Occupied Room Servicing
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Audit Date
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Room No.
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Guest Name
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Serviced by
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Audited by
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Observations
Bedroom
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1 Was servicing completed by 15h00 each day or within 1 hour of hanging/activating the 'service room' sign/light? SERVICE
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2 Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room? SERVICE
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3 If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message/digital communication left on the telephone? SERVICE
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4 If the employee was encountered was he/she well presented and did they greet the guest with a smile? SERVICE
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5 If guest was present in the room during turndown/servicing, did the employee arrange to return at a later convenient time when the guest was out of the room? SERVICE
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6 Was the carpet/tiles/wood flooring freshly vacuumed/mopped and free of any debris? CLEANLINESS
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7 Was the bed neatly made and were the bedspread/throw and decorative cushions replaced, if applicable? CLEANLINESS
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8 Did the employee open the blackout curtains fully and neatly with sheer curtains opened or closed depending on the heat/temperature? SERVICE
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9 Did the employee empty the waste bins and ashtrays? CLEANLINESS
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10 Was the room tidied with all large hotel amenities (e.g. ironing board) returned to their original locations and small amenities (e.g. hairdryer) left tidily where the guest placed them? CLEANLINESS
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11 Were the guest's clothes tidied and his/her shoes paired, with all items left in view? SERVICE
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12 Was the used stationery and other amenities (e.g. tea/coffee) replenished where required (i.e. when all of one type of stationery/amenity was missing)? SERVICE
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13 Were any used glasses or room service soiled plates and cutlery removed from room and replaced (where required)? CLEANLINESS
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14 Were any used laundry bags/lists replaced (if all bags/lists were removed)? SERVICE
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15 Were any complimentary food and beverage amenities tidily arranged and partially eaten fruit removed as required? SERVICE
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16 If a bottle of wine/beverage was presented in an ice bucket on arrival, was the ice bucket either emptied and cleaned or refreshed during servicing? SERVICE
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17 Were any blown light bulbs replaced? SERVICE
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18 Were the corridors kept clear of housekeeping service trolleys? PRODUCT
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19 If the guest set the room temperature at a specific level, was it left unaltered for the rest of the stay? SERVICE
Bathroom
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20 Did the hotel offer an environmental opt-out option as a default for not changing the sheets/towels daily (i.e. sheets/towels not changed daily unless requested)? SUSTAINABILITY
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21 Did the employee adhere to the guest's chosen environmental option (i.e. not replace towels if the guest has chosen the opt-out option)? SUSTAINABILITY
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22 If the guest chose to have the used towels/sheets replaced were any used towels/sheets replaced with clean ones and were they in excellent condition? CLEANLINESS
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23 Were all empty or almost empty amenities restocked with partially used items left in place? SERVICE
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24 Were the shower/bath/sink/toilet and floor wiped clean? CLEANLINESS
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25 Were all bath/shower and sink controls polished and was bathroom counter clean, dry and free of any debris? CLEANLINESS
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26 Were all mirrors clean and free of smears and was the shower curtain/door clean? CLEANLINESS
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27 Were the bathroom water glasses cleaned and/or replaced? CLEANLINESS
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28 Did the employee tidy the guest's personal toiletries (i.e. replace lids and neatly arrange) and leave them in view? SERVICE
Oberoi Base Standards
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29 Were the bathrobes re-hung? SERVICE
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30 Did all employees who encountered the guest smile and greet the guest with folded hands based on the time of day (folded hands not applicable in Egypt, Morocco, UAE and Saudi Arabia)? SERVICE
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31 If the employees who encountered the guest were wearing an apron, was it tied on the waist (not lower) and was the length of the apron one inch below the knee? EMOTIONAL INTELLIGENCE
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32 Was servicing completed by 14h00 each day or within 1 hour of hanging/activating the please service my room sign/light? SERVICE
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33 Did employees respect guest's presence when interacting with each other? SERVICE
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34 If the guest was in the room while the room was being serviced did employee offer any additional service before leaving the room and then thank the guest and offer a greeting based on time of day? SERVICE
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35 Was any temperature adjustments made by the guest on the thermostat left unchanged? EFFICIENCY
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36 Were towels that the guest wanted to re-use (placed on towel rail, hung on the bathroom hook or placed on the side of bathtub) neatly folded but not replaced? CLEANLINESS
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37 Were bathmats placed in front of the water closet, washbasin, shower and bathtub (where bathrooms are small a single bathmat is adequate provided it covers the areas in front of the bathtub, wash basin and wc)? PRODUCT
Oberoi Core Standards
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38 In the case of single lady travellers, were all employees that came to the guest's room female (i.e. housekeeping attendant, escort to the room, butler) with the exception of Sahl Hasheesh and Lombok? SERVICE
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39 Were any of the guest's loose electronic cables and wires (i.e. laptop, phone chargers, etc.) neatly coiled and fastened with a Velcro fastener? CLEANLINESS
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40 If guest is found using any kind of stationery as a base for a mouse, then was a mouse pad is gifted to the guest with a note? PRODUCT
Oberoi Servicing
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41 Was a laptop shammy or cleaning equivalent automatically placed next to the guest's laptop? PRODUCT
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42 If guest's clothes were moved from the room and placed in the closet was a card left in a prominent position to advise the guest of this? SERVICE
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43 If the guest had left out clothes for drying either in the room or on the balcony, was a complimentary drying service automatically provided with a note left in the room advising the guest accordingly (not applicable for Oberoi Beach Resorts)? SERVICE
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44 Was an Oberoi hotels bookmark placed on top of guest's book(s) or magazine(s)? PRODUCT
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45 If the guest travels with idols/pictures/religious symbols, were these decorated with flowers/petals? SERVICE
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46 Were guest personal amenities that were almost empty automatically replenished with similar products (e.g. toothpaste)? SERVICE
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47 Was complimentary fruit replenished? FOOD
Oberoi Differentiator Standards
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48 At any time during the interaction, did the employee provide service to surprise and delight the guest (can only be marked as met or not applicable)? SERVICE
