Audit

Externals and Grounds

Premier inn and (restaurant MPI only)signage is clean

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

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

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

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

The car park and route to the entrance is clean.

The car park and route to the entrance is well maintained

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

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

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

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

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Public Areas-Reception

Reception smells neutral - not smoky, musty or of food

All fixtures, fittings, fabrics and furnishings are clean

Ceilings

Windows

Walls

Carpet

Floor tiles

Lights

Curtains/Curtain Rails/Blinds/Nets

Doors / handles / poster frames

Woodwork e.g. skirting/sills/reception desk

Table and chairs

Phone/pc

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

Ceilings

Windows

Walls

Carpet

Floor tiles

Lights

Curtains/Curtain Rails/Blinds/Nets

Doors / handles / poster frames

Woodwork e.g. skirting/sills/reception desk

Table and chairs

Phone/ pc

All public toilets are clean

All public toilets are well stocked

All public toilets are in good repair

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

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

The front door are locked after 23:00 hours

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Public Areas-Corridors

Corridor smells neutral

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

Ceilings

Windows

Walls

Carpet/floor

Lights

Curtains/Curtain Rails/Blinds/Nets

Woodwork e.g. skirting/sills/banisters

Staircase/stair strips

Lifts

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

Ceilings

Windows

Walls

Carpet/floor (inc boards)

Lights

Curtains/Curtain Rails/Blinds/Nets

Doors/Handles/Poster Frames

Woodwork e.g. skirting/sills/banisters

Staircase/stair strips

Lifts

All exit/access routes are kept clear.

All corridor doors close-to quietly.

Public Areas-General

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

Any TV's must be to standard.

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

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?

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

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

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

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

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

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

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.

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.

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Hotel Service and Hospitality

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

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

All Managers and team members are wearing name badges

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)

Appropriate footwear worn by all team members including manager

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

Digital Journey

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

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

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

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

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

All families staying with Premier Inn are made to feel welcome

Lone female policy is known and followed.

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

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

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

The correct minimum breakfast operating hours

Where breakfast is provided

Room directions

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

Team member offers to book breakfast

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

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

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

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

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

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

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

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)

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)

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

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

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

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).

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

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

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

Service and hospitality

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

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)

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

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)

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

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

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

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

Amenities available as per standard

Sufficient irons and ironing boards as per standard

Sufficient spare hairdryers as per standard

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

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

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

RESEARCH: Premier Inn Host is clearly identifiable to guests

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

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

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

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

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

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Promise Check Actions

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

RESEARCH: The Bigger Bolder Better board must be in use

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

Team room (including toilets) must be to standard

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Guest Promise Check Complete

Please note that this checklist is a hypothetical example and provides basic information only. It is not intended to take the place of, among other things, workplace, health and safety advice; medical advice, diagnosis, or treatment; or other applicable laws. You should also seek your own professional advice to determine if the use of such checklist is permissible in your workplace or jurisdiction.