Title Page

  • Department Audited

  • Conducted on

  • Audited by

  • Name of Associate(s) Audited

Standards

  • Staff politely acknowledges the guest when appropriate and reasonably possible

  • Staff is highly articulate and avoids slang and excessive use of phrase-fragments

  • Staff is polite and maintains a gracious tone and appropriate pace throughout the interaction

  • Staff readily smiles and maintains an engaging expression

  • Staff makes eye contact and keeps focus on the guest

  • Staff exhibits a genuine sense of interest and concern for the guest**

  • It is not necessary to prompt staff, as they have anticipated all requirements and automatically provided or offered them**

  • Staff performs the requirements of their department knowledgeably and proficiently. Staff can capably answer questions about the entire hotel or obtains effective and prompt assistance

  • Staff consistently and respectfully personalizes interactions, addressing the guest in accordance with their preference, if known**

  • Staff closes interactions with polite, appropriate remarks

  • All staff encountered are wearing clean and well-fitted uniforms

  • Staff's appearance is consistent with the property style and demonstrates a strong sense of personal care and hygiene

  • Staff maintains alert posture and behaves professionally in view of the guest

  • Staff does not decline any request without offering appropriate alternatives**

  • The arriving guest is escorted to a chair, and set-up assistance is provided or offered**

  • Once the guest is seated, water is proactively provided or offered within five minutes

  • During a 90-minute period in warm conditions, some sort of complimentary refreshment is proactively passed by staff

  • It is possible to conveniently obtain drinks and snacks by signaling the attention of a staff member**

  • Drinks are delivered within 10 minutes

  • The pool area provides adequate sun protection measures, including shade options and sun protection products

  • Staff automatically offers at least two towels to each guest**

  • Soiled towels are stored discreetly**

  • The pool deck/beach exhibits a well-organized and professional appearance; vacated loungers and used serviceware are swiftly cleared

  • All chairs, tables, pads, towels and umbrellas are clean and in excellent condition**

  • All chairs, tables, pads, towels and umbrellas are of exceptional quality**

  • All conditions around the pool and beach area are clean and completely hygienic**

  • The guest is completely comfortable. There is adequate space and privacy. If children or groups of guests are present, it is possible to select chairs isolated from others**

  • The pool setting is distinctive and promotes a sense of place**

  • Restrooms are located within the pool/beach area**

  • If provided, restrooms are well-stocked, clean and well-maintained**

  • Poolside menu is available and offers an exceptional variety of food and beverages, including specialty items**

  • Poolside menu offers a variety of nutritionally focused options; dietary restrictions are considered

  • If available, poolside menu, check presenter and all service items are clean and in good condition. Menu is grammatically correct**

  • Food and beverages have a distinctive presentation**

  • All ordered items are fresh, flavorful and properly prepared

  • All ordered items are accurately served

  • The bill is accurate

  • The service is handled without excessive delays or interruptions

  • Menu offerings include sustainably sourced options*

  • Efforts are made to reduce single-use plastic*

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.