Guest Experience & Quality Manager Checklist

Checklist

Guest Experience & Quality Manager
Conducted on
Attend the SOM and HODs daily briefing and get updated on Site daily Operation.
Check previous Day End Reports -FO, HK, Maintenance, Guest Complaints, Missing & Damaged item reports, Incident Report if any.
Visited the property based on the propriety priority points if any / if not, visiting the property according to the management roaster.
Conducting a property inspection tour of the entire facility for appearance, safety, staffing, security, and maintenance; GE49 Checklist.
Attended the FO department briefing and highlighting the audit check list points.
Attended the Housekeeping department briefing and highlighting the audit check list points.<br>
Attended the the Laundry department briefing and highlighting the audit check list points.
Interacting with guests throughout the property to obtain feedback on quality of our service and preparing a report.
Monitoring the Hotelogix open Tickets?
Ensure all guest complaints are resolved efficiently in a timely manner without escalation to the higher management. Alert SOM if there is a major issue that needs their involvement.
Following up with all the cases of guest complaints and ensuring that the corrective measures are taken and implemented.
Have a mid-day briefing with SOM and HODs to ensure that the workflow in all properties goes well.
Monitoring the priority points for the other properties and visit them if needed.
Engage closely with line staff and ask for their operational challenges.
Ensure that all storages (Lost & found, luggage) log books are updated and there is no discrepancies.
Property Details
Location
Private Signage in English and Arabic in format
Business WhatsApp set up in smartphones and laptops of Reception and user guidelines are in use.
4 approved QR codes are displayed at the Reception with logo of Residences Managed by Accor.
Check ALL the forms and documents used in Operation and make sure that ALL have Residences Managed by Accor Logo.
Unit Key tagging with Key Cabinet
PMS access for team members
QR code placed in the units

RECEPTION Quality Standards

CHECK IN - STANDARDS:

Was the guest helped immediately or if a queue was present was, he/she positively acknowledged with hand or facial gestures within 1 minute of approaching the desk and helped within 2 minutes?
Did complete registration process take no more than 5 minutes from the time of joining the queue
If a queue was present was the guest helped within one minute of joining it?
Was the room type, special requests (e.g. smoking preference) and departure date reconfirmed and where all details correct?
Was the room ready by the advertised check in time?
If the room was not ready on arrival was an estimated time provided and was the guest kept informed accordingly (e.g., via mobile, in person) with the room provided by the estimated time? Or did the employee offer the guest access to the facilities (e.g., luggage storage, Wi-Fi, etc.)?
Did the employee provide verbal directions to the elevators and allocated room?
Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
Were employees well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
Did the employees engage in a well-paced, natural (no scripted, jargon/slang free), friendly and interested manner?
Did the employee use the guest's name naturally and discreetly without overusing it?
Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about other the hotel facilities or immediately offer to find out the information required?
Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest?
Did the employee adapt to a changing situation and/or guest's need?
Did the employee make every effort to meet the guest's requests or offer a suitable alternative
Did an employee personalize the interaction in any way and engage the guest as an individual?
Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e., the guest should not have to repeat themselves)?
Did employees maintain alert postures and respect the guest's presence when interacting with each other?
Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?

CHECK OUT - STANDARDS

Were employees well-groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges?
Was the guest helped immediately or if a queue was present was, he/she positively acknowledged with hand or facial gestures within 30 seconds of approaching the desk?
If a queue was present was the guest offered assistance within one minute of joining it?
Did complete check out take no more than 3 minutes from the time of joining the queue?
Did the employee actively listen and maintain eye contact, giving the guest their undivided attention (i.e., the guest should not have to repeat themselves)?
Did the employee collect the key from the guest with a proper manner?
Did the employee ask at any point if the guest had enjoyed their stay?
Did the employee inform the guest about the survey?
Did the employee offer a sincere farewell at the end of the interaction?

HOUSEKEEPING Quality Standards

BEDROOM/APPARTMENT

Unit No.
Were the carpet/tiles/wood flooring clean and free of stains?
Were all walls, doors, baseboards clean and free of scuffs (i.e., not noticeably scuffed in several places)?
Were ceilings and vents clean and free of any dust?
Was the room at a comfortable temperature on arrival and free of Odor?
Was the bed valance/skirting neatly arranged and clean (if applicable)?
Was the headboard clean and in good repair?
Was the bed made with clean linen, which was free of stains or tears?
Were the bedspread/duvet/blankets/scatter cushions/bolsters clean?
Was all upholstered furniture clean and free of stains?
Were all the furniture surfaces clean and dust/smear free?
Were all the picture/door/mirror frames clean and dust free?
Were all the windows/mirrors/chrome/metal surfaces clean and free of smears?
Were the curtains/voiles/shutters/blinds clean and properly fitted?
Was the wastepaper basket clean and in good condition?
Were all light fixtures in the bathroom and bedroom working properly and were they clean and dust free?
Was the balcony clean, swept and all balcony furniture clean and set up (weather permitting)?
Were the wardrobes/drawers clean and free of any scuffs, dust or debris?
Was the television clean and correctly tuned in?

BATHROOM:

Was the bathroom completely Mold free?
Were the floor, walls, doors and ceiling clean?
Was the shower, bath, sink and toilet clean?
Were the showerhead and bath/sink taps polished and free of lime scale?
Was the shower curtain/door clean?
Were all counters, shelves and soap dispensers clean and dry?
Was the wastepaper bin clean and in good condition?
Was there a full box of tissues, a well-presented toilet roll, and a spare toilet roll available?
Were all towels clean, unstained and in good repair?