Title Page
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Site conducted
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Conducted on
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Prepared by
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Department
- Accounting
- Admin & General
- Front Office
- House Keeping
- Engineering
- HRD
- FBS
- FBP
- S&M
- Security
ROOM STATISTIC
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ARR
Notting Hill Cafe
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Total Revenue
Skyhill Dining and Bar
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Total Revenue
WELCOME EXPERIENCE
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Associate are present and clearly visible on arrival at hotel main<br>entrance "LOBBY"(at least during business hours)
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Associate greets & says "Welcome to "Golden Hill Batu"
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Associate directs/escort guest to check-in area
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Associate are well groomed, uniforms are clean, in good condition
CHECK IN
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Associate immediately visually or verbally acknowledged the guest
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Associate welcomes guest to the hotel with a greeting
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Associate are well groomed, uniforms are clean, in good condition
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Associate greets & says "Welcome to "Golden Hill Batu"
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Associate smiles at the beginning and throughout the service
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Associate obtains guest(s) name(s) and then addresses<br>him/her/them accordingly for the remainder of the service
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Associate requests guest passport / ID (if required by law)
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Associate confirms bed size or room preference (such as location)<br>(if preference was stated at reservation, Associate refers to this)
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Associate advises of the package's attributes included with roomrate
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Associate informs guest about hotel services and where breakfast served
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Associate informs guest of luggage whereabouts / offers luggage assistance
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Overall check in experience
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What could have made more personalized check-in experiences
ROOM INSPECTIONS (Min.3 Room)
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Room Number
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Date & Time of Inspection
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Key open the door easily
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All the lights switches working
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Air conditioning vents clean, dust free, no noise and working properly
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All TV channels working and picture clear
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Remote TV is working properly
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Floor, railing, chair and table at balcony area clean
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All amenities in the room properly set up
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Kettle Jug and cool bar are working properly
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Iron board and Iron are working properly
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Torch and emergency light are working properly
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Is there a picture of an evacuation plan?
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the scales are working properly
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Call "0" is the Emergency phone pickup promptly by CSR (withinthree rings)
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Floor, wall , ceiling, and bathroom clean and in good repair
F & B VENUE DINING EXPERIENCE DAY
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Venue of Dining
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Dining Time
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Meal Period
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Handle by
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Associate is present when guest arrives
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Associate greets guest at entrance immediately / within acceptable time based on business with a smile and good eye contact<br>
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Associate offers choice of seating
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Associate directs guest to table promptly / advises of waiting period<br>
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Associate offers food menu in a timely manner after seating
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Associate helpful & knowledgeable about menu / buffet. Able to make recommendation if requested
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Associate offers to take food order within 10 minutes of providing menu
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Associate follows proper service etiquette (children and women first, all courses served at same time...)<br>
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Associate offers drink refill in good time (if applicable)
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Soiled dishes cleared after completion of course
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Associate presents bill in clean folder & with hotel pen (in good condition)
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Overall dining experience
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Associate are well groomed, uniforms are clean, in good condition
PUBLIC AREA - WALK THROUGH REPORT
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Lobby
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Luggage room
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Restroom (M / F) - Reception
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Notting Hill Cafe
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Restroom (M / F) - Notting Hill Cafe
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Skyhill Dining and Bar
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Restroom (M / F) - Skyhill Dining and Bar
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Swimming pool
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Gym
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Mushala
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Kensington 1
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Kensington 2
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Kensington Ballroom
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Restroom (M / F) - Ballroom
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Manchester Room
BOH - WALK THROUGH REPORT
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Server Room
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Front Office, Reservation, Sales & Marketing, Executive Office
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Lift Landing Service Area (Check any floor)
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Laundry
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Male Locker
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Female Locker
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Associate Dining Room Condition
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Housekeeping Store
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HR Office, Engineering Office
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Finance Office
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Kitchen office, Main Kitchen & Pastry
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Store F&B Service
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F&B Service Office
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General Store
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Purchasing & Receiving Office
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Security Office
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CCTV working properly
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Associate main entrance
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Loading Dock Area
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Garbage room
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Driver room
PARKING AREA
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Basement
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Hotel entrance
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RUKO
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PUSVETMA
GUEST ENGAGEMENT
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Speak at least with 2 guest and ask their experience
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Name
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Room
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Comments
Random Grooming Standard Audit
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2 staff mix from Front of the house and Back of the House
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Name
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Departement
- Accounting
- Admin & General
- Front Office
- House Keeping
- Engineering
- HRD
- FBS
- FBP
- S&M
- Security
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Product knowledge
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Hair
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Uniform
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Shoes
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Name Tag
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Nail
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Lipstic