Information

  • Document No.

  • Audit Title

  • Client / Site

  • Conducted on

  • Prepared by

  • Location
  • Personnel

Hotel Structure/Appearance

  • Dense colorful flowers (seasonal) are planted at:

  • Grass cut & trimmed, landscape areas free of weeds & debris, trees & shrubs trimmed neatly in appearance

  • Parking lot and/or garage is free of trash & striping and lot in good condition

  • Parking lot and/or garage illumination is adequate

  • No lights are out on the exterior signage, in the parking lot, those that illuminate the exterior of the building, porte cochere lights or any exterior lights

  • Exterior walls of structure are clean & well maintained, painted and free of chips and streaks.

  • Swimming pool surface & pool deck surface not chipped, in good condition and clean. Depth markers are clearly marked.

  • Pool area has decorative hamper & towel rack with appropriate quality & quantity of towels

  • All pool rules signs are up & in good condition

  • Pool water clear & both pool & spa in proper working order.

  • If needed, any & all temporary signs in the hotel are professionally done, (I.e. not handwritten, on appropriate stationery or stock paper, etc.)

  • Public area surfaces that are painted are not chipped and in good condition. Entrance painted curbs are in perfect condition and free of marks. Do not paint any surface not previously painted.

  • No trash cans at front entrance/porte cochere

  • Windows at front entrance and lobby are clean and free of streaks from wipe cloth. Program in place to clean first floor windows each month, all exterior windows once a year and documented.

  • Front Porte Cochere paving and side walks free of stains and dirt, clean and in good repair, pressure washed weekly and documented.

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Front Desk / Bellmen

  • All front desk & bellmen in uniforms that all match including winter attire. In good condition, clean and not wrinkled. Name tag is part of uniform, not discolored or tarnished.

  • All managers have name tags w/first & last names. "Trainee" badges available for new employees.

  • All guests are greeted and acknowledged in the lobby zone and at the front desk in a timely manner.

  • VIP, franchise club members, & special request guests have their rooms pre-blocked in order to ensure quick check-in

  • All credit card guests get express checkout

  • Luggage Assistance if requested the request is accommodated in a timely & professional manner.

  • Wake-up call offered upon check in.

  • Wake-up call has script and you do not hear "dead air" on phone

  • A log is in place and current, documenting every guest receives a call-back after any request to desk, housekeeping, maintenance, etc. Call-backs occur within 15 minutes of request for service - Do not leave voice message.

  • No stools or chairs visible at the front desk, bell stand, restaurant cashier station, etc.

  • Check out / check-in quick, efficient & friendly

  • Property has a supply of at least five (5) feather pillows (foam as an alternate) available on hand.

  • "Par" - housekeeping supplies, linens, blankets, towels, wash cloths, amenities, pillows, toilet tissue, etc. at/behind Front Desk & service to the guest room takes no longer than 20 minutes.

  • Vans are clean, well maintained & painted; van log is in use and current

  • Remington Club certification in progress and up to date based on associate's tenure (Priority in first 120 day, Elite in first year of employment) FOM certified on Priority, Elite and Pinnacle, GM has knowledge of the program.

  • Lobby Ambassador Program in place as budgeted (Full service level 1, full service level 2, select service level 3)

  • FD Agent stay and learn checklist with room inspection signed by GM and kept in personnel file.

  • Associates and Managers with two way radio must have ear piece/head set

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Lobby, Front Desk, & nearby areas).

Fitness Center

  • Clock in place with correct time

  • All machines in working order

  • Decorative towel rack with rolled hand towel.

  • Water cooler w/ flat bottom clear cups inside

  • Proper room cooling / temperature

  • TV with proper programming & working remote on each piece of equipment. Head sets available. Wall tv's with closed caption.

  • Equipment is arranged attractively / adequate number machine / weights. Like items together.

  • Telephone with auto ring to front desk

  • Daily newspapers and/or magazines available

  • Approved Remington receptacle with cleaning wipes

  • Fitness Center available 24/7 with key access

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Housekeeping

  • All housekeepers/houseaides in uniforms that all match, including winter attire. (Name Tag is part of uniform) Uniforms are in good condition, clean, not wrinkled, name tag not discolored or tarnished aged.

  • Linen inventories at a 2.5 par level or higher

  • Lost & found book maintained, and lost & found items adequately labeled & secured

  • Key cards for room attendants adequately controlled

  • Bleach / bowl cleaners are NOT on room attendant carts

  • Bleached carpets, if any must be replaced (all areas)

  • Only approved Ecolab product on cart (Peroxide glass and surface cleaner, heavy duty bathroom cleaner, air freshener) Glass cleaner not to be used on furniture. 3 bottles total

  • No furniture polish in use.

