Guest Promise Check - 2015-2016 Cycle 1

• Hotel Name

• Area/Room Number

• HK Team Member

• Conducted on

  Date

• Prepared by

Externals and Grounds

• Premier inn and (restaurant MPI only)signage is clean

  Yes

  No

  N/A

• Premier inn and (restaurant MPI only) signage is kept in good repair, illuminated, and not obscured by overgrowing foliage

  Yes

  No

  N/A

• Car park and grounds lighting are working and are on from dusk until dawn

  Yes

  No

  N/A

• Grounds, gardens, fences, garden furniture and related equipment -clean

  Yes

  No

  N/A

• Grounds, gardens, fences, garden furniture and related equipment -repair

  Yes

  No

  N/A

• The car park and route to the entrance is clean.

  Yes

  No

  N/A

• The car park and route to the entrance is well maintained

  Yes

  No

  N/A

• Research - Only 'Blue Badge' holders cars are parked in marked bays

  Safe

  At Risk

  N/A

• A bin and ashbin are provided and are clean and in good repair.

  Yes

  No

  N/A

• The exterior of the Premier Inn and (restaurant MPI only) building is kept in good repair, cleaned and maintained

  Yes

  No

  N/A

• All building lights are working and are on from dusk until dawn

  Yes

  No

  N/A

• Add media

  Media

Public Areas-Reception

• Reception smells neutral - not smoky, musty or of food

  Yes

  No

  N/A

All fixtures, fittings, fabrics and furnishings are clean

• Ceilings

  Yes

  No

  N/A

• Windows

  Yes

  No

  N/A

• Walls

  Yes

  No

  N/A

• Carpet

  Yes

  No

  N/A

• Floor tiles

  Yes

  No

  N/A

• Lights

  Yes

  No

  N/A

• Curtains/Curtain Rails/Blinds/Nets

  Yes

  No

  N/A

• Doors / handles / poster frames

  Yes

  No

  N/A

• Woodwork e.g. skirting/sills/reception desk

  Yes

  No

  N/A

• Table and chairs

  Yes

  No

  N/A

• Phone/pc

  Yes

  No

  N/A

All fixtures, fittings, fabrics and furnishings are in good repair

• Ceilings

  Yes

  No

  N/A

• Windows

  Yes

  No

  N/A

• Walls

  Yes

  No

  N/A

• Carpet

  Yes

  No

  N/A

• Floor tiles

  Yes

  No

  N/A

• Lights

  Yes

  No

  N/A

• Curtains/Curtain Rails/Blinds/Nets

  Yes

  No

  N/A

• Doors / handles / poster frames

  Yes

  No

  N/A

• Woodwork e.g. skirting/sills/reception desk

  Yes

  No

  N/A

• Table and chairs

  Yes

  No

  N/A

• Phone/ pc

  Yes

  No

  N/A

• All public toilets are clean

  Yes

  No

  N/A

• All public toilets are well stocked

  Yes

  No

  N/A

• All public toilets are in good repair

  Yes

  No

  N/A

• The entry door buzzer and desk buzzer are present, in working order, and linked to a pager.

  Yes

  No

  N/A

• A remote door release is provided at all entrances and is clearly signed.

  Yes

  No

  N/A

• The front door are locked after 23:00 hours

  Safe

  At Risk

  N/A

• Add media

  Media

Public Areas-Corridors

• Corridor smells neutral

  Yes

  No

  N/A

Corridors/Lifts/Walkways/Mini lobbies - fixtures, fittings and fabrics and furnishings are clean

• Ceilings

  Yes

  No

  N/A

• Windows

  Yes

  No

  N/A

• Walls

  Yes

  No

  N/A

• Carpet/floor

  Yes

  No

  N/A

• Lights

  Yes

  No

  N/A

• Curtains/Curtain Rails/Blinds/Nets

  Yes

  No

  N/A

• Woodwork e.g. skirting/sills/banisters

  Yes

  No

  N/A

• Staircase/stair strips

  Yes

  No

  N/A

• Lifts

  Yes

  No

  N/A

Corridors/Lifts/Walkways/Mini lobbies - fixtures, fittings and fabrics and furnishings in good repair

