Title Page
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Document No.
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Audit Title
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Client / Site
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Conducted on
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Prepared by
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Location
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Personnel
Exterior
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Were the outdoor areas entrance and car park tidy and in good condition?
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If there was a flagpole present was the flag in good condition?
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Front entrance in good clean condition and free from litter?
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Was it FREE of any clear maintenance problems?
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Appropriate lighting available/in use?
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Signage clear clean and well maintained?
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Windows clean and smudge free?
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Happy to enter with Nothing to dissuade you?<br><br>
Public areas
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Were the public toilets pristine, pleasant smelling, fully stocked and free of maintenance issues?
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Were all public areas tidy and in pristine condition?
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Were public areas free from maintenance issues, well lit and of the appropriate temperature?
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Were all menus, printed materials and collateral well presented and current?
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Were the lifts tidy and well maintained?
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Were there any promotional posters in or beside the lift and if so were they up to date and informative?
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If you used the wi-fi in the public areas did it work as expected?
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Throughout your visit were you acknowledged by all members of staff when you approached them?
Check in / Reception
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On arrival was your name requested and used at least twice after you confirmed it?
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Was the assistant genuinely welcoming, professional, smart and friendly at all times?
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Were they wearing a name badge?
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Were your reservation details correct?
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Were you asked about the purpose of your stay in business or leisure?
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Did you see any collateral/ advertising about the brand loyalty programme?
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Were you asked if you were a brand loyalty member or if you already were did they recognise you as being a member?
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If yes to the above, and you answered no, did they offer you to join?
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Did they request or confirm your email address OR mobile number (only if you were not a rewards member)
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Did they attempt to promote or upsell an upgraded room package?
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Did they attempt to promote dinner, if not already in the package?
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Did they attempt to promote breakfast if not already in the package?
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When receiving your key, were you given accurate and helpful directions to your room?
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Were you informed where breakfast would be served?
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Were all your questions answered well?
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Did they attempt to build a rapport with you upon check in?
Room
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What was your room number?
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Was there a high level of cleanliness?
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Was it FREE of any clear maintenance issues?
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Did you feel secure in your room ?
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Did you get a good night sleep?
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Was the in room entertainment and remote control working well and available?
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Was the room wi-fi working as expected?
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Were the tea/coffee facilities sufficient and available?
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Was there a notepad and pen?
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Was there a laundry bag and laundry list?
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Was there a "do not disturb" sign?
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Was there evidence of a green environmental statement or policy in your bathroom (informing you about changing towels/linens)?
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Were you free from experiencing any irritants during your stay?<br>
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Were all bathroom accessories, toilet paper and towels fully stocked and did the bathroom have a high level of cleanliness?
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Was all printed collateral current and in good condition?
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Was there a room service menu ?
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Was there evidence of collateral promoting "rate your stay"?
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Was there a pillow menu on the bedside table?
Bar
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What drinks did you order at the bar?
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Did all the staff appear professional in their uniforms and with name badges?
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Were they motivated, friendly and welcoming?
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Did they show a good product knowledge?
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Did they offer a large measure, premium product additional drink or snack?
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Were you made aware of the bar food options?
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Was the bar top clean and tidy and free from spillages?
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Were you acknowledged and served within an appropriate time?
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Were you served in turn?
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Was your glass clean and not warm
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Were your drinks made in an appropriate time?
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Were you asked if you wanted to charge this to your room and if so, did they ask to see your key card (asking for your name instead only if staying in a Marriott hotel is acceptable)
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Were you presented with a bill and issued a receipt after the transaction?
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When you were finished or finishing your drinks at the bar, did they offer you another round?
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Appropriate music and volume in the bar?
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Was it FREE of any clear maintenance issues?
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Was there evidence of collateral of any sort in the bar area promoting food and drink and if so, was it clean, current and informative?
Room Service Dinner
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When calling for room service was the call answered within 5 rings?
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After your order was taken was it repeated back to you?
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Did the team member check if you would like to order starters, sides and desserts?
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Did the team member check if you would like to order drinks alongside your food order?
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When your food arrived were you greeted by name?
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Did your food arrive to your room within 30 minutes?
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Was the food presented on a tray with a liner, condiments, salt & pepper, napkin,appropriate cutlery for the order and a card or explanation on the liner that explained the tray can be left outside the room for collection - or told verbally
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If an IHG Rewards member, were you thanked and your reward level acknowledged?
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Did you get a call back to check everything was Ok with your meal?
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Were you upsold any further items as part of your call back?
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Was a cloche placed over the food?
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When you left your room the following morning, had the tray been removed from the corridor?
Restaurant
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Did all restaurant servers appear professional in their uniforms and with name badges?
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Was it FREE from any clear maintenance issues?
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Were you greeted warmly straight away with your name requested AND used, and were you led to your table?
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Were you greeted within an appropriate amount of time?
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Were your seating requirements met?
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Table and chairs clean and no wobble?