  • Heavy duty bathroom cleaner to have a foaming nozzle or product is useless

  • New housekeeping carts are being used as designed, caddy is present for chemicals, 9 or 12 pocket caddy is present for amenities

  • On room attendant's cart vacuum rack is present and being used carts have bumpers.

  • Associates and Managers with two way radio must have ear piece/head sets.

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Guestrooms - 5 rooms inspected, All 5 rooms must be compliant to lose no points. One violation & full points are lost. *If more than 10 items have point deductions then automatic failure.

  • Hot water & high flow of water from shower heads no lime buildup on shower head

  • No excess caulk around tub or sink

  • Tub & sink drain quickly, sink and tub drain should be left open.

  • No cracked, poorly patched tubs or leaking faucets (tub & sink)

  • No discoloration in grout or caulking

  • No mirror desilvering or streaking from wipe cloth.

  • No mold or mildew on bath tile or anywhere in bathroom

  • No hair anywhere in bathroom, bed or living area

  • No cracks in sink, all chrome is bright & shiny

  • Tissue held in place by bathroom fan (fan works)

  • Carpet is vacuumed & free of debris; not rolled

  • No extra strings on carpet

  • No stains or burns on carpet

  • Iron and ironing board in place and in good condition.

  • TV programmed to be full screen.

  • Guest room doors self close and lock.

  • Walls, spreads, chairs, couches, etc. all clean & free of stains

  • If Hotel uses fitted sheets, they cover 100% of side of mattress & all beds have fitted sheets (unless brand standard is flat). Flat sheets if hotel has an ironer.

  • All scars & nicks on furniture are touched up

  • Mattress & box spring is in good condition and visibly appealing

  • All cords tied up & neat - except for bed phones, if cord is hidden

  • All dialed extensions & programmable buttons working properly on the phones

  • If it exists, second line & data port on phones in good working order

  • Remote works properly

  • Clock is set with correct time & alarm is off

  • TV has no fuzz on any channel, all stations are programmed with local & national call letters, all blank channels are programmed out, & no HBO channel, only HBO family allowed

  • No nicks in the wall vinyl or wall paint - must match

  • Proper number of skirt & regular hangers are in the closet (per brand)

  • U-bolts & U-bolt guards installed

  • Guestroom & bathroom doors have doorstops installed

  • All 3-way lamps have 3-way bulbs only. All guestroom bulbs are 100 watt or better & 1200 lumens or better

  • Electronic lock operates properly

  • Must have deluxe fitted bedpads which covers 100% of bed surface & wraps over edge of mattress (per brand)

  • If the property has LodgeNet or On Command, then the adult movie feature is unavailable for guest preview or purchase.

  • If the property has voice mail, instructions are printed on the telephone plate

  • No broken items in guestroom or guest bath

  • All lights work properly & no burned out bulbs

  • HVAC works properly and air filter in HVAC unit is clean and in good condition.

  • No disposable trash bags used in the guestroom

  • Mattress is rotated quarterly & the current quarter is shown on the bottom right hand corner of the bed. Pillow top mattresses should be rotated "top to bottom."

  • Guest room closet doors must open or slide easily

  • No visible signs of water leaks/stains on wall, floors, ceilings

  • No yellow or white pages in guest rooms, available at front desk. Directory, collaterals not soiled, or written on, placed properly.

  • Painted surfaces are not chipped and are in good condition

  • Bathroom lighting is good

  • High speed internet access is available and works in guest room

  • Phone has One Touch button (full service hotels) for all service needs (i.e. wake up calls, HK, guest request, except room service)

  • Guest Room Thermostat is working properly and is digital and properly set recommend 74 in summer and 68 in winter.

  • Toilet seat to be in down position

  • Room smells fresh and free of odor

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Public Area

  • Public restrooms are clean, attractive & in good working order.

  • No trash bags in public areas have excessive drape over the edge of the trash can (includes public bathrooms) Only approved Remington trash receptacles.

  • No peeling vinyl.

  • Interior walls clean & not scratched, dented or marked. All touch up painting on repaired walls & ceiling matches existing paint and is unnoticeable.

  • All lights working and are of consistent spec, especially in ceiling fixtures

  • Carpets are free of stains & debris & not rolled

  • No visible signs of water leaks/stains on wall, floors, ceilings

  • All interior staircases are clean, painted & attractive

  • Exterior sidewalks in good condition

  • Lobby elevators are clean, well-lit, sides are not scratched or chipped, stone/tile floors not broken, all floor buttons are working & lit, no carpet stains, elevator tracks are clean and free of debris.