• Ceilings

  Yes

  No

  N/A

• Windows

  Yes

  No

  N/A

• Walls

  Yes

  No

  N/A

• Carpet/floor (inc boards)

  Yes

  No

  N/A

• Lights

  Yes

  No

  N/A

• Curtains/Curtain Rails/Blinds/Nets

  Yes

  No

  N/A

• Doors/Handles/Poster Frames

  Yes

  No

  N/A

• Woodwork e.g. skirting/sills/banisters

  Yes

  No

  N/A

• Staircase/stair strips

  Yes

  No

  N/A

• Lifts

  Yes

  No

  N/A

• All exit/access routes are kept clear.

  Yes

  No

  N/A

• All corridor doors close-to quietly.

  Yes

  No

  N/A

Public Areas-General

• The music is set at an appropriate level. ( Radio should not be played)

  Yes

  No

  N/A

• Any TV's must be to standard.

  Yes

  No

  N/A

• All vending machines are clean and in working order, Minimum - food vending machine is to be stocked with water

  Yes

  No

  N/A

• Research - If stock levels within the vending machines are less than 25% of the maximum of any product, or there is a visible fault with the machines, has the hotel team logged the issue with the vending supplier?

  Safe

  At Risk

  N/A

• Entrance and Foyer area follows the Premier Inn merchandising guide-clean and in good repair

  Yes

  No

  N/A

• The Reception desk area follows the Premier Inn merchandising guide-clean and in good repair

  Yes

  No

  N/A

• The welcome board and general reception areas follow the Premier Inn merchandising guide-clean and in good repair

  Yes

  No

  N/A

• Lifts, lobbies and corridors follow the Premier Inn merchandising guide-clean and in good repair

  Yes

  No

  N/A

• Internally produced notices and other POS to standard (includes as required local law/culture)

  Yes

  No

  N/A

• Company documentation (e.g. memos) must not be in guest view

  Yes

  No

  N/A

• Doors/flaps from public to team areas are kept locked. where there is a back office the door should be lockable from inside and there must be a telephone.

  Yes

  No

  N/A

• Only products/facilities agreed by Premier Inn may be provided in reception / breakfast (MPI)/ bedrooms & customer service rooms unless granted an exemption or as part of a trial.

  Yes

  No

  N/A

• Add media

  Media

Hotel Service and Hospitality

• All Manager, HODs and team members are in Brand Standard uniform - clean

  Yes

  No

  N/A

• All Manager, HODs and team members are in Brand Standard uniform - good repair

  Yes

  No

  N/A

• All Managers and team members are wearing name badges

  Yes

  No

  N/A

• Hotel - Personal appearance standards met (hair tied if longer than shoulder length, tattoos must me covered up where possible, make up natural and kept to a minimum)

  Yes

  No

  N/A

• Appropriate footwear worn by all team members including manager

  Yes

  No

  N/A

• Team members should never eat, drink, smoke or chew gum in guest's view

  Yes

  No

  N/A

Digital Journey

• Research - The hotel information page on the website is up to date

  Safe

  At Risk

  N/A

• Research - For satnav users the postcode provided takes guests to the hotel

  Safe

  At Risk

  N/A

• Research - For guests who do not own a satnav the directions on the Premier Inn website takes them to the hotel

  Safe

  At Risk

  N/A

Check in - applies to all hotels

• The guest in front of the receptionist is given priority. If the phone rings the reception team member must ask the guest if it is okay to answer

  Yes

  No

  N/A

• WHR ONLY: Guests must not be told to go to the restaurant to book a table

  Yes

  No

• All families staying with Premier Inn are made to feel welcome

  Yes

  No

  N/A

• Lone female policy is known and followed.

