policy 6.2). *Is there a letter issued to employee on their promotion and AIVB?
11.35 Resignation/Termination (Termination & Resignation 3.4). *Does the property have copies of resignation & acceptance of resignation letter? Mark no if: - no resignation letter on file - no acceptance of resignation letter
11.36 Does the property have an employee clearance checklist? Mark no if: - no checklist being used - information on the checklist is incomplete
11.37 Resignation/Termination (Exit Interview & Follow Up 3.5). Does the property conduct an exit interview for all leaving employees? Mark no if: - no exit interview documentation for all employees
11.38 Payroll. **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: - payroll has access to create and edit employee data
11.39 Acceptance & Declaration of Gifts (Policy 11.7). *Do staff declare all gifts (of any form or monetary value) to their Department Head and HR? Mark no if: - 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. *Are there clearly defined access rights given to users to access the HR system? Mark no if: - 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: - there is no record of annual review of user access rights
11.44 Voices of Frasians - VOF (Policy 10.2). **Does the property participate in VOF and follow up to address issues surfaced from the VOF? Mark no if: - no records of follow up actions to resolve issues surfaced from the VOF - no record of action plan submitted to Corporate HR
11.45 Retirement and Re-employment (Policy 3.6). **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

12.01 Is the uniform well-fitted and in good condition? Mark no if: - sleeves, skirt, pants are too short - uniform is faded - with hanging or missing buttons - not well-ironed
12.02 Do all staff wear name tags? Mark no if: - name tags are scratched - staff found without name tags - name tags worn on the wrong side - name tags worn slanted
12.03 Do all staff wear a lapel pin? Mark no if: - any staff seen without lapel pins - 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: - 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: - any staff seen wearing excessive hair accessories - 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: - any staff found with fringes falling forward - any staff found with untied hair when below shoulder length - 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: - any staff found with hair length below the shirt collar - any staff found with side burns longer than halfway down the ear - any staff moustache not neatly trimmed
12.08 Do staff adhere to the corporate P&P on grooming of nail-care? Mark no if: - any female staff seen wearing unnatural nail colors - any male staff keeping long finger nails
12.09 Do staff adhere to the corporate P&P on wearing of shoes? Mark no if: - any staff not found wearing plain black shoes or shoes provided by the property - 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: - any staff not wearing skin coloured stockings or stockings provided by the property - 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: - any staff wearing coloured contact lenses - any staff wearing sunglasses (unless prescribed for medical reasons)

13 TELEPHONE ETIQUETTE

13.01 Answering Incoming Calls (A&G-TEL-PP001). Was the call picked up within 3 rings? Mark no if: - any 2 out of 6 calls did not comply
13.02 Was the standard script used when call was answered? Mark no if: - any 2 out of 6 calls did not comply
13.03 Transferring a call (A&G-TEL-PP003). Was the standard script used when call was transferred? Mark no if: - any 2 out of 6 calls did not comply
13.04 Taking a message (A&G-TEL-PP004). Did the staff followed corporate standard when taking messages? Mark no if: - any 2 out of 6 calls did not comply
13.05 Terminating a call (A&G-TEL-PP005) Was the standard script used when ending a call? Mark no if: - any 2 out of 6 calls did not comply
13.06 Handling wake up calls (FO-GSS-PP005). *Was the morning call made as per corporate standard? Mark no if: - the call did not happen - the call was not on time - the call was not using standard script

15 SIGNOFF

14 SIGNOFF

Add signature
Comments (if any)

Frasers Hospitality Operations iPASS 18/19

Go digital today!

Convert your paper checklists into digital forms

01 MANAGEMENT

02 CRISIS MANAGEMENT

03 PROPERTY STANDARDS

04 SECURITY

05 FRONT OFFICE

06 HOUSEKEEPING

07 ENGINEERING

08 FOOD & BEVERAGE

Kitchen

Restaurant

Banquet (where applicable)

Room Service

Minibar

09 SALES & MARKETING

10 RESERVATIONS & REVENUE MANAGEMENT

11 HUMAN RESOURCE

12 GROOMING

13 TELEPHONE ETIQUETTE

14 SIGNOFF

Related checklists

Frasers Hospitality Operations iPASS 18/19

Free Frasers Hospitality Operations iPASS 18/19 Checklist

Go digital today!

Convert your paper checklists into digital forms

01 MANAGEMENT

02 CRISIS MANAGEMENT

03 PROPERTY STANDARDS

04 SECURITY

05 FRONT OFFICE

06 HOUSEKEEPING

07 ENGINEERING

08 FOOD & BEVERAGE

Kitchen

Restaurant

Banquet (where applicable)

Room Service

Minibar

09 SALES & MARKETING

10 RESERVATIONS & REVENUE MANAGEMENT

11 HUMAN RESOURCE

12 GROOMING

13 TELEPHONE ETIQUETTE

14 SIGNOFF

Related checklists