  • No silk or artificial plants flowers anywhere.

  • All interior signage uniformed and according to interior signage design

  • No signage or promotional frames in guest elevators

  • Lights in the public area, fitness centers, vending, guest laundry and restrooms should not be on a switch and on at all times.

  • All public area TVs should be on closed caption

  • No welcome mats or any type of mats in the interior of hotel. Brand approved mats are acceptable only on the outside of entrances.

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Food & Beverage

  • Breakfast experience, quality of food and breakfast buffet presentation up to standards.

  • Cleanliness and condition of restaurant and bar.

  • Kitchen hoods are clean and a program is in place to clean the hoods.

  • All F&B in uniforms that all match, including winter attire. Clean, not wrinkled, name tag not discolored or tarnished or aged. (Name Tag is part of uniform)

In Room Dining

  • Order taker states the time of day when the delivery will be made

  • Order arrives on time or early

  • Log in place & current documentation that guest receives a call back within 5 mins of delivery

  • All orders have water

  • Beverages covered with proper sized Stan caps not Saran Wrap

  • Tray includes fresh flowers not silk, proper utensils, condiments, and tray is in compliance with brand and Remington standards.

  • All in room dining menus must have in room dining extension listed on each page

  • Pictures of standard tray setup per meal period in kitchen near dining room area

  • Card included on tray which asks guest to call extension indicated for tray pick up

  • Proper script for in room dining order takers hung in plain view near phone

  • In room dining service experience includes reviewing menu items and condiments delivered to guest

  • In room dining trays are always absent from guest view in corridors (verified by every shift checklist)

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (Exterior, Pool, Concierge Lounge, Vending Room, etc.)

Kitchen:

  • Seals around kitchen refrigerator and freezer are in good condition. No leaks or ice forming and temperature is maintained at proper degrees

  • Kitchen is clean and equipment is in good repair

  • Sanitation practices are evident and in use (i.e. hand washing sink)

  • Bottle of liquor distinctly marked

  • Adequate Security over all storage areas in Food & Beverage Department.

  • Storage Areas arranged for efficient stock control.

  • Requisition or bottle for bottle used for the issuance of liquor

  • Drink portion controls properly maintained in the bars.

  • Friendly greeting by the breakfast attendant in a timely manner..

  • No old or not usable food and beverage products carried on F&B inventory.

  • Food safety practices in place, review the last health department inspection report and " or Brand QA " report.

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (All F&B Areas, including Front & Back of the House)

Preventative Maintenance

  • All maintenance in uniforms that match, clean, in good condition, name tags in good condition (optional can be embroidered if OK by brand)

  • Detailed PM sheets are maintained correctly for guestrooms, corridors, ballrooms, restaurants, lobbies & all rooms completed quarterly. Deficiencies found, noted, and completed.

  • Detailed PM sheets are maintained correctly detailing key procedures for all mechanical equipment to include guest room HVAC, boilers, chillers, air handlers, roof top units, water treatments, heat exchangers and elevators (as scheduled).

  • Carpet steamed cleaned professionally by an outside vendor guest rooms / corridors every 120 days, restaurant and lobby every month, meeting rooms every 90 days, carpet spot cleaned and maintained between cleaning schedule. (No in house steam / carpet cleaning).

  • GM to walk with C.E. & Exec Hskpr making 5 PM inspections per week plus all public areas, meeting rooms, restaurants, & associate break areas (with documentation of action lists written, scored and signed PM's for last 60 days).

  • All public area hard surface flooring in attractive & good condition

  • GM Inspections - written, scored and signed-20 per month if above the Brand Average - 20 per week minimum if below the Brand. If below the Brand Average - all room PMs are inspected by the GM

  • Marble professionally honed once a year or more often as needed basis

  • Associates and Managers with two way radio must have ear piece/head set.

  • Regardless of PM sheets, Condition of all mechanical equipment (guest room HVAC units, boilers, chillers, air handlers, roof top units, elevators, etc.) appear to be in good working order.

Safety/Security

  • If contract security, current insurance certificate on file

  • System & logs in place to control issuance of submaster & master key

  • Front desk requires valid ID before issuing duplicate key to guest.

  • Written MOD Manual/Procedures in place & being followed

  • All exterior doors are locked or have electronic locks allowing only Guest Key Card access after 10:00 PM with exception of Front Lobby doors.

  • Contract security only in the approved Select Service hotels.

  • Cameras (Okay behind the front desk if monitored or recorded. The others are in the back of the house and must be recorded. No dummy cameras are present).

  • Emergency Evacuation Plan in place & documented

  • Semi-annual fire drills conducted & documentation maintained

  • Property has an overall feeling of security

  • Water / Gas cutoffs are marked and associates trained as to their location.

  • Carbon monoxide monitors in pre determined locations, mechanical rooms, storages and rooms.

  • Miscellaneous

Banquet/Meeting Rooms

  • Banquet Associates in appropriate uniform. In good condition, clean, not wrinkled, name tag is not discolored or tarnished or aged. (Name Tag is part of uniform)

  • Coffee Breaks are properly stocked, tidy & attractively displayed

  • Serving utensils are silver or stainless steel (not plastic)

  • Banquet chairs are free of stains, holes, tears

  • Sustainable meetings, metal top tables in use. Refresh station in use. No mix of metal top linenless and linend tables in the same meeting space. Touch up kits for tables available and associates are trained how to use.

  • All lights are in working order

  • Every meeting room has a telephone that rings directly to the operator or a label indicating "dial 0 for operator"

  • Meeting rooms have an attractive sign that displays the name of the group occupying the space or if empty, the property logo sign

  • Meeting rooms not in use are set and not empty and in a "showable" condition (i.e. set-up in theatre, rounds, etc.)

  • The banquet department is reachable via radio during business hours

  • Associates, Managers with two way radio must have ear piece/ head set.

  • Number of approved banquet houseman are the same as the most recent payroll. This is an automatic failure

  • Miscellaneous

  • Overall appearance, atmosphere, cleanliness & condition of this area is inviting & appealing to guests (All F&B Areas, including Front & Back of the House)

Corner Pantry, If Applicable

  • Shelves well stocked & properly fronted, large family size bags of chips, pretzels and jars of salsa are stocked on the shelves.

  • Adequate selection of toiletry items

  • The overall appearance of the pantry is attractive & appealing (strong sense of retail)

  • "Daily Prepared Item" (sandwiches/salads) are dated, attractively presented & available or meal alternatives offered 24/7 (i.e. frozen entrees/lunchables)

  • Prices are visible to all guests in the Pantry

  • All equipment in good condition & working order

  • Miscellaneous

Best Practice and Guest Experience

  • Describe Hotels POD (point of Distinction

  • Associates talk about it at check in , in restaurant during site visits, ETC,

  • Evidence of POD story at the front desk, restaurant and bar.

  • Used as part of welcome amenities.

  • Used as part of sales and marketing collaterals.

  • Is Operations Performance entire process used as "how to" tool to achieve Guest Service Driver?

  • Review last brand QA evaluation and ranking

  • YTD brand service ranking:

  • Top 25%

  • Top 50%

  • Your own service observation during visit

  • Review hotel's current service action plan

  • Based on above observation and evaluation if needed assist hotel with service action plan

  • Verify lobby beverage program is in place as well as the lobby ambassador program during breakfast and key check-in/check-out times with a posted leadership team schedule. Beverage station positioned near front door and front desk.

  • Web sites(s) are up to date with latest pictures and information.

  • Associate Cafeteria/Break room, if applicable, brightly lit, exceptionally clean, with no signs of wear or decay on floors, walls, ceilings, or equipment. Food is approp. Temp., good variety & of excellent quality. Wall must contain poster of 5 Remington Drivers, Fair Treatment & Harassment Policy. Inspector must eat 1 meal in cafeteria. If no cafeteria there should be a clean place set aside for associates to eat lunch & take breaks.

  • Use of guest name.

  • CARE Committee program in place

  • Guiding principles posted along with 5 Key Drivers.

  • One touch call - Full Service hotels -1call from guest room phones, expedited & follow up -100% log at front desk

  • Storage containers are not allowed to be used at all hotels except San Diego Sheraton during refresh/renovation

  • MOD with a two way radio must have ear piece/head set.

  • Hotels should not decorate for any specific holidays, during Christmas season an artificial tree can by displayed and decorated but no other decoration allowed. Never penetrate wall, vinyl with nails, pins, tacks, ETC.

  • Miscellaneous

Miscellaneous Items and Observations

  • Management is dressed professionally and in accordance with their position.

  • Public area and throughout the hotel are free of dust.

  • Mechanical and storage rooms clean and organized.

  • Back loading dock and dumpster area cleanliness.

  • Admin office neat, clean, organized, good repair, presentable to public.

  • Morning standup/huddle meeting conducted.

The templates available in our Public Library have been created by our customers and employees to help get you started using SafetyCulture's solutions. The templates are intended to be used as hypothetical examples only and should not be used as a substitute for professional advice. You should seek your own professional advice to determine if the use of a template is permissible in your workplace or jurisdiction. You should independently determine whether the template is suitable for your circumstances.