  Yes

  No

  N/A

• BONUS: This team member/s delivered our purpose and made our guests feel brilliant - reception check in

  Yes

  No

  N/A

Quick and Easy Sites ONLY

• On entry, we immediately look up to greet them, verbally and/or eye contact/smile. Where possible guests who are joining a queue should be acknowledged with eye contact and a smile

  Yes

  No

  N/A

• Throughout the check in, the receptionist maintains a friendly and professional impression.

  Yes

  No

  N/A

• The correct minimum breakfast operating hours

  Yes

  No

  N/A

• Where breakfast is provided

  Yes

  No

  N/A

• Room directions

  Yes

  No

  N/A

• Guests are asked to complete the registration form in line with the minimum legal requirements

  Yes

  No

  N/A

• Team member offers to book breakfast

  Yes

  No

  N/A

• Coaching: At peak times the reception team points out that breakfast can be busy at xx

  Yes

  No

  N/A

• The receptionist asks me if I would like to book Dinner (WHR only) / Guest provided with restaurant opening times -( co lo and WHR)

  Yes

  No

  N/A

• On check in the team member points out the great value meal deal

  Yes

  No

  N/A

• Coaching: The reception team member has a good knowledge of the restaurant menu and if the opportunity arises can make a confident recommendation

  Safe

  At Risk

  N/A

• The Guest is informed of the Good Night Guarantee and encouraged to come back to reception or contact reception via bedroom telephone (where applicable) if they need anything at all

  Yes

  No

  N/A

• The team member smiles and makes eye contact when telling the guest about the Good Night Guarantee

  Yes

  No

  N/A

• The guest is given a key card holder with the correct breakfast times on the reverse

  Yes

  No

  N/A

• All business guests are asked if they are aware of the Premier Inn Business Account. From time to time other promotions may be in place. Assessor will mark as per brief (e.g. Great Night give away)

  Yes

  No

  N/A

• RESEARCH: At the end of check in the team member reminds the guest to come back to reception if they need anything else (North East Only)

  Safe

  At Risk

  N/A

Only assess the below if using the quick and easy kiosk

• The first person a guest encounters must smile and make eye contact. Guests are not ignored

  Yes

  No

  N/A

• At peak times the guest is greeted before they reach the welcome desk

  Yes

  No

  N/A

• The team member welcoming the guest must establish if they are eligible to check in via the quick & easy check in

  Yes

  No

  N/A

• If eligible, The guest is checked in using the quick and easy check in (families, guest with large amounts of luggage and those who show reluctance must be checked in via the desk).

  Yes

  No

  N/A

• The guest is guided to the quick & easy check in and the team members ensures the reservation can be retrieved

  Yes

  No

  N/A

• The team member explains that the quick & easy check in is a self check in and will prompt them with regard to dinner, breakfast or car parking charges (as applicable) If the guest checks in via the desk the relevant check in information must be provided

  Yes

  No

  N/A

• The team member informs the guest that their room number will be printed on the receipt and points out that additional information will also be provided

  Yes

  No

  N/A

Service and hospitality

• During the morning hours, a team member makes an effort to find out how things are with their stay

  Yes

  No

  N/A

• RESEARCH: During the morning check the team member also esquires if there was anything else that could have been done to make their stay more comfortable (North East Only)

  Safe

  At Risk

  N/A

• During the evening hours, a team member makes an effort to find out how things are with their stay

  Yes

  No

• RESEARCH: During the evening check the team member asks the guest if their room is comfortable and do they require anything else (North East Only)

  Safe

  At Risk

  N/A

• Throughout the guest journey the reception team member is friendly, and where appropriate smiles and makes eye contact.

  Yes

  No

  N/A

• Where a guest complains the team member takes the opportunity to resolve the issue

  Yes

  No

  N/A

• Reception is covered 24 hours a day. The desk is never left unattended (except during regular night noise patrols).

  Yes

  No

  N/A

• If reception is unattended, a team member responds quickly to buzzer or call.

