Hotel Visit - Operational Audit Report

Title Page

Hotel conducted:
Conducted on:
Stay date and duration:
Conducted by:

Online Reputation Management

Is season to date Reputation Performance Score (RPS) aligned with seasonal RPS Target?
Have highest negative impact scores affecting seasonal RPS been fully adressed?
Is HolidayCheck Recommendation Rate at a minimum 82%?
Is season to date Management Response Rate at a minimum 90%?
Is Booking score at a minimum 8?
Is Trip Advisor score at a minimum 4?
Additional Comments

Behavioural Standards

Were uniforms, grooming standards and name tags in place for talents overall?
Was HEART philosophy and service guidelines demonstrated?
Was 4 Guest Touchpoints “Arrival” criteria fulfilled?
Was 4 Guest Touchpoints “Guest Interaction” criteria fulfilled?
Was 4 Guest Touchpoints “Guest Request” criteria fulfilled?
Was 4 Guest Touchpoints “Departure” criteria fulfilled?
Additional Comments

All Departments

Is FTI Groups Vision, Mission, Values lived, showcased and are VMV cards distributed to all talents?
Was Welcome Drink in place and adhered to all guidelines?
Was DND criteria followed as per policy?
Was Pet Policy and waiver implemented and adhered to all guidelines?
Was Green Room Program implemented, adhered to all guidelines and are all collaterals in place?
Is the hotel utilizing Daily Report?
Additional Comments

Transportation

Did driver adhere to Principles criteria? Was the experience pleasant and professional?
Additional Comments

Bell Service

Did talent adhere to Principles criteria? Was the experience pleasant and professional?
Additional Comments

Reception Arrival

Were Check-In Principles and all related standards executed?
Did talent offer Green Room Program?
Was Check-In Information Sheet with QR code for Guest Directory provided as per guidelines?
Additional Comments

Wake-Up Call

Was wake-up call conducted in line with Principles criteria?
Additional Comments

Guest Relations

Were VIP & Special Occasions standards executed as per Principles with adhering to the treatment chart?
Were review cards (HolidayCheck and Tripadvisor) in place and handed out to guests?
Was On-Site Survey invitation A4 printout distributed within the hotel in strategic locations? Were On-Site Survey Name Cards provided to guest rooms by guests mid-stay, presented with an amenity? Were alerts set for immediate response to guests?
Additional Comments

Housekeeping

Was room cleanliness aligned with Principles?
Was bedding aligned with Principles?
Was bathroom cleanliness aligned with Principles?
Were bathroom amenities in place and filled up minimum 2/3?
Was garbage collected every day?
Was bed linen and towel reuse collateral in place? Did talent adhere to the guests reuse request?
Was laundry service aligned with Principles criteria?
Did housekeeping talents use guest notification card in case of DND signs?
Additional Comments

The Room

Was room maintenance aligned with Principles?
Was bathroom maintenance aligned with Principles?
Were TV channels set up according to Principles? Was there a kid’s TV channel option?
Was the room wi-fi sufficient?
Was the door lock in good working condition and sufficient?
Was there a safety box as well as instructions as per SOP?
Were all phones in good working condition? Was dialing information adequately placed?
Was minimum one complimentary bottle of drinking water per guest placed? Or an alternative solution offered?
Was there a sufficient tea and kettle set up provided as per principles recommendation?
Was all furniture and electronic devices well maintained and of good quality?
Any printed collaterals present in the room are professionally printed on good quality paper?
Additional Comments

F&B

F&B Overall

Was the food presented in an alluring way?
Is a variety of decorative and functional items utilized to enhance the buffet's display and presentation?
Was the service level aligned with Principles?
Were the waiting lines of appropriate length for the guests?
Was there enough seating?
Was cleanliness in place in all outlets?
Was food quality in place?
Was food temperature adequate?
Was food variety adequate?
Was coffee & tea quality and taste aligned with standards?
Was the orange juice of good quality?
Are all food labelling standards implemented with food labels and allergen overview document fully compliant with the provided standards?
Is the Head Chef's Personality Poster fully completed and compliant with the provided template? Is the Poster visibly displayed in the restaurant in a grey-framed A4 landscape format?
Are the Health Benefits Posters displayed individually at the buffet next to the corresponding dish in A5 portrait format in grey frames?
Are Storytelling Elements integrated into the restaurant to engage emotions, communicate values, and inspire positive feelings?

Breakfast Buffet Standards

Is FTI Signature Lemon, Cucumber & Mint Infused Iced Water available in the correct glass container with a tap, and is the recipe fully complied with?
Is FTI Signature Basil & Mint Iced Tea available in the correct container, and is the recipe fully complied with?
Is FTI Signature Orange & Ginger Wellness Shot available in shot glasses, and is the recipe fully complied with?
Is FTI Signature Lactose-Free Chia Pudding available pre-portioned, and is the recipe fully complied with?
Is FTI Signature Carrot Cake available, and is the recipe fully complied with?
Is FTI Signature Swiss Bichermüesli available, and is the recipe fully complied with?
Is FTI Signature Mediterranean Eggs available, and is the recipe fully complied with?
Is FTI Signature German Potato Salad available, and is the recipe fully complied with?

Lunch Buffet Standards

Is the lunch buffet focused on local cuisine?
Is the Must Have Apple & Cinnamon Infused Water available in the correct glass container with a tap, and is the recipe fully complied with?
Is the FTI Signature Iced Tea Basil & Mint available in the correct container, and is the recipe fully complied with?
Is the Must Have Onion & Herb Vinaigrette available and is the recipe fully complied with?
Is the Must Have Black Olive Tapenade Dressing available and is the recipe fully complied with?
Is the FTI Signature German Potato Salad available, and is the recipe fully complied with?
Is the Must Have Pepperoni & Roasted Pepper Pizza available, and is the recipe fully complied with?
Has the Pizza and Pasta Brand Standard Presentation been acknowledged and details fully implemented?
Is the FTI Signature Carrot Cake available, and is the recipe fully complied with?
Was the Must Have Regional Dessert defined by Country Management available and is the recipe fully complied with?

Dinner Buffet Standards

Is the dinner buffet focused on diversified themed nights cuisines?
Is the Must Have Infused Grapefruit, Grape & Thyme Water available in the correct glass container with a tap, and is the recipe fully complied with?
Is the Must Have Lemon, Orange & Rosemary Iced Tea available in the correct glass container with a tap, and is the recipe fully complied with?
Is the FTI Signature Iced Tea Basil & Mint available in the correct container, and is the recipe fully complied with?
Is the Must Have Onion & Herb Vinaigrette available and is the recipe fully complied with?
Is the Must Have Black Olive Tapenade Dressing available and is the recipe fully complied with?
Is the FTI Signature German Potato Salad available, and is the recipe fully complied with?
Is the Must Have Pepperoni & Roasted Pepper Pizza available, and is the recipe fully complied with?
Has the Pizza and Pasta Brand Standard Presentation been acknowledged and details fully implemented?
Is the FTI Signature Carrot Cake available, and is the recipe fully complied with?
Was the Must Have Regional Dessert defined by Country Management available and is the recipe fully complied with?

Snack Bars

Was sufficient number of hot and cold variety in place?
Was food provided tasty?
Were the waiting lines of appropriate length for the guests?
Was cleanliness in place?

Bars

Was there a beverage menu or lists showcasing the variety? Was it clean and in good repair, grammatically correct and easy to read?
Did beverage menus include spirits, cordials, beer, wine, champagne/sparkling wine, cocktails, soft drinks, bottled water, and other non-alcoholic offerings such as juices and a selection of hot beverages with a choice of coffees and teas?
Was the service aligned with Principles?
Were the waiting lines of appropriate length for the guests?
Were the evening drinks provided with glassware, was presentation appropriate for the drink?
Was beverage quality adequate?
Was drink temperature adequate?
Was a signature drink or a cocktail of the day promoted?

Room Service

Was room service and delivered F&B items of good quality and aligned with Principles?
Did room service or VIP amenity include allergen label?
Additional Comments

Public Areas

Was the lobby experience (e.g. music, AC, smell, and lighting) pleasant?
Was cleanliness in all public areas aligned with Principles?
Were all public restrooms aligned with cleanliness standards?
Was there a restroom control sheet present in all public restrooms?
Were all public showers clean and in working order?
Were there sufficient number of trash bins available (including recycling) and was trash collected adequately?
Was maintenance in all public areas aligned with Principles?
Was all signage very good in quality and design, clean and well maintained?
Was Wi-Fi connectivity available and complimentary in public areas and did it provide a seamless, uninterrupted wireless experience throughout the hotel?
Additional Comments

Pool, Beach and Sports fields

Was there a sufficient number of sunbeds and parasols?
Were the sunbeds and parasols clean and in good repair?
Was the pool area clean and in good repair?
Was the pool clean and in good repair?
Were all necessary pool signages in place?
Were pool/beach towels and replacement and/or cleaning of these towels provided free of charge to guests during their stay?
Were all sports fields clean and in good condition with clearly defined lines?
Additional Comments

SPA

Did SPA talents adhere to MHR and Principles criteria?
If La Brise, was treatment card in place and in line with standards?
Was SPA menu in good repair and clear with all prices provided?
Was cleanliness in SPA aligned with Principles?
Were all SPA areas well maintained and in good working order (e.g. restrooms, showers, sauna etc.)?
Additional Comments

Gym

Was gym available 7 days a week, with operational hours clearly stated?
Was equipment clean and in good working order?
Was the environment fresh with adequate cooling and music?
Were towels, sanitizing supplies and water provided for guests?
Additional Comments

Entertainment & Kids Club

Were entertainment talents aligned with MHR and Principles criteria?
Was entertainment info board fully in place and clearly visible for guests?
Was daytime and evening entertainment offering a sufficient variety to ensure guest satisfaction?
Was kids club in good repair, clean and with adequate shading?
Was water dispenser in kids club in place?
Was all kids club equipment (e.g. playground, toy area) in working order and adequate?
Additional Comments

Heart of House

Was Principles Training Calendar in place and adhered to by all talents?
Were all non-compliant Principles criteria identified and followed up?
Is TrustYou and iAuditor efficiently utilized by relevant team members?
Is corporate information adequately shared in talent areas (RPS results, Daily Promises, MHR, 10 Promises, VMV etc.)?
Are talent offices, restrooms, and canteen in good shape and pleasant?
Additional Comments

Health & Safety

Is Incident Reporting Procedure and Escalation Concept well known by GM and HODs?
Are Crisis Committee / Emergency Contact Numbers available and visibly in place?
Is printed Duty Manual for Crisis in place?
Is an AED available in the hotel?
Is luggage room kept locked for security reasons?
Is the hotel having active CCTV for public areas and main entrances?
Is the hotel protected with fences and security guards available at main entrances?
SPA Consultation Form is used for treatments (to be completed/signed by guests prior to treatment)?
Kids Club Register/Attendance Form used in Kids Club?
Is work in progress card utilized by relevant teams?
Is Re-issuing Guest Room Keys & Access to Guest Rooms Policy being followed?
Do talents serving rooms (maintenance and IT) utilize guest cards?
Daily Duty Manager Checks are being conducted?
Daily Lifeguard Checks are being conducted?
Pasteurized Eggs are used in high season whenever, wherever possible?
Are nonslip bathroom mattresses available as an in room amenity or available on request, especially for hotels with bath tubs and elderly guests?
Additional Comments

Sustainability

Was heating and air conditioning automatically regulated when doors and windows are open? If not, the hotel has placed visibly AC sticker in all relevant areas (guest rooms, public areas, HOH areas)?
Was hotels single-use plastic usage in guest areas at a minimum and are actions taken to step by step reduce further?
Has hotel eliminated single use cups and replaced them with polycarbonate cups, displaying the slogan “USE ME, Re-use me and try not to lose me. Please return me to the bar when done with me”?
Was hotel displaying the Reusable Cups Guest Notification Collateral in outlets where handled with polycarbonate cups?
Is the hotel participating in global environmental days & initiatives?
Additional Comments

Reception Departure

Was check-out conducted in line with Principles?
Was a review card handed out at the end of the process?
Were departure guest touchpoints adhered to with the final words “hope to see you soon”?
Additional Comments