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Table condiments full, clean and tidy?
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Good quality of cutlery/crockery?
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Was the lighting,temperature and music all appropriate?
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Was all collateral in the restaurant area current, informative and clean?
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Menus clean and of acceptable quality?
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Were you offered the choice of the a la carte and promotional or specials menus ?
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Did they offer you the wine list?
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If applicable, were you advised in advance of any drinks/wine options not available?
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Were you prompted to order a pre meal drink at the table, whilst looking at the menus ?
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If applicable were you asked how you would like your chosen dish cooked eg steak, tuna etc ?
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Did they repeat back your order?
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Were your drinks prepared correctly and delivered in a timely manner?
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Were all drinks served in the correct glass and delivered on a tray?
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Did the team member demonstrate good wine and drinks knowledge?
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Was it FREE from any clear maintenance issues?
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High standard of general cleanliness?
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Were you free from experiencing any irritants?
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Did the restaurant seem to be suitably supervised?
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Did starters arrive in an appropriate time?
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Appropriate breaks between courses?
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Did the team communicate appropriately and build a friendly rapport?
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Were the team knowledgeable of the food menu and did they make personal recommendations ?
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When prompted, did they recommend a suitable wine to accompany your meal?
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Were they professional, attentive and intuitive?
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Did they do a check back within an appropriate time of receiving each course?
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Did they attempt to upsell side dishes?
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Did they top up drinks/offer second drinks at the table?
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Did they offer desserts and coffee?
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Were you presented with a bill and was a receipt given after the transaction?
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Were you asked to sign a receipt if charging to your room and was your signature checked to your room card?
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At some point during your restaurant experience, did the team address you by name?
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Were you acknowledged and wished farewell on leaving the restaurant?
Food
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Please state all the dishes that were ordered
Did the food quality meet your expectations
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Appetiser?
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Main course?
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Dessert?
Was the food served at the correct temperature
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Appetiser?
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Main course?
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Dessert?
Did the food taste as it should
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Appetiser?
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Main course
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Dessert?
Were the portion sizes adequate
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Appetiser?
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Main course?
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Dessert?
Were the dishes well presented
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Appetiser?
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Main course?
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Dessert?
Unless you were told otherwise in advance, were the dishes you ordered fully available?
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Appetiser?
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Main course?
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Dessert?
Do you feel you received good value for money
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Appetiser?
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Main course?
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Dessert?
Breakfast
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Did all breakfast staff appear professional in their uniforms and with name badges?
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Was the area you dined in pristine well maintained with all collateral current and in good condition?
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Were you acknowledged or greeted within an appropriate time on arrival at breakfast?
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Was your name confirmed and used at least once?
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Were you taken to your table?
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Was the breakfast service fully explained to you?
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Did tea and coffee service take place at the table and was a tray used?
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Was the table crockery and linen clean and free from stains also, were all condiments full/tidy?
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Did the buffet look appetising/fresh and if you ordered hot items, did they come in an appropriate time?
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Did the quality of the food meet your expectations?
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Were the staff genuinely welcoming, professional and friendly at all times?
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Did they check back while you were eating?
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Were they attentive to all your needs?
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Was the background music playing at an appropriate level?
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Were you sincerely thanked and wished farewell on departure from breakfast?
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Did your overall breakfast experience meet your expectations?
Check out
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Did the reception staff appear professional in their uniform and with name badge on?
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During check out did the staff address you by name at least once?
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Was the checking out process quick and easy?
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Were you wished a meaningful farewell?
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Was either a hot or cold beverage offered to you during check out?
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Were you presented with the correct bill ready for payment? (Including if you used Express checkout)?
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If you are part of the brand loyalty programme were you thanked for your loyalty on checking out?
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Were you asked to rate your stay either verbally or via a card to fill out?
Lasting impressions
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Did you feel valued as a guest of this hotel?
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Would you return to this hotel and recommend it to others?
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Did any member of staff stand out positively and if so why?
IHG True Hospitality Service Skills Assessment
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Did you feel genuinely welcomed abd cared for throughout your stay?
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Did the team appear prepared and organised in their duties?
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Did the team carry out their role with confidence and a positive attitude (information shared/smiles/words/tone of voice)
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Did the team make the first step in engaging you in conversation?
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Were you consistently acknowledged at "10 steps" away with eye contact and at "5 steps" with a warm verbal greeting.
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Do you feel the team actively listened to you? (maintained eye contact/nods/verbal encouragement /took notes if appropriate/repeated back/asked relevant questions)
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Did the team take all appropriate opportunities to use your name and introduce themselves by name ? (Particularly during check in & bar & restaurant)
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Did the team RESPOND immediately to your requests/problems raised and agree actions that would be taken to RESOLVE your requests and when those actions would be taken?
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If yes to the above did the team follow up with you on agreed actions and check your satisfaction at the outcome
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Were you left with a positive "first and lasting" impression of this hotel?