  Yes

  No

  N/A

• Amenities available as per standard

  Yes

  No

  N/A

• Sufficient irons and ironing boards as per standard

  Yes

  No

  N/A

• Sufficient spare hairdryers as per standard

  Yes

  No

  N/A

• In sites without shaver sockets, hotels must carry a minimum of 1 shaver socket adapter per 10 rooms

  Yes

  No

  N/A

• Where TV's in bedrooms have no alarm facility , there must be a minimum of 3 portable alarms

  Yes

  No

  N/A

• Where a guest has mislaid their key, the team verifies the guest details before issuing a replacement

  Yes

  No

  N/A

• RESEARCH: Premier Inn Host is clearly identifiable to guests

  Safe

  At Risk

  N/A

• RESEARCH: At peak check in times any team member encountered is able to offer assistance

  Safe

  At Risk

  N/A

• RESEARCH: During check in ground floor team members actively seek to deal with any guest requirements/requests

  Safe

  At Risk

  N/A

• RESEARCH: During peak service times the Premier Inn Host effectively manages the shift

  Safe

  At Risk

  N/A

• BONUS: Team member/s delivered our purpose and made our guests feel brilliant - evening check

  Yes

  No

• BONUS: Team member/s delivered our purpose and made our guests feel brilliant - morning check

  Yes

  No

• Add media

  Media

Promise Check Actions

• Hotel Priority Actions from the last Guest Promise Check have been Actions - Priority One

  Yes

  No

  N/A

• Hotel Priority Actions from the last Guest Promise Check have been Actions - Priority Two

  Yes

  No

  N/A

• Hotel Priority Actions from the last Guest Promise Check have been Actions - Priority Three

  Yes

  No

  N/A

• Hotel Priority Actions from the last Guest Promise Check have been Actions - Priority Four

  Yes

  No

  N/A

• Hotel Priority Actions from the last Guest Promise Check have been Actions - Priority Five

  Yes

  No

  N/A

• Hotel Priority Actions from the last Guest Promise Check have been Actions - Priority Six

  Yes

  No

  N/A

• A self check is completed in twice per year. (hotel only or combined checks)

  Yes

  No

  N/A

• A self check has a completed Actions Plan on display. (hotel only or combined checks)

  Yes

  No

  N/A

• Operations manager has a comprehensive action plan in place to address the issues raised from the CGM Guest Promise Check (scored cycle 2)

  Safe

  At Risk

  N/A

• Operations manager has a comprehensive action plan in place to address the issues raised from the Hospitality Now Guest Promise Check (scored cycle 2)

  Safe

  At Risk

  N/A

• Team leader/ops manager is aware of both positive and negative comments on net recommend

  Yes

  No

  N/A

• RESEARCH: The current period 0-6 score is posted in an area that can be viewed by all team members

  Safe

  At Risk

  N/A

• Team leader/Ops manager can describe and show evidence of actions to reduce and manage complaint and invocations

  Yes

  No

  N/A

• GUEST FOCUS: During the assessors guest experience, any internal noise is managed by the team

  Yes

  No

• GUEST FOCUS: During the assessors guest experience, any external noise that is within the control of the site is managed by the team. E.G. Sunlight, and other WHR deliveries, team members

  Yes

  No

• GUEST FOCUS: Flag must be present on all booking options available to the guest to advise of any external noise issues

  Yes

  No

• Silent Night: The noise board is in use with the weekly Internal Noise Invocations logged and a relevant action noted

  Yes

  No

  N/A

• Silent Night: The Corridor Check sheet (available on the Silent Night Toolkit) is in use

  Yes

  No

  N/A

• Silent Night: The Corridor Check sheet must mirror the information given by the guest when a complaint/ invocation is made or logged.

  Yes

  No

  N/A

• COACHING: Team understand how the Service Matrix can be used to enure we live our purpose

  Safe

  At Risk

  N/A

• RESEARCH: The Bigger Bolder Better board must be in use

  Safe

  At Risk

  N/A

• RESEARCH: The mini module workbooks are available and up to date

  Safe

  At Risk

  N/A

• Team room (including toilets) must be to standard

  Yes

  No

  N/A

• Add media

  Media

• Guest Promise Check Complete

  Off